Service Quality Presentation is about introduction, role played by people in the marketing mix, two main groups of people involved in hospitality and tourism, managing service quality, total quality management (TQM), advantages of TQM, quality assessments-questions, service and total quality manage...
two main groups of people involved in hospitality and tourism
total quality management tqm
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Hospitality Management
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Hospitality Mangement
Service Quality
Week 6
,Introduction
All the researches, that were done to understand the guests, needs and wants states
that:
tourists needs companies which take cares of the nature, and they want to be
accommodated in luxury places with good quality of services and with experienced
staff.
During last 20 years quality gained importance.
Managers understand that if they want to compete in all over the world they have
to obtain quality standards too.
In hospitality sector, tourists spend money mostly for fun, so they refuse to
have unqualified goods and services.
There are lots of options for them in terms of accommodation
if they can’t be satisfied they immediately change the hotel.
if companies do not realise the importance of the satisfaction of their guests
and employees they are sure to loose out on business and only invite turnover
, Service is intangible, cannot be kept
in stock and is an activity or process.
Services can not be controlled as
effectively due to the difference in
nature or services and physical goods.
The delivery and consumption takes place
at the same time.
It causes more difficulties to
companies to conceal the mistakes and
shortcomings. The consistency of the
service delivered is affected by
existence of factors related to human
beings involved in the process.
Feedback of the problems is given to
employees at the same guests takes
services. Because of these facts,
education and the training programs gain
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