Tell something about yourself.

Indicate the
following in paragraph form.

1. Full name and Nickname, Age, Address;

2. Why TTM?

3. Expectation on the subject and trainer.

Introduction to Quality Service
Management in Tourism and
Hospitality
 In the tourism and hospitality industry,
establishment of quality is one of the primary
reasons that an entity will be patronized. It
should always be remembered that customers
(guest as we call). them have a lot of choices.
With over decades of existence in operations
the determination of quality has changed
through the years. Add it up to the impatience
and sophistication of of our guest, this
concept should be always been inculcated and
all service providers in the industry.
 Knutson (1990) reflected in his research that the intense
competition in the hospitality industry has led many
businesses to look for ways on how they can profitably
differentiate themselves from their competition and capture
the highest quality.

 Weiermair (2000) noted that in tourism sector even though

the production and distribution of services involved different
experiences on both parts of the tourist and the suppliers The
ultimate goal is still to achieve the highest quality possible.
 To determine the "highest quality"
understand the concept of "quality". For our
guests in the Tourism and hospitality
industry, one will be using specifications,
standards, and other measures to level with
quality. Especially for our guests , sometimes
if i ask on quality , they called not define it
but would immediately illustrate , as what the
quote says , "beauty is in the eye of the
beholder ", so is quality, and more
importantly , our guess define it.
 Joseph Juran, one of pioneers in quality research , defined
quality as "fitness for use" . This means the concept of
quality is variable to the one defining it . We cannot say that
the service of a casual dining restaurant has high quality if
we have no intention of dining in the said restaurant period it
is because we are not intended for the said restaurant , so we
have no means in determining quality . A dining staff
member that has no experience in the kitchen cannot
dicipher the difference weather a kitchen knife is a good
quality or not it is because it is not fit for him to use.

 The International Organization for Standardization (ISO) , the

world body for Standardization formulation, also defined
quality as "the totality of features and characteristics of a
good or service that bear on its ability to satisfy a given or
implied need".
SERVICE PRODUCT:
GOODS AND SERVICES
Product- can be defined as anything that we can offer to a market for
attention , acquisition , use , or consumption that could satisfy a need or
want.

Goods- Hill (1999), refer to physical objects for which a demand exist; their
physical attributes are preserved overtime; Render ownership can be
established , can exist independently of the owner , and can be traded on
markets.

Services- have four features. Lovelock (1983) connoted this as the IHIP
characteristics: intangible, heterogeneous , inseparable and perishable.

Intangible- services are intangible in nature. It means that they cannot be

touch as they are not physical and can only exist in connection to the other
things.

Heterogeneous- due to their dependence on the workforce which does the

act. In hospitality , this concept is sometimes referred to as "inconsistency."

Inseparability- means that the production ( act of delivery of service staff) and
the consumption (guest experience) cannot be separated from each other.
 PERISHABILTY-Smith (1776) states that a service will
"perish in the very instant of its performance , and
seldom leave any trace our value behind them for
which an equal quantity of services called afterwards
be procured".

 Ford (2011) -mention the goods and services cannot

be separated from each other. In the delivery of
services, one cannot be performed properly without
the use of tangible items.
DIMENSIONS OF QUALITY FOR
SERVICE PRODUCTS
Garvin(1987), mention that because of the competition for
high quality goods and services and with the
internationalization of said concepts , the following
dimensions for quality should be observed and considered:

1. Performance- it refers to a service products primary

operating characteristics . Usually in the hospitality and
tourism industry , as we catering to intangible dominant
concepts , performance often means prompt service. This
dimensions of quality has very measurable attributes, that is
why brands can usually be ranked objectively on the
respective aspects. Although measurable , it is quite hard to
measure overall performance rankings as they involve
benefits that not every consumer needs.
2. Features- are dimensions of quality , which are usually cited as a
secondary aspect of performance. They are secondary in which a way
that they supplement the basic functioning of a service product. What
is important to know if that features involved objective and measurable
attributes that can be clearly observed which sometimes affect their
translation in quality differences.

3.Reliability- it refers to the ability to perform the promised service

product dependable and accurately . This means that being able to
provide service as promised is one of the main considerations in
assessing this dimension. Real ability can also mean dependability in
handling guest service problems , in that every challenge or difficulty
that may arise be treated right the first time.

4. Conformance- means that a service products design and

characteristics old meet the standards set . Juran became one of the
pioneers who specialize in this area . Service products to be
accomplished and perform properly need to have specifications . When
your product offerings or service provisions are developed ,
dimensions are actually set to become standard for evaluation. This is
specifications are treated as the "targets" to be met in a specific service
product.
5. Durability- this dimension is more detectable in goods
rather than in services and it has both technical and
economic dimensions . Technically , durability can refer to
the amount of used before a specific products detoriates.
In the case of service aspect , the both personal and
company reputation , cause in training and hiring of
qualified and complementary stuff may be considered
within his dimension.

6. Serviceability- more inclined towards goods rather than

services , is serviceability or the speed , courtesy ,
competence , and east of repair . Guests are concerned
with the breakdown of the products that are actually
offered to them . But most importantly , they are
concerned with how fast the standard they paid for can be
restored.
7. Aesthetics- how a service product is perceived is clearly a matter of
personal judgment . It reflects how a guest is as an individual .

8. Perceived Quality- guest usually do not have a complete guide on a

service products dimensions, they are indirectly measuring and this
measurement is the only basis for them to compare brands.A tour
experience for example cannot be observed directly, it usually must be
gauged by a number of tangible and intangible aspects of the tour
package. Because of this, images, as very sing and brand names can be
critical. Some brands even she from outside the country to maintain
service quality and to deliver value as they promise it to their guest.
Corporate reputation is it's most prized possession and is the focus of
perceive quality.