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11 Cards in this Set
- Front
- Back
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What are the three parts of the service delivery system?
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Service product, service setting and service delivery
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KSA stands for:
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Knowledge, skills, ability
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Michael Porters 3 generic strategies for positioning products and services:
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Price; Differentiation; Niche;
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Name 3 functional values of a service setting:
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Lighting, Smiling Employees, Cleanliness
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What factors moderate individual responses
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Mood; Personality, Demographic characteristics, Purposes
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What are the 5 parts of a blueprint?
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Physical evidence, customer actions, onstage/visible contact, backstage/non-visible contact, support process
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The three management processes defined by the Juran Trilogy are?
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Quality planning, quality control, and quality improvement
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One approach to achieving outstanding service is:
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self-management through self-measurement.
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The PERT part of PERT/CPM stands for.....
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program evaluation review technique.
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When the entire service delivery process and its sub processes are drawn up in detail, just as if one were building a house, the technique is called.......
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blueprinting
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What can create a sense of security for the guest?
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Open spaces, smiling employees, and cleanliness
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