Hospitality Ch. 2

Employees whose work rarely involves interaction with the costomer.

• back-of -the house employees

• front-of the house employees

• managers

• service staff

Employees whose main functions is to interact with the costomer.

• back-of -the house employees

• front-of the house employees

• managers

• service staff

Employees who can anticipate cusstomer needs.

• back-of -the house employees

• front-of the house employees

• customer service

• customer-focused employees

The total customer experience with a business and the way customers are treated.

• back-of -the house employees

• front-of the house employees

• customer service

• customer-focused employees

Informal conversations peopl have about their experiences with a business.

• customer service

• consistent quality service

• critical moment

• word-of-mouth-publicity

Providing the same good service and products to customers every time they visit the business.

• customer service

• consistent quality service

• critical moment

• word-of-mouth-publicity

A time when the customer's experience makes a bigger impact on the customers satisfaction.

• customer service

• consistent quality service

• critical moment

• word-of-mouth-publicity

A person who purchases products or services froma business.

• guest

• customer

A personwho purchases products or services from a hospitality business.

• customer

• guest

An interaction between a customer and a staff member.

• service

• service encounter

• service department