How a company positions itself in the market with respect to its rivals in its particular space is of primary concern.

Company can’t continue its operation without raw materials, equipment & other supplies.

Pool of skilled employees is also of utmost importance.

Focuses on making a company’s service being attractive and unique in comparison to those of its components.

Concentrates on developing services for niche market. This strategy requires a deep understanding of the customer’s needs of a company.

Focuses on increasing profits by reducing operational costs and charging lower prices.

Shops instinctively, no shopping list.

Drives majority of the sales revenues.

They buy for a specific reason and occasion.

These customers likes markdowns.

No specific need or desire in mind.

Define guestology as the scientific study of behaviors, needs, and expectations of people in a service environment, and how to use that knowledge to optimally manage a service organization.

Mentioned in her study that guestology involves knowing the guests or clients and their needs and wants, perceptions, and expectations.

About delivering  the needs and wants of our guests.

About anticipating the needs & wants of our guests.

The amount of use before a specific product deteriorates.

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

Dimensions of quality, which are usually cited as secondary aspect of performance.

It refers to a service product’s primary operating characteristics.  Often means prompt service.

Means that a service product’s design and characteristics should meet the standard set.

Guest are concerned with the breakdown of the products that are actually offered to them.

How a service product is perceived- a matter of personal judgment.

Refer to physical objects for which a demand exists.

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

TRUE OR FALSE

Service is a skill.

Hospitality is a spirit.

 Service is what  we do for our guest.

Hospitality is what we don’t do with them.

Hospitality is expected to be built-in with any products.

The ultimate goal is to achieve the highest quality possible.

Service is about delivering  the needs and wants of our guests.

Hospitality is about anticipating the needs & wants of our guests.

Hospitality is the sequence of acts, tasks, & procedures which are done with consistency.

Service is the totality of features and characteristics of a good or service that bear on its ability to satisfy a given or implied need.

FOUR FEATURES OF SERVICES

BASIC PROBLEMS IN THE INDUSTRY