thc 107 p-3

Goods differ from services mainly because:

• Goods are consumed instantly

• Services are intangible and perishable

• Goods cannot be inventoried

• Services are always cheaper

Two guests staying in the same hotel but reporting different experiences highlights:

• Tangibility

• Intangibility and variability

• Durability

• Standardization

Guests waiting in line due to full rooms reflects:

• Capacity constraint

• Unlimited inventory

• Service variability

• Integration

Using ads with images of facilities is intended to:

• Hide flaws

• Provide tangible proof of service

• Replace staff

• Reduce cost

Why must frontline staff be empowered?

• Managers can’t oversee each guest moment

• Services can be delayed until reviewed

• Services can be stored for later

• Guests prefer no contact

Guestology means:

• Studying guests systematically from their perspective

• Focusing on bureaucracy

• Ignoring guest data

• Prioritizing managers

Service standards are:

• Benchmarks of service delivery quality

• Extra costs only

• Decoration standards

• Guest opinions

In Guestology, “cast” means:

• Employees

• Guests

• Service setting

• Policies

Physical environment that influences guest feelings is:

• Servicescape

• Service delivery system

• Process

• Theme

Integration in Guestology combines:

• Actors, settings, processes

• Prices, ads, sales

• Cast and customers only

• Guest complaints