HMGT 400-Exam 1 Questions And Answers With Verified Study Solutions

product: the service product; is why the customer, client, or guests comes to the org in the first place service: the term servicescape, used to describe the aspects of the setting that contribute to the guests' overall feel of experience delivery: including human components&the physical production process, plus organizations and info systems, and techniques that help deliver the service - Answer-PSD: servicescape - Answer--involves the atmosphere surrounding the service -where you physically are -the mood "how they make you feel" physical parts your 5 senses presentation - Answer-physiological response: your brain thinking abt the aspects, saw website and decide to go there, level of expectations, reviews - Answer-cognitive response: if overly satisfied or negative response - Answer-emotional response: guestology - Answer-The study of guests and their behavior-their wants, needs, expectations-with the aim of aligning the organization's strategy, staff, and systems so as to provide outstanding service to guests Guestologist - Answer-A specialist in identifying how hospitality organizations can best respond to the needs, wants, and expectations of their targeted guest markets an abbreviation for knowledge, skills, and abilities necessary to do a job - Answer-KSAs:service package or product - Answer-the entire bundle of tangibles and intangibles provided by a hospitality org to guests during a service experience guest experience - Answer-sum total of experiences of the service product, setting, and delivery system, the guest has with the service provider on a given occasion or set of occasions service product+service setting+service delivery system - Answer-guest experience= moment of truth - Answer-Any key or crucial moment or period during a service encounter, a make-orbreak moment critical incident - Answer-a memorable event that deviates significantly, either positively or negatively, from what the guest expects or considers normal in a service encounter service value - Answer-the relationship of the quality if the service to its cost service strategy - Answer-the orgs plan for providing the experience guests expect market niche - Answer-A gap in a market that an organization seeks out, focuses on, and attempts to fill to attract customers and compete successfully develop vision develop mission develop service strategies develop action plans