...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...
Words: 1689 - Pages: 7
...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 QUALITY SERVICE ...
Words: 715 - Pages: 3
...switching and transport elements (e.g., routers, switches, and gateways) are logically and physically separated from the service/call control intelligence. This control intelligence support all types of services over the packet-based transport network, including everything from basic voice telephony services to data, video, multimedia, advanced broadband, and management applications, which can be thought of as just another type of service that NGNs support [2]. This paper discussed about the requirements for the network management system for (NGN) and provides solutions implemented by NEC. 2. Problem Statement The network management system for the NGN should efficiently run the critical management operation cycle. In this case, the fault management should work with maximum productivity and minimum wasted effort or expense. The carrier environmental changes from measured rate voice communications to multimedia service delivery become popular and have very high competition in services and prices. 3. Objective The first objective is to enhance the operation management system. Next is to evaluate the network quality and fault information according to some specific areas. Another important factor is to improve the operation efficiencies and pursue customer satisfaction. Lastly is to collect accurate information and guarantee high-quality NGN services and support. 4. Methodology To achieve those objectives, we have to consider enhancing the operation management...
Words: 1098 - Pages: 5
...technology. Nobody can claim that these technologies will never fail. Due to mechanical fault, poor maintenance, overuse, overage, misuse etc these failures occur. Though we are aware of these and may take preventive and reactive measures to avoid those situations but these failures are still day-to-day phenomena. Think about a situation – where your personal vehicle becomes out of order on the highway in a remote place. If so, what is the remedy? There are some arrangements by the Government. However, that could not earn the faith of the public. Thus, in our case, this aspect is still remaining uncared. The astute investors could have identified the need of assistance in such situation in many countries. The effort of our new service oriented firm Safejourney is to care these aspects. The purpose of this plan is to analyze the strategic and situational aspect of the firm and focus market product, marketing mix and thereby project a detailed marketing plan of the firm. The scope of this plan will be limited to the following: • Concept Development Process • Company Description • Strategic Analysis • Situation Analysis • Market Product Focus...
Words: 6736 - Pages: 27
...impact of service quality on customer satisfaction evidence from the restauranThe 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 two. Many of theories and models have been established in this regard. Zeithaml, Parasuraman and Berry (1988) proposed...
Words: 281 - Pages: 2
...Introduction: 4 2.0 Situational Analysis: 5 3.0 Gaps Model: 8 4.0 Apostle Model: 10 5.0 Service profit chain model: 11 6.0 Recommendation: 12 7.0 Conclusion: 12 8.0 References: 13 9.0 Appendix: 15 Executive Summary: This report provides an overall portfolio of business activities of MacDonald’s Corporation which considered being the world leading food retailer. This report made up of six main parts where the introduction includes the history of the company as well as a brief explanation about the case study. The situational analysis (TOWS) is about the company internal strengths and weaknesses, and the external opportunities and threats as well as the strategies. In addition, the main parts include the gap model where it shows the gaps in the services that the company provides to their customers and the strategies that may aid them to minimize or close those gaps. Furthermore, Apostle Model is one of the main parts in this report where it shows the types of customers according to their loyalty to the company. As well as, the service profit chain where it shows the relationship between profitability, customer loyalty, and employees’ satisfaction. In addition, recommendation is provided in this report which may aid the company to retain its customers and make them loyal to their brand. 1.0 Introduction: MacDonald’s is considered to be the world’s leading food service retailer, it was found by the two brothers Richard and Maurice MacDonald. They started their...
Words: 2885 - Pages: 12
...(14) 3103 6122 Fax (14) 3203 6146 POMS 20th Annual Conference Orlando, Florida U.S.A. May 1 to May 4, 2009 ABSTRACT Higher education in developing countries has serious quality problems. In order to change this scenario, it is necessary to invest in quality systems and tools for improvement. The SERVQUAL scale is one of these alternatives. It is used to measure the gap between quality expectations and perceptions in services making it possible to establish action plans. The objective of this paper is to propose an adaptation of the SERVQUAL scale’s generic questionnaire for the higher education service sector and present the main results of its application in students of the production engineering program at São Paulo State University (UNESP) in Brazil. Thirty-eight questionnaires were applied to measure perception in entering students and twenty-eight to measure expectations in graduating students. Key words: SERVQUAL; Quality management; Service management, Higher education. 1. INTRODUCTION In the current socioeconomic context, the service sector has become increasingly more important, revealing the need to know and study the particularities of its operations and to institute specific management methodologies that fit its context and specificity. But it is necessary to understand that service processes are...
Words: 5915 - Pages: 24
...NHS Public Limited Company The NHS is an organisation which operates in the Private Sector, and is owned by the government. The NHS is one of the world’s largest publicly funded health care providers. The NHS stands for the National Health Service which provides healthcare for all UK citizens based on their needs rather than their ability to pay for it. It is funded by taxes. As the NHS is funded by taxes and the government, if a hospital were to overspend, it would not close. Instead, funding would be cut back for a suitable period of time. The NHS provide many different services for all UK citizens, such as emergency and urgent care, general practitioners (GP’s) or dental services. Urgent and emergency care * Call NHS 111 if you urgently need medical help or advice but it’s not a life-threatening situation. * Call 999 if someone is seriously ill or injured and their life at risk. * Visit A&E in a genuine life-threatening emergency. Pharmacy services * Pharmacists play a key role in providing quality healthcare. They are experts in medicines and will use their clinic expertise together with their practical knowledge to ensure the safe supply and use of medicines by the public. * A pharmacist has to be registered with the General Pharmaceutical Council (GPhC) and have worked for at least a year under the supervision of an experienced and qualified pharmacist, either in a hospital or community pharmacy such as a supermarket. * 20% of pharmacists...
Words: 5358 - Pages: 22
...profile Northeast Community Mental Health Centers, Inc. (NCMHC) is an outpatient mental health center, based in Allentown, PA. NCMHC was established in 1998, developed with the goal of providing mental health services for adults, adolescents and children in a multicultural and bilingual environment, with emphasis on Latino communities in the Philadelphia area. Since then, the organization has been a successful enough to spread in different cities in PA and North Carolina, being able to open eight centers in total, and counting. (Northeast community mental health center, 2013) NCMHC comprises a total of 300 or more employees. The staff consists of a multidisciplinary team of health professionals, bilingual and culturally sensitive behavior and customer service. Are psychiatrists, psychologists, psychotherapists, supervisors and administrative staff who work in an organized, professional and ethical, to provide high quality services to its customers. The company staff is made up of behavioral health professionals, psychiatrists, psychotherapists and support staff that work to provide high quality services to clients. (Northeast community mental health center, 2013) The company's mission is to provide professional service in the area of clinical psychology and psychiatry, as well as supporting services that promote and improve the mental health of patients. NCMHC vision is: 1- “To utilize the most current techniques, interventions and resources to help clients stabilize their...
Words: 733 - Pages: 3
...Services Marketing Case Submission 1: Starbucks Case By Narwaria Vishesh | 61502170 1. Is Starbucks a product or a service? * Starbucks is a perfect example of service industry, their service comprises of selling a product-fine quality coffee. Following characteristics classify Starbucks into a Service company: a. Intangibility: Their service of making coffee cannot be inventoried. Also it cannot be patented. Their products are not readily available. b. Heterogeneity: Service delivery of Starbucks is strongly dependent on the interactions of their customers and employees. They provide customized coffee as per customers taste requirements. Same product might be different in taste for two different customers. c. Simultaneous Production and Consumption: For Starbucks mass-production is not possible. Also customers consume the coffee just after its production. Employees play a major role in good quality service delivery. Perception of one customer might influence other customers. d. Perishability: It is very difficult to synchronize the supply and demand for service delivery. For e.g. There might lot of rush during breakfast time of evening time and meeting customers demand might be difficult for that store employees. Once a coffee is made, it cannot be resold to other customer. In addition to above characteristics, Starbucks can be classified into service because of the 3 additional P’s in its marketing mix: a. People: All human actors...
Words: 595 - Pages: 3
...technology applications researched as well as an explanation of they could be used to improve the performance area chosen for the organization. An explanation of the involvement of benchmarks and milestones in managing how quality indicators will be provided as well as three potential benchmarks and milestones from the quality indicators that could be used as part of the plan being developed. The last information to be provided is a description of an organizations performance and quality measures are aligned with the organization’s mission, vision, and strategic plan in general. After providing how performance and quality measures are aligned a description of how they align with the organization I have chosen will be provided. Quality Improvement Methodologies It is important for health care managers to improve quality services in health care facilities. This means the health care managers must use methods which are proven to be helpful in the QI process so they can improve quality services. One example is Six Sigma is used to display and measure quality improvement as well as measure the improvement process. The way this is done is by comparing data based on the baseline from the previous data to the data provided after finding solutions for the quality improvement (Hughes, n.d.). Six Sigma uses five specific phases the...
Words: 1406 - Pages: 6
...Abstract To be successful, industry must focus more on service quality and their customer’s needs and wants. Reason why must focus on needs and wants of their customer and service quality is because customer will seek for solution when they needs or wants something and they always look for better service quality. If the industry can produce something according to customer needs and wants then they will success. Customer will return to the particular industry if they receive quality service and quality product that they want. Customer will be satisfied if they get what they want. To achieve service quality and customer satisfaction must have valuable human resources. Through training and development program, employee will be become more perfect to achieve service quality. Therefore, training and development program that will influence service quality and customer satisfaction are very important for an organization to be successful. Keywords: Service quality, customer satisfaction, training and development program Acknowledgement I would like to acknowledge the important role of Ms.Adeline Yong, my tutor for teaching us how to write a research proposal, how to find journal, how to set up questionnaire, how to collect data and how to use SPSS system. This research proposal is one of my coursework to review the relationship between training program, customer satisfaction and service quality. Introduction In this research proposal, include explanatory study that will seek...
Words: 3560 - Pages: 15
...ACCT 1109: Management and Cost Accounting Group Assignment - Semester 1 2015 The Flexi Support MENG WANG 3441920 JIAYING WEN 3424104 YUCHAO ZENG 3447923 Table of Content Executive Summary 1. Industry Analysis ......................................................................................................................................01 1.1 Introduction.........................................................................................................................................01 1.2 Industry Analysis ..............................................................................................................................01 1.2.1 Competitive Rivalry within the industry………………………………………………………02 1.2.2 Threat of new entrants………………………………………………………………………………..03 1.2.3 Threat of substitute subject………………………………………………………..........................03 1.2.4 Bargaining power of suppliers……………………………………………………………………..04 1.2.5 Bargaining power of customers…………………………………………………………………...04 1.3 Competitive Strategy .......................................................................................................................05 2. Company Report........................................................................................................................................06 2.1 Site Visit ....................................
Words: 5011 - Pages: 21
...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 satisfaction)...
Words: 1332 - Pages: 6
...Research Methods Topic Study the influence of Service Quality with product leads to customer loyalty in Telecom Sector (Ufone) Submitted by: Sr. # Group members: Reg. No.# Muhammad Adnan L1S13MBAM2049 Muhammad Asim L1S13MBAM0027 Nabil Abdul Majeed L1S13MBAM2012 Saad Rafique Ali L1S13MBAM0047 Huma Zafar L1S13MBAM2010 Sameera Waheed L1S13MBAM2050 Submitted To: Prof. Amna Zulfiqar Signature: Table of contents Page # Introduction 03 Importance/ significance 04 Explanation of Variables 05 Service Quality (independent variable) 05 Customer loyalty (dependent variable) 05 Relationship between service quality and customer loyalty 05 Objectives 05 Theoretical framework 06 Operationalization 06 Hypotheses 07 Research design 07 Purpose of study 07 Nature of research 07 Population 07 Sampling technique 08 Study setting 08 Time horizon 08 Unit of Analysis 08 Instrument 08 Data Analysis 08 Reliability 08 Description statistics 09 Correlation 10 Conclusion 12 Recommendation 12 Practitioner 13 Reference 14 Introduction For every person cellular service has become a need to make contacts with their family’s...
Words: 2288 - Pages: 10
