Employee Satisfaction and Retention Have Always Been Important Issues
Service Quality Orientation of Management Employee Satisfaction Employee Retention Customer...
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Transcript of Service Quality Orientation of Management Employee Satisfaction Employee Retention Customer...
![Page 1: Service Quality Orientation of Management Employee Satisfaction Employee Retention Customer Satisfaction Delivery of Service Quality Customer Retention.](https://reader036.fdocuments.us/reader036/viewer/2022082419/5a4d1b207f8b9ab059995376/html5/thumbnails/1.jpg)
Service Quality Orientation of Management
Employee Satisfaction
Employee Retention
Customer Satisfaction
Delivery of Service Quality
Customer Retention
Profit
The Service Profit Chain
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Hospitality Service DeliverySERVICE DELIVERY SYSTEM COMMUNICATIONS
SYSTEM
Marketing Communications Advertising Sales Calls Public Relations Word-of-Mouth Casual ContactOperational Communications Billing and Credit Reservations Other Correspondence and
Phone Contact
Directed at CustomerVisible to Customer
HOSPITALITY OPERATING SYSTEMBack of the House Front of the House Facilities FacilitiesService Staff Guest Contact
Personnel
Not Generally Visibleto Customer
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Service Quality Assessment CriteriaTangibles
The appearance of physical facilities, equipment, personnel, and communication materials
ReliabilityThe ability to perform the promised service
dependably and accuratelyResponsiveness
The willingness to help customers and to provide prompt service
AssuranceThe knowledge and courtesy of employees and
their ability to convey trust and confidenceEmpathy
The provision of caring, individualized attention to customers
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Service Quality GapsWord of MouthCommunications Personal Needs Past Experience
Expected Service
Perceived Service
Service Delivery
Service Quality Specs
Mgmt. Perceptions of Consumer Expectations
ExternalCommunications
to Consumers
MisunderstandingCommunication
Performance Overpromising
Expectations
Marketer
Consumer
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The Cost of QualityGood cost: preventionBad cost: inspection and correctionUgly cost: defects and unsatisfied guests
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Principles of WaitingUnoccupied waits seems longer than
occupied waitsAnxiety makes the wait seem longerWaits of uncertain duration seem longer than
those of known lengthUnexplained waits seem longer than
explained waitsUnfair waits seem longer than equitable waitsA solo wait seems longest of all