1 2 3

Kotler

Tangible Service

Intangible Service

Service Recovery

) Hospitality Hotel & Restaurant Service SERVICE Smile Expertise Resourcefulness Volunteer to help Interests in the problems Courtesy at all the time Enthusiasm in your work

(Service Product) (Package Service)

10

(Service Setting & Environment)

(Service-Delivery System)

11

12

13

( Service) ( )

(Tangible Products) (Explicit

(Intangible Products) (Implicit

Service)

14

) 1.

2.

15

) 1.

2. ( ) 1. 2.
16

) 1. 2.

) 1. 2.

17

(Intangibility)

18

(Heterogeneity)

(S.O.P.)
19

(Service)

20

Ragidity

21

Seasonality

22

Sensibility

(S.W.O.T)
23

Perishability

24

Inseparability

25