QUALITY MIDTERM QUIZ 1

Establishment’s focal reason for existence is to provide safe and easy to use and understand the place.

• EXPECTATIONS

• MOOD & EMOTION

• FUNCTION VALUE

Impact on the workforce.

• EMPLOYEE SATISFACTION

• SERVICE PRODUCTION FACTORY

• GUEST EXPECTATIONS

Also known as service setting.

• SERVICE PRODUCTION FACTORY

• EXPECTATIONS

• FUNCTION VALUE

The actual, physical environment where the act of service is performed, delivered, and consumed.

• FOOD AND BEVERAGE AREA

• THE SERVICESCAPE

• SERVICE INDUSTRY

These include wind, sun, and rain effects. No element can function without each other.

• USE AREAS

• MAJOR STRUCTURES

• FORCES OF NATURE

Guest expectations.

• FUNCTION VALUE

• EMPLOYEE SATISFACTION

• EXPECTATIONS

Include the land itself, water areas, and plants.

• FORCES OF NATURE

• NATURAL ELEMENTS

• MAJOR STRUCTURES

In large complexes, these pertain to buildings and dams.

• MAJOR STRUCTURES

• HIGH STRUCTURES

• MINOR STRUCTURES

These includes, utility areas, benches for guests, walkways, and pathways.

• LAND STRUCTURES

• MINOR STRUCTURES

• MAJOR STRUCTURES

Are the areas where there is an interaction between guests and the service staff most of the time.

• USE AREAS

• NATURAL ELEMENTS

• MINOR ELEMENTS