University:
California State University, Northridge
Course:
RTM 314 | Hospitality and Customer Service
Academic year:

2023
Views:

300

Pages:

11
Author:

folclord7m

servi ce What is Service? The Old View Service that is a technical after-sale function is provided by the service department. Old view of service = Customer Service Center Old Service = wrench time serving internal customers Internal Customers – persons or units within the organization that depends on and serve each other meeting increased competition If they don’t provide the experience their guests expect, someone else will. “Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest customer” service product the entire bundle of tangibles and intangibles provided by a hospitality organization to guests during a service experience, same as Service Package A service product does not refer specifically to the tangible items that may accompany the transaction, though it can include them. Both the organization and the guest defi ne it, and the defi nitions may not be the same. Define d b y the Co mp any “IN THE FACTORY WE MAKE COSMETCICOS, SELL HOPE” “N I There are no such things as service industries. There are only industries whose service components are greater or less than those of other industries. Everybody is in service – Theodore Levitt Goods to Services to More and more, today’s consumers want their Experience goods and services packaged as part of a memorable experience that has an emotional impact. “If you do not create a memory, then you have not offered a distinctive experience.” Distinctive Experiences B. Joseph Pine II & James H. Gilmore Authors, The Experience Economy understand ing the Each guest is unique. VIP – Very Individual People guest Understanding the guest includes: The traditional demographic breakdown of age, race, gender, and guests’ home locations Psychographic breakdowns of how they feel, what their attitudes, beliefs and values are. Capabilities (their KSA – knowledge, skills, attitudes) to coproduce the experience understand ing the guest Meeting the expectations of a customer who arrives needing but not really wanting the service and angry at the service provider, perhaps even at the world itself, is diffi cult. In such situations, ensuring the quality of the service experience is even more crucial because of the circumstances leading to the need for services. the guest experienc e. A service delivery system consists of: An inanimate technology part (organization and information systems and process techniques) People part (most importantly, the frontline server who delivers, or presents the service, or co-produces it with the guest) the gue st exp erie nce. SERVICE PRODUCT SERVICE SETTINGS SERVICE DELIVERY the guest experienc e. No two guest experiences are exactly alike The uniqueness is what provides the primary challenge to the hospitality service provider You can’t please every guest, but the hospitality organization has to try even though everybody is different. But these reactions of guests sometimes are somehow similar and can be studied.