Quality Service Management in Tourism & Hospitality Chapters 1–4

Comprehensive review flashcards covering definitions, pioneers, customer types, strategies, and design principles from Chapters 1 through 4 of Quality Service Management in Tourism & Hospitality.

Quality (Juran)

Defined by Joseph Juran as "Fitness for use."

Quality (ISO)

Defined by ISO as the "Totality of features that satisfy a given or implied need."

Product

Anything offered to satisfy a need or want.

Goods

Physical, tangible objects whose ownership can be transferred.

Services

Offerings characterized by being intangible, heterogeneous, inseparable, and perishable (IHIP).

Service Product

A combination of goods and services that cannot be separated.

Intangibility

A service characteristic meaning it cannot be touched or seen before purchase, making it difficult to display, communicate, or price.

Heterogeneity

A service characteristic meaning inconsistent and variable by person and time, making standardization difficult and requiring service recovery.

Inseparability

A service characteristic where production and consumption occur at the same time, requiring the guest's presence and making staff directly responsible for the experience.

Perishability

A service characteristic meaning unused capacity cannot be stored or inventoried; unsold time is lost forever.

Performance (Garvin)

Garvin's dimension of quality referring to primary operating characteristics, such as prompt service.

Features (Garvin)

Garvin's dimension of quality referring to bonus or secondary attributes, such as free Wi-Fi.

Reliability (Garvin)

Garvin's dimension of quality referring to delivering what was promised, accurately and dependably.

Conformance (Garvin)

Garvin's dimension of quality referring to meeting established standards and specifications.

Durability (Garvin)

Garvin's dimension of quality referring to lifespan, or how long an item lasts before deterioration.

Serviceability (Garvin)

Garvin's dimension of quality referring to the speed and ease of fixing problems and restoring service.

Aesthetics (Garvin)

Garvin's subjective dimension of quality referring to how a product or service looks, feels, and appeals to the senses.

Perceived Quality (Garvin)

Garvin's dimension of quality referring to a guest's subjective judgment formed by reputation, image, and price.

Walter Shewhart

Pioneer recognized as the Father of Statistical Quality Control and originator of the PDSA cycle.

W. Edwards Deming

Quality pioneer known for advancing the Plan-Do-Study-Act cycle and continuous improvement philosophy.

Philip Crosby

Quality pioneer associated with the concept of "Zero Defects" and the philosophy of "do it right the first time."

Armand Feigenbaum

Quality pioneer who introduced Total Quality Control, which evolved into Total Quality Management (TQM).

Kaoru Ishikawa

Quality pioneer who developed the Fishbone diagram and introduced the concept of after-sales service.

Genichi Taguchi

Quality pioneer recognized for developing Taguchi methods and quality engineering.

Bruce Laval

Pioneer known as the Father of Guestology who created Disney's Guest Point of View (GPOV).

Guestology

The scientific study of guests' behaviors, needs, and expectations, and using that knowledge to manage service better (Dickson, 2010).

Service vs. Hospitality

Service is what is done for guests (tasks, procedures, consistency), whereas hospitality is how guests feel (emotional response, anticipating needs).

Loyal Customers

Repeat guests who trust the business and generate $80\%$ of revenue while representing $20\%$ of the customer base.

Impulse Customers

Guests who buy without a plan based on instinct and represent the best candidates for upselling and suggestive selling.

Discount Customers

Price-sensitive guests who shop specifically for sales, promotions, markdowns, and bulk offers.

Need-based Customers

Guests who purchase for a specific reason and compare prices quickly; converted through personal connections.

Wandering Customers

Browsing guests who generate the highest foot traffic but the lowest share of revenue.

Internal Customers

Employees and colleagues within an organization who serve each other and require the same service standards as external guests.

Quality Formula

$$\text{Quality} = \text{Perceived Experience} - \text{Expected Experience}$$

Value Formula

$$\text{Value} = \frac{\text{Quality}}{\text{Time} + \text{Effort} + \text{Money spent}}$$

Strategic Planning

The three-component process of setting long-term goals, identifying an action plan, and allocating resources.

Cost Leadership

Porter's generic strategy aimed at lowering operational costs to provide economy prices across an entire market.

Differentiation

Porter's generic strategy aimed at providing unique or superior services to stand out from industry competitors.

Focus Strategy

Porter's generic strategy of targeting a specific niche market rather than the broader industry.

Cost Focus

A variation of Porter's focus strategy offering low prices tailored specifically to a niche segment.

Differentiation Focus

A variation of Porter's focus strategy providing unique, specialized offerings to a single niche market.

Internal Assessment

Evaluation of controlled factors—such as resources, culture, and capabilities—to identify strengths and weaknesses using the internal side of SWOT.

External Assessment

Evaluation of outside market factors, trends, competitors, and laws using PESTEL to identify opportunities and threats.

PESTEL

An external strategic assessment tool evaluating Political, Economic, Social, Technological, Environmental, and Legal forces.

Servicescape

The physical environment where a service is delivered, consumed, and where staff and guests interact.

Albert J. Rutledge

Author and designer who established the 8 principles of design for tourism and leisure establishments.

Use Areas

Rutledge design components where guests and staff interact, including dining floors, lobbies, and activity areas.

Major Structures

Permanent, large-scale physical design elements on a site, such as buildings and dams.

Minor Structures

Design elements like walkways, benches, and pathways that guide guests and prevent them from getting lost.

Theming

A unifying design concept where colors, textures, sounds, and decor tell a single, consistent narrative.

Human Scale

Design proportioned relative to the average person so that environments do not overwhelm visitors.

Speed Scale

Design sizing based on guest velocity; stationary elements use normal proportions, while moving elements and signage are made larger for readability.

Peiró-Signes (2014)

Study demonstrating that eco-certified hotels achieve better guest ratings and a sustained competitive advantage.

Ellis (2008)

Researcher who conceptualized experience staging, proving that every part of a guest visit shapes memories and drives repeat business.

Hilliard (2008)

Study identifying safety and security as top primary decision factors for meeting and event planners.