Ch1 Service Makes The Difference

Ch1 Service Makes The Difference - Ch1 Service Makes The...

Info iconThis preview shows pages 1–2. Sign up to view the full content.

View Full Document Right Arrow Icon
Ch1 Service Makes The Difference Summary Because many obvious physical and product differences among hospitality companies have faded, consumers have looked for other ways to differentiate one hotel and restaurant brand from another. The most compelling difference in the minds of many consumers is service. Good service is defined as meeting customer need in the way that they want and expect them to be met. Superior service results from exceeding guest expectations. Hospitality operations, which often deal in intangible services, have very different management and marketing challenges than do companies that deal exclusively in tangible products. For hospitality businesses, the nature of the product is different, customers are more involved in the production process, people are part of the product, it’s harder to maintain quality control standards, the services they offer can’t be inventoried, the time factor is more important, and distribution channels are different. Broad, long-range business planning is called strategic planning. Companies must formulate general
Background image of page 1

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
Image of page 2
This is the end of the preview. Sign up to access the rest of the document.

This note was uploaded on 10/13/2011 for the course MGT 101 taught by Professor Karen during the Spring '11 term at Missouri State University-Springfield.

Page1 / 2

Ch1 Service Makes The Difference - Ch1 Service Makes The...

This preview shows document pages 1 - 2. Sign up to view the full document.

View Full Document Right Arrow Icon
Ask a homework question - tutors are online