quality service management

The following are the notable people in service quality which one is not?

• Walter A. Shewhart

• Joseph M. Juran

• Kaoru Ishikawa

• James Duwey H. Donnelly

The following are the definition of guestology, which one defines by Dikson 2010.

• Guestology involves knowing the guests or clients and their needs and wants, perceptions and expectation.

• Guestology introduced has now become a science that deals with understanding the guest.

•    Guestology as the scientific study of the behaviors, needs, and expectations of people in a service organization.

• Guestology involves every person with whom the service provider has in the workplace

WALTER A. SHEWHART an American physicist, engineer; and statistician. He championed the work of Walter Shewhart cycle. who is WALTER A. SHEWHART in the picture?

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WILLIAM EDWARDS DEMING American engineer, statistician, professor, author; lecturer, and management consultant. He championed the work of Walter Shewhart, including sstatistical process control, who is WILLIAM EDWARDS DEMING in the picture?

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Inseparability the production ( act of delivery of service staff) and the consumption (guest experience) cannot be separated from each other.

• TRUE

• FALSE

Albert J. Rutledge- introduced certain 8 principles on how to effectively design establishments for the purpose of both the guests and the employees as they are the ones who usually utilized establishment spaces.

• TRUE

• FALSE

A personal training so called as Coaches.

• TRUE

• FALSE

Simulation Training it refers to a training through modules couples with self-paced training method.

• TRUE

• FALSE

KNUTSON (1990) reflected in his research that the intense competition in the hospitality industry has led many businesses to look for ways on how they can profitably differentiate themselves from their competition and capture the highest quality.

• TRUE

• FALSE

The following are the Tools for Gathering Information About Applicants, which one is not?

• Application Form, Interview, Psychological test, Background/ References

• Interview, Psychological test, medical test, Background/ References

• Application Form, Interview, Psychological test

• Both A and B