Quality Service Management

Among these are characteriscs of a service, EXCEPT one.

• Intangible

• Homogenity

• Inseparable

• Perishable

It  is like a relation of customer with service provider for their personal aims.

• Customer Interaction

• Customer Experience

• Customer Bonding

• Customer Inter-action

All are impacts on the Moment of Truth, except from one.

• • The level of concern shown for the individual customer

• • The level of civility shown towards the customer

• • The level of friendliness shown towards the customer

• • The level of civility shown towards the individual customer

What is one of the most important elements in meeting guest expectations?

• Fast Wi-Fi

• Expensive furniture

• Quality service and communication

• A large building

Why is it important for staff to respond quickly to guest needs?

• To avoid bad reviews

• To impress their manager

• To improve the guest experience

• To finish their shift early

In a restaurant setting, what is one way staff can improve the guest experience?

• Offer more dessert options

• Refill water glasses and check in after serving meals

• Suggest expensive dishes

• Take orders quickly without interaction

This refers to the entire ambience and physical environment in which the service is offered and fulfilled.

• Service Product

• Service Setting

• Service Delivery

• Service Quality

It is a component of business that defines the interaction between providers and clients where the provider offers a service.

• Service Product

• Service Setting

• Service Delivery

• Service Quality

This refer to the person-to-person interaction or series of interactions between the customer and the person delivering the service.

• Service Encounter

• Guest Experience

• Customer Interaction

• Service Interaction

It is a method for calculating the costs companies incur ensuring that products meet quality standards, as well as the costs of producing goods that fail to meet quality standards. 

• Value

• Cost

• Cost of Quality

• Quality