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Hotel Operations - Delivering high-quality service
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Hotel Operations - Delivering high-quality service
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25 Questions

1. Setting service standards - sociable aspects

2. Where do predictive expectations come from

3. Feasibility

4. Irrelevant superiority

5. In the service quality and customer satisfaction/dissatisfaction literatures

6. Servqual study equation

7. Lack of performance

8. Standardization: hard technology

9. How to change customer's perceptions

10. Reliability

11. Implicit service promises

12. Service problems

13. Competitive vulnerability

14. When customers come in with ________ employees may not be able to deliver - no matter how well they perform

15. Explicit service promises

16. Each customer

17. Goals of customer-oriented operation

18. Closing the gaps

19. Relative indifference

20. Raving fans

21. Empathy

22. Assurance

23. Measuring customer satisfaction

24. Standardization: soft technology

25. Servqual

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