Providing Quality Service

In: Business and Management

Submitted By TomSlick
Words 1689
Pages 7
Providing Quality Service
Strayer University
Quality Service Assurance HTM150
Dr. Cecily Anthony
August 23, 2014

In the hospitality world quality service is the key difference between good, bad, and indifferent hospitality companies. When you have good customer service people will come back, bad customer service will drive people away and keep the company from attracting new guests. What a company can do is devise a guest strategy that gets the guests involved (Lewis, 2004). Some ways that the guest can be involved in hospitality are: consultant or source of expertise and quality information, marketer, part of the environment for other guests, co-producers of the experience, or as a manager of the service providers and system. Some of these sound absurd but they are very prevalent in the hospitality industry (Lewis, 2004).
GUESTS AS UNPAID CONSULTANTS Many organizations will use different ways to get feedback from the guests, such as guest cards to get the guests likes and dislikes. When this happens the guest becomes an unpaid consultant and even act as quality control inspectors. As the input from the guests as to their experience becomes part of information that managers will use to make changes to the delivery system, environment, and the service product, that makes the guests consultants as the give important feedback to company (Ford, Strurman, & Cherrill, 2012). This strategy is not new as many originations use feedback from their customers to help make the guest experience better. As the guest is one of the best way to get what is already good and what needs to improved, makes this type of strategy very popular within the hospitality industry. Building on these strategy organizations will often invite customers to a focus group; these groups are good in that the organizations can get a more detailed review of the guest’s experience.

GUESTS…...

Similar Documents

Service Quality

...Service Quality in a Chain-operated Steakhouse Allan Yen-Lun Su, Ph.D. E-mail: allansu@cc.nkhc.edu.tw Department of Baking Technlogy and Management, Kaohsiung Hospitality College Abstract This study attempts to measure customers’ perceptions of service quality in a chain-operated steakhouse using a modified version of the DINESERV instrument (Stevens, Knuston, and Patton, 1995). All five dimensions of service quality, being tangibles, reliability, responsiveness, assurance, and empathy, will be used. The questionnaire survey will be conducted on a two-week period during lunch and dinnertime at all 14 steakhouse restaurants. All customers who come to restaurants for lunch and dinner during the two-week research period will be asked to complete the questionnaires. The Cronboch Coefficient Alpha will be used to test the construct reliability. Analysis of variance (ANOVA) will be used to determine the differences of customers’ perceived service quality for five dimensions between two meals and different groups of loyalty. In addition, correlation analysis will be used to determine the relationship between customers’ perceived service quality and customers’ characteristics such as gender, marital status, age, and reasons for dining. The results of this study will asssist restaurant management to assess the service quality provided to its patrons. Results of this study will also help restaurant management establish a total quality management (TQM) program to improve......

Words: 2183 - Pages: 9

Service Quality

...bite. With the hectic lifestyle nowadays, it is no surprise that more people tend to eating-out in fast food restaurants. Thus, fast food restaurants are competing among each other, advertising their brands in order to attract customers. As the customers now have a huge range of fast food patterns and restaurants to choose, local fast food restaurants have to be sensitive in current demand and be innovative to ensure they meet their customer satisfaction. This research will focus only on service quality as a factor influencing customer’s satisfactions. The aim is to do an investigation about the service quality and customer satisfaction at A&W restaurant, Seksyen 7, Shah Alam. Using 5 SERVQUAL instruments, questionnaires will be designed and distributed to respondents. The findings will create awareness of service quality and customer satisfaction, thus help to develop future marketing strategy. 1.0 Introduction 1.1 Fast Food Industry The fast food industry is also known as Quick Service Restaurants (QSR). As its name suggests, fast food is any food that can be prepared and served within a short span of time. That being said, the concept encompasses all those restaurants and stores which sell or serve preheated or precooked food items to its customers (www.buzzle.com/articles/fast-food-industry.html) According to Bender and Bender (2001), fast food is a general term used for a limited menu of foods that lend themselves to production line techniques and that are......

Words: 6240 - Pages: 25

Service Quality

... Introduction Pg2 Part I Pg 2 Service encounters, service relationship and level of customer contact. The framework of evaluation of services encounter Part II Pg4 Customer expectations and customer emotions in the services encounters Customer Satisfaction and Service Quality The rate of service quality, Service failure and service recovery Part III Pg5 Recommendation: Service gaps model 8 Conclusion. Part IV Pg6 Reference List. Appendices INTRODUCTION. The purpose of this report is to critically and thoroughly evaluate five (5) service encounters from five (5) different industries. This evaluation will largely be in term of the service quality marketing theory. It consist of the relationship between service quality and customer satisfaction, then finding the gap and reasons for the pointed gaps, and why customer expectations and emotions are vital to service provider and finally the recommendation for further improvements in customer satisfaction maximization. Part I. Customer satisfaction is the utility a customer derive from consumption of a given service. Nevertheless (Giese and Cote) customer satisfaction covers three (3) vital elements which are (1) Summary affective responsive that varies in intensity. (2) Satisfaction focus around product/service choice, purchase and consumption and (3) Time of determination......

Words: 1499 - Pages: 6

Quality, Service

...icedTHE SERVICE EXPERIENCE AS THEATER Stephen J. Grove, Clemson University Raymond P. Fisk, University of Central Florida INTRODUCTION Services marketing play a major role in the economies of the United States and the entire world, this has been indicated by the increased interest in the etiquette of how most people are taking it up, the past decade reflects a growing appreciation of the part they play in the frugalities. Lovelock 1991, states that services are said to be approximately amounting to seventy per-cent of the Gross National Product of the United States and the world, and supporting the same notion is Bateson 1989 who indicates that three quarters of those employed in some countries labour in service sector occupations Berry 1980, Sasser 1976, Zeithaml, and Parasuraman 1985 have given significant attention to how the marketing of services is distinguishing from the marketing of goods. The simultaneity of production and consumption of the service product is one key characteristic that differentiates services marketing, according to the above mentioned scholars and researchers. They noted that services exist only in the time in which they are rendered and they cannot be disassembled. Essentially, services are fashioned from the interaction between service providers and customers and, as such, service quality is comprised of both process and outcome dimensions. These various aspects of service delivery underscore the notion that services are complex,......

Words: 3693 - Pages: 15

Providing Quality Service

...university | Providing Quality Service | | | | This paper outlines methods, strategies, and tools in the hospitality industry to deliver the “wow” factor and enhance the guest experience. | Providing Quality Service The guest can be involved in several ways to provide quality service which includes being a consultant, marketer, co-producer of the experience or a manager of the service providers and systems (Ford, Heaton, & Sturman, 2012). When the hotel industry takes an assessment of the guests experience using surveys to give feedback on their stay or create small focus groups on how to improve their services, the guests becomes a consultant or expert. When the guests have an experience whether good or bad, they instantly become a marketer by word of mouth, or social site review. This is a very significant marketing tool that is orchestrated by the guest and must be managed and addressed by hotel management. Likewise, the industry can also use guests in co-production which is when guests become participants in the production and service delivery. This might involve having the guests self serve at a buffet, elect not to have their sheets changed or participate in a green program. If the guests are allowed to co-produce the experience, then it can increase the quality of service and at a lower cost. One service standard that the hospitality industry uses to meet customer expectations is when the guests make their initial reservations. A......

Words: 940 - Pages: 4

Impact of Service Quality Costumer

...Impact of Service Quality on Customer Satisfaction: Evidence from the Restaurant Industry in Pakistan Ubedullah Amjad Ali Shaikh, International Islamic University, Islamabad, Pakistan ABSTRACT The purpose of this study is to contribute to the literature of service quality importance in restaurant industry. The study has been based upon the Servqual technique and Dineserv tool of improving the quality by the service providing organizations. The study is undertaken from the perspective of Pakistani Restaurant Industry and the customers' perceptions vis-à-vis restaurant dining. Two variables of Servqual, i.e. Tangibles and Responsiveness, have been examined to demonstrate the impact of service quality on the industry. The results endorse the importance of enhanced complementary service standards in restaurant industry. Ultimately, the findings provide an insight for the Pakistani restaurant service providing establishments and suggestion have been made for the caretakers of the industry on ways to improve service quality. INTRODUCTION The restaurant industry has evolved over the past few decades from merely a meals providing facility to an augmented combination of service associated features. These features are emphasized to satisfy the complementary needs of its customers. This notion of satisfaction is mainly attributed to the quality of service. Hence a lot of probing has been going on for the past few decades to rationalize and prove a direct relationship between the...

Words: 4555 - Pages: 19

Service Quality

...Place (Distributing services) The service channel During the distributing process, service is literally delivered nothing. Along with experiences, performances and solutions can not be physically delivered as well. So there is, more non-physical channels begin popular. When distributing services, the built channels should get customers’ interest in buying services, let customers know how to use the service and set up local sites which can physically meet customers’ needs and wants. At the same time, convenience of physical location and operational schedule are also important for customers when the service is being presented, that is why we should create an interaction between customer and service organisation through electronic and non-electronic ways. For providing customers a more convenient service, we will operate both online platform for technology savvy customers and set up physical service stores for customer who tend to use impersonal and self-service channels. Describe and justify the brick and mortar channels Choosing physical store location is important. It reflects customers’ needs, expectations and the nature of service operation. A better store location can be an competitive advantage, so we set up some accessible mini stores such as automated kiosk and self-service machine as well as some service points which are close to customers live or work. For kiosk and self-service machine, detailed information and instructions will be easily......

Words: 432 - Pages: 2

Service Quality

...Journal of Marketing Service behaviors that lead to satisfied customers Kathryn Frazer Winsted Article information: To cite this document: Kathryn Frazer Winsted, (2000),"Service behaviors that lead to satisfied customers", European Journal of Marketing, Vol. 34 Iss 3/4 pp. 399 - 417 Permanent link to this document: http://dx.doi.org/10.1108/03090560010311920 Downloaded on: 16 September 2014, At: 19:29 (PT) References: this document contains references to 72 other documents. To copy this document: permissions@emeraldinsight.com The fulltext of this document has been downloaded 5472 times since 2006* Downloaded by UNIVERSITI MALAYSIA TERENGGANU At 19:29 16 September 2014 (PT) Users who downloaded this article also downloaded: Kathryn Frazer Winsted, (2000),"Patient satisfaction with medical encounters – a cross#cultural perspective", International Journal of Service Industry Management, Vol. 11 Iss 5 pp. 399-421 Göran Svensson, (2006),"New aspects of research into service encounters and service quality", International Journal of Service Industry Management, Vol. 17 Iss 3 pp. 245-257 Göran Svensson, (2006),"The interactive interface of service quality: A conceptual framework", European Business Review, Vol. 18 Iss 3 pp. 243-257 Access to this document was granted through an Emerald subscription provided by 460805 [] For Authors If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information......

Words: 11616 - Pages: 47

Service Quality

...accommodation. So, what is hotel or hotel industry? Hotel is a part of the hospitality industry which is an umbrella term for a broad variety of service industries including, but not limited to, hotels, restaurants and casinos. Hotel is often referred as a “Home away from home”. If we consider meaning of hotel in the dictionary, a hotel is a building where you pay to have a room to sleep in and where you can eat meals (Cambridge dictionary) or a hotel is an establishment that provides paid lodging on a short-term basis (Wikipedia) According to A.M. Sheela, the author of the book “Economics of Hotel Management”, hotel is the place where the tourist stops being the traveler and become a guest. Hotel usually offer a full range of accommodations and services, which may includes suites, public dinning, banquet facilities, lounges and entertainment facilities. It is considered as an industry whose main aim is also to make profits for the hoteliers, though this may change at times. Hence a hotel should provide food, beverage and lodging to travelers on payment and has in turn the right to refuse if the traveler is drunk, not follow the rule of hotels or not pay the service fee. Traditional hotels provide rooms, banquets and restaurants. Additional hotels get revenues also from telephone call services, laundry services, travel services, internet services and recreational, entertainment activities in the hotels. 2 1.2 History of hotel industry The hotel is maybe one of the oldest......

Words: 21914 - Pages: 88

Service Quality

...Service Quality Introduction During the past ten years I have devoted my time primarily to the field of quality in services, mainly as a researcher but also as a consultant. In order to understand how to manage and improve quality in service companies, we must first understand the partly unique characteristics and production logic of services. Therefore, I will begin by discussing the quality concept and the logic of service production, then go on to consider the quality concept in a service context and end with 13 propositions on quality improvement. I will also mention some trends in service quality. This study is based on recent research on and experiences from leading service companies. One important source is my research report “Service development with built‐in quality” (1996, in Swedish). Service ‐ a customer result The International Standardization Organization (ISO) defines a service as a part of the total production concept. A product is the result of a production process. To produce means to create added value, that is to say ‐ the created value is larger than the sum of resources expended during the production process. This added valued is continuously assessed in a market economy, and customer choices play a key role. Services are often “invisible” and thus difficult for the supplier to explain and for the customer to assess. This places special demands on marketing to prevent wrong, often excessive expectations of the market. The expectations which are......

Words: 3791 - Pages: 16

Htm 150 Wk 8 Assignment 2 Providing Quality Service

...ASSIGNMENT 2 PROVIDING QUALITY SERVICE To purchase this visit here: http://www.activitymode.com/product/htm-150-wk-8-assignment-2-providing-quality-service/ Contact us at: SUPPORT@ACTIVITYMODE.COM HTM 150 WK 8 ASSIGNMENT 2 PROVIDING QUALITY SERVICE HTM 150 WK 8 Assignment 2 - Providing Quality Service A positive guest experience is mainly the result of guests who have positive encounters and interactions with employees who provide the utmost quality service. Based on the hospitality industry you chose in Assignment 1, identify methods, strategies, and tools this industry uses to deliver the “wow” factor and enhance the guest experience. Write a five to six (5-6) page paper in which you: 1. Describe how the industry involves the guest in order to provide quality service. 2. Summarize two (2) service standards the industry uses to meet customer expectations. 3. Recommend one (1) “wow” element the industry could apply to each of the two (2) service standards in order to make the guest’s experience more memorable. 4. Recommend at least one (1) way the industry could better provide information to its guests. 5. Use at least two (2) quality academic resources in this assignment. Note: Wikipedia and other Websites do not quality as academic resources. Activity mode aims to provide quality study notes and tutorials to the students of HTM 150 WK 8 Assignment 2 Providing Quality Service in order to ace their studies. HTM 150 WK 8 ASSIGNMENT 2 PROVIDING......

Words: 715 - Pages: 3

Service Quality

...Author: Group 2 Course: Operation Management SERVICE QUALITY IN STARBUCKS COFFEE An in-depth study ABSTRACT This report has been prepared to analyze the processes and strategies such as control of operations systems, design and planning of Starbucks. Theoretical frameworks have been applied to evaluate the company’s operational strategy in terms of its products and services offering. While the report considers Starbucks overall strategy, it also focuses on the daily operations of Starbucks franchises. The study evaluates how Starbucks has been able to position itself as a leader in its market segment and analyses the strengths and weakness in the company’s existing strategy. Upon dissecting various aspects of the company’s processes, it provides an appreciation of the company’s efforts to continuously evolve in the changing market conditions by incorporating new product design and being innovative to stay at parity with its competition. Finally, upon identifying the areas of improvement in the company’s existing strategy, the report conclusion discusses about lesson learned and possible recommendations that can be incorporated in order to further ensure operational efficiency thereby maximizing profits and increasing its value offering. Page 1 of 31 Table of Contents ACKNOWLEDGEMENT .............................................................Error! Bookmark not defined. ABSTRACT ..........................................................

Words: 6103 - Pages: 25

Service Quality

...Service Quality Service quality is a term which describes a comparison of expectations with performance. A business with high service quality will meet customer needs whilst remaining economically competitive. Improved service quality may increase economic competitiveness. This aim may be achieved by understanding and improving operational processes; identifying problems quickly and systematically; establishing valid and reliable service performance measures and measuring customer satisfaction and other performance outcomes. Definition Service quality is a business administration term used to describe achievement in service.It reflects both objective and subjective aspects of service. The accurate measurement of an objective aspect of customer service requires the use of carefully predefined criteria. The measurement of subjective aspects of customer service depends on the conformity of the expected benefit with the perceived result. This in turns depends upon the customer's imagination of the service they might receive and the service provider's talent to present this imagined service. Pre-defined objective criteria may be unattainable in practice, in which case, the best possible achievable result becomes the ideal. The objective ideal may still be poor, in subjective terms. Service quality can be related to service potential (for example, worker's qualifications); service process (for example, the quickness of service) and service result (customer......

Words: 1332 - Pages: 6

Service Quality: the Future of the Services Industry

...Service Quality: The Future of the Services Industry “Why is quality such an important issue in the marketing of services? Why is quality more difficult to manage in service industries than it is in the case of physical goods? Use examples to support your answer.” The concept of service quality is a relatively new construct in the marketing discipline which first emerged in the 1980’s when organisations began to consider quality not only in the already established manufacturing sector but in the rapidly evolving service industries sector also. Specifically defined service quality is a subjective experience which results from ‘an evaluation process in which the customer compares their perceptions of service with their expectations’ (McColl-Kennedy 2003). In the late 1990s and early part of the 21st century service organisations began to realise the importance of service quality and strived to narrow the gap between the customers perceptions of service and their expectations in order to deliver a quality service that linked to customer satisfaction, retention and patronage. This relisation that service quality was an important source of competitive advantage and long-term profitability for service organisation’s advocated the paradigm shift in marketing from a focus on manufacturing quality to incorporate service quality also. Moreover the modern day services firm strives to deliver a quality service on a routine basis, however due to the uncontrollable and......

Words: 1626 - Pages: 7

Providing Quality in Healthcare

...ultimate test of quality will always be what users and their families think of the services we provide” and then critically discuss the issues involved in seeking feedback on quality. Within this assignment I will draw upon course materials as part of my discussion. I will also draw upon some wider materials to broaden the discussion. In order to conduct the discussion I will first look at what service-user consultation is and how it is undertaken; and then I will look at both the positives and negatives in seeking feedback on the quality of a service. Introduction: Quality matters. Increasingly the idea of quality has impacted on health and social care services. The ever increasing number of quality initiatives being developed by the Government is just one example of how it is having an impact. Another way is the drive towards and focus on gaining service users views of services. And the reason behind it all is simple, the quality of a service impacts on the quality of life for its users and their carers. Service User Consultation: In the opinion of Martin and Henderson (2001) you can’t provide a quality service without knowing what kind of people use your service and what they need from your service. Writers such as Peters believe that the best way to find out these things is to work closely with service users and communicate with them. One way to do this would be to undertake service user consultation. So what is service user consultation? Simply put, service user......

Words: 1934 - Pages: 8

Pazifikgeschwader 214 | Acessórios para laptop | Lowest Price