Service Quality Management

A _____ can be defined as anything that we can offer to make a market for attention, acquisition, use or consumption that could satisfy a need or want

• Goods

• Product

• Service

• Quality

What is the term used to describe the totality of features and characteristics of a good and services that bear on its ability to satisfy a given or implied need?

• Quality

• Service Quality Management

• Customer Service

• Satisfaction

What term is used to describe the level of customer approval resulting from comparing a product's perceived performance against their expectations?

• Satisfaction

• Quality

• Service Quality Management

• Customer Service

A _____ refer to a physical objects for which a demand exists; their physical attributes are preserved over time; and their ownership can be established, can exist independently of the owner and can be traded on market

• Product

• Goods

• Services

• Service Quality

It refers to a service product's primary operating characteristics.

• Features

• Durability

• Performance

• Conformance

It refers to the ability to perform the promised service product dependably and accurately

• Performance

• Conformance

• Features

• Reliability

Which are usually cited as a secondary aspect of performance. In such a way they supplement the basic functioning of a service product

• Serviceability

• Reliability

• Performance

• Features

The scientific study of the behaviors, needs and expectations of people in a service environment

• Guest

• Guestology

• Guestologist

They understand the guest expectations/needs before they expect it

• Guest

• Guestology

• Guestologist

In the hospitality and tourism, they play a significant role in the business operations.

• Guestology

• Guest

• Guestologist