QSM Session 2
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Transcript of QSM Session 2
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Quality ServiceManagement
Lecture 2
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The Basics of Wow!
The Guest Knows Best
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Learning Objective The Important dierences between maing
products and serving guests"
The importance of meeting the hospita#it$guest%s e&pectations"
The importance of the 'oment of Truth (
guest e&perience"
The components of the guest e&perience" The de)nition of service *ua#it$ and service
va#ue in the hospita#it$ )e#d"
The reasons wh$ +it a## starts with the guest",
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Important dierences between
maing products and serving guestsProducts Services
'anufacturer recti)es the defect and satisf$ the customer-nsatisfactor$ .ervice / Guest 0i
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The importance of meeting the
hospita#it$ guest%s e&pectations"Service quality Service value
.pecia# meaning in theservices )e#d1
The dierence between
the service that thecustomer e&pects to getand the service that thecustomer actua##$receives"
The re#ationship of the*ua#it$ of the service to itscost or service *ua#it$divided b$ cost of service"
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Who 0ecides3
service quality andservice value arede)ned not b$managers auditors orrating organi4ations
The$ are de)ned entire#$in the mind of the guest"
Websites #ie Tripadvisorare so successfu# becausethe$ co##ect and ana#$sewhether the quality and
value of the servicethey experienced mettheir expectations
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Guesto#og$5ustomer6guests are to the e&tent possib#e
studied scienti)ca##$ 7the 6o#og$ inguesto#og$8"
Guests% behaviors within the hospita#it$organi4ation are carefu##$ observed"
Their wants needs capabi#ities and
e&pectations regarding the hospita#it$ gueste&perience are determined"
Bruce Lava# 6 The Wa#t 0isne$
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What is .tudied in Guesto#og$service product
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Service?
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Service product?
'i&ture of tangib#e and intangib#e e#ements
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Service settingsservice environment or service scape
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Service delivery9ow we oer the service
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