Quality Service Management

Who originated the meaning and concept of Guestology?

• Bruce Laval

• Henry Sy

• James L. Go

• John Gokongwei Jr.

The main goal of guestology is to create and sustain an organization that can respond to the customer’s needs

• True

• False

According to Philippine Airlines, “Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every customer”

• True

• False

The more tangible the guest experience, the more important are the frontline people delivering the service to the guest’s perception of quality and value

• True

• False

It is an intangible part of a transaction relationship between a provider organization and its customer, client, or guest.

• Products

• Music

• Services

• Supplies

Categories of customers which it is the the most challenging type of customer wherein the expectation is too high or the product they offer is below their expectation.

• Passive Customers

• Angry Customers

• Demanding Customers

• Loyal Customers

“Listen to your customer. They’ll tell you what to do"

• True

• False

It is one of the Three Generic Strategies that aims to be a low cost producer/ low price producer and superior profits through lower costs .

• Cost Leadership

• Focus

• Marketing

• Differentiation.

Quantitative forecasting tools include scenario building, the Delphi technique, and pure creative guesswork.

• True

• False

Service Product is an environment in which the experiences takes place.

• True

• False