BSHM302

Quality Service Management in Tourism and Hospitality 10Quiz1

1. Using situational scenario, illustrate the relationship between productivity, service

quality and profitability.
-The relationship between the productivity to the profitability is that if there is an
increase in the productivity of the firm or establishment it can usually leads to higher
profitability, because it can lessen the cost savings and decrease the amount of salary
needed to hire a staff. Meanwhile, the relationship between the service quality to the
profitability is that when the firm or organization have a great service quality to their
customers there is a higher chance that they will have an increase of loyal customers
which will lead to higher demands and higher profitability. Lastly, the relationship
between the productivity and service quality is either positive, neutral or negative. For
example, if the firm wants to increase the number of staffs between the peak’s hours of
their operation, it will increase the productivity between the staffs, hence will give a
negative impact between the staff’s experience which can be applied to the service
quality of the firm. For the positive side, for example, is the technology advancement
arise in this modern era, it will increase the productivity level of the staffs, because it is
much easier and accessible not only for the staffs, but also within the consumers and
customers, which will also leads to greater service quality.

2. How are service leaders different from other hospitality providers?

-The difference between the service leaders and the other hospitality providers is that
service leaders focus more in providing a higher-quality service along within
implementing correct performance standards based on the setting they provide with
their customers and maintaining the obligation to improve their employee’s ability to
handle their consumers and customers perfectly. They are customer oriented to satisfy
their customers through the service they provide and ensure that it will stick to their
minds for a longer period of time in order from them to become a regular customer.
Service leaders also prioritize their staff’s well-being and nurtures them, in order to
develop their new skills of improve the once they have by providing a good and
respectable environment to them.