Week 4 - The nature of hospitality service products

Hospitality businesses provide products that have both tangible and intangible elements on a daily basis as they form the backbone of what the industry is about.

• True

• False

Which one of the following is not an intangible product?

• Staff skill levels / job skills

• Reputation

• Customer service

• Spa facility

(a)   refers to the fact that if the service product is not produced and consumed at a given point in time then the opportunity to sell that service product is lost and cannot be regained.

List 4 internal factors and discuss 1 with example

List 4 external factors and discuss 1 using examples

List 5 trends in the hospitality industry

Hospitality has several unique characteristics that affect the delivery of service products, which one is not a characteristic of hospitality?

• Multiplier effect

• Variability

• Perishability
• Intangibility

Which of the following best describes the term 'perishability' in the context of hospitality services?

• Services cannot be stored for later use

• Services can be easily replicated

• Services are always available

• Services have a fixed price

In hospitality, which of the following is considered a tangible product?

• Ambiance

• Food and beverages

• Customer loyalty

• Staff training

Which of the following best illustrates the concept of 'intangibility' in hospitality services?

• Physical items that can be touched

• Services that cannot be seen or touched

• Products that have a fixed lifespan

• Items that can be stored for future use