Quality Service Operations in Tourism and Hospitality – Vocabulary

A set of vocabulary flashcards summarizing the fundamental terms and concepts from the lecture on Quality Service Operations in Tourism and Hospitality.

Service

Any intangible activity or benefit offered in an exchange that does not result in ownership and often exceeds customer expectations.

Intangibility

Characteristic of services meaning they cannot be seen, tasted, felt, heard, or smelled before purchase and cannot be inventoried or patented.

Inseparability

The impossibility of separating a service from the service provider; production and consumption occur simultaneously.

Heterogeneity

Variation in service quality across providers or across time for the same provider, leading to unique customer experiences.

Perishability

Inability to store services for future sale or use; unused capacity is lost once the service time passes.

Ownership (in services)

Unlike products, services do not transfer title; ownership remains with the provider even after delivery.

Service Matrix

A strategic tool (by Roger Schmenner, 1986) that compares service offerings to differentiate a firm from competitors and guide operational changes.

Labor Intensive

Describes processes or industries that require a large workforce relative to other resources to produce goods or services.

Customization

The need and ability to tailor a service to match an individual customer’s specific preferences.

Customized Service

Any service specially adapted or modified to satisfy the unique needs of an individual customer.

Management of Service Quality

The process of setting quality standards, assuring staff and facility performance, and matching evolving customer expectations at every encounter.

Differential Advantage via Service Quality

The strategic edge a company gains by offering higher service levels than its competitors.

RATER Model

Five-star framework for evaluating service quality: Reliability, Assurance, Tangibles, Empathy, and Responsiveness.

Reliability (RATER)

Ability to perform the promised service dependably and accurately.

Assurance (RATER)

Employees’ knowledge and courtesy plus their ability to inspire trust and confidence.

Tangibles (RATER)

Physical facilities, equipment, and appearance of personnel that represent the service.

Empathy (RATER)

Caring, individualized attention the firm provides to its customers.

Responsiveness (RATER)

Willingness to help customers and provide prompt service.

Product Attribute Approach

Quality management view focusing on the technical characteristics or features of the service itself.

Customer-Oriented Approach

Quality management philosophy that prioritizes solving for customer needs and helping them achieve their goals.

Technical Quality

What is actually delivered to the customer during the service.

Functional Quality

How the service is delivered and experienced by the customer.

Dimensions of Service Quality

Ten criteria—Reliability, Tangibility, Credibility, Responsiveness, Communication, Security, Competence, Access, Empathy, and Courtesy—used to judge service excellence.

Word of Mouth Communications

Informal customer–to-customer information that shapes expectations before a service encounter.

Personal Needs and Preferences

Individual requirements and desires that influence a customer’s expected service level.

Experience (as expectation factor)

Past interactions with a firm or similar services that inform future expectations.

External Communication

Messages from advertising, social media, and public relations that set customer expectations.

Service Gap

The discrepancy between what customers expect and what they perceive was delivered.

Service Quality Gaps

Five mismatches: unknown customer expectations, wrong standards, unmet standards, over-promising, and cumulative gap causing perceived service shortfall.

Role of Services in Economy

Services constitute the hub of economic activity; their growth signals economic progress and improves quality of life.

Infrastructure Services

Essential services (e.g., banking, transportation) that enable industrialization and overall economic functioning.

Government Services

Public sector activities that create a stable environment for investment and economic growth, underlining services’ integral societal role.