Untitled Flashcards Set

The degree to which the product and associated services meet the requirements of customers and other interested parties is called __________.

Quality

The primary goal of ISO 9001 is to guarantee __________ through process conformity.

customer trust

The components of the tourism system include destinations, transport services, accommodations, events, conferences, local attractions, and __________.

tourism services

According to Kotler and Keller, for an exchange process to exist in a market, there must be the existence of at least __________ parties.

two

The dimensions of product quality, as identified by David Garvin, include performance, reliability, durability, and __________.

aesthetics

The key outcome of the strategic approach to quality in an organization is to __________ customer satisfaction.

enhance

Quality culture starts with defining __________ and developing quality standards.

quality

The __________ of the hospitality industry is shaped by advertising, brand reputation, previous experiences, and word of mouth.

guest expectations

A proactive approach to quality management is aimed at differentiating the organization's service offering to gain __________ advantage.

competitive

In the Six Sigma methodology, the 'M' in DMAIC stands for __________.

Measure

The basic characteristics of services include intangibility, perishability, variability, and __________.

indivisibility

The '5 Why' technique is a problem-solving method that identifies root causes by asking __________ multiple times.

Why

Continuous improvement requires __________ involvement to promote a culture of ongoing refinement.

everyone's

The ultimate aim of implementing a quality management system is to meet or exceed __________ satisfaction.

customer

A __________ chart summarizes tasks in project management, ensuring transparency and accountability in progress.

Gantt

A business implementing ISO standards follows a design quality system to ensure __________ and consistency.

quality

In tourism, the supply is made up of the set of products, services, and organizations actively involved in the __________ experience.

tourist

The unique characteristic of services is that they cannot be __________, unlike products which can be stored.

inventoried

Clients are defined as __________ who decide to buy a product or service, influenced by advertising.

those