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Unformatted text preview: • Intangible services- guest cannot return them • Inseparability of production and consumption of the service product due to the guests’ demands • Perishability- cannot get lost profits from services we did not sell The Focus on service • Great service results in happy guest which provide service with continued money and word of mouth advertising • Seven deadly sins of service: 1. Apathy 2. Brush off 3. Coldness 4. Condescension 5. Robotics 6. Rule Books 7. Runaround Perfecting Service • Teamwork creates successful service • Success: 1. Focus on guest 2. Understand role of guest service 3. Anticipate guest needs 4. Thrive on change...
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This note was uploaded on 08/30/2011 for the course HFT 1000 taught by Professor Staff during the Fall '08 term at University of Central Florida.
- Fall '08