Quality Service Management in Tourism and Hospitality

These flashcards cover key concepts, definitions, and theories related to Quality Service Management in the tourism and hospitality industry.

What is Quality Service Management?

A management approach that focuses on long-term success through customer satisfaction and involves all members in improving processes, products, services, and work environments.

What is guestology?

The scientific study of the behaviors, needs, and expectations of people in a service environment, aimed at optimally managing a service organization.

What are Porter’s generic strategies?

Cost leadership, differentiation, and focus strategies aimed at achieving a competitive advantage in the market.

Define Total Quality Management (TQM).

A management approach aimed at long-term success through customer satisfaction, involving all members in continuous improvement of processes, products, services, and work environments.

Who is known as the Father of Quality Evolution?

William Edwards Deming.

What does the Deming Cycle consist of?

Plan, Do, Check, Act (PDCA) cycle.

What are the six ASEAN Tourism Standards?

Green Hotel, Food and Beverage Services, Public Restroom, Home Stay, Ecotourism, and Tourism Heritage.

Explain service quality dimension of reliability.

The ability to perform the promised service dependably and accurately.

What is the focus of differentiation strategy in service?

Making a company service attractive and unique in comparison to competitors.

List the five basic types of customers.

Loyal customers, Impulse customers, Discount customers, Need-based customers, and Wandering customers.

Define perceived quality.

The measurement by guests of a service product based on their subjective experiences and expectations.

What is the purpose of Internal analysis in strategic planning?

To take stock of resources and assets that enable an organization to function well.

What factors contribute to customer satisfaction according to Guestology?

Understanding customer expectations, likes, dislikes, needs, wants, and profiles.

What are the three levels of the Progressive Accreditation System?

Basic Registration, Regular Accreditation, and Premium Accreditation.

What key dimension of quality pertains to the product's primary operating characteristics?

Performance.

What role does a guestologist have in an organization?

To understand the guests' needs and expectations for optimal service management.

Describe the cost leadership strategy.

A strategy focused on increasing profits by reducing operational costs and charging lower prices.

What is the importance of customer feedback in tourism services?

It helps establishments understand if they are meeting customer expectations to enhance service quality.

What are the foundational theories of Total Quality Management?

Deming’s Theory, Juran’s Trilogy, and Crosby’s Theory.