Service Quality Orientation of Management

Employee Satisfaction

Employee Retention

Customer Satisfaction

Delivery of Service Quality

Customer Retention

Profit

The Service Profit Chain

Hospitality Service DeliverySERVICE DELIVERY SYSTEM COMMUNICATIONS

SYSTEM

Marketing Communications Advertising Sales Calls Public Relations Word-of-Mouth Casual ContactOperational Communications Billing and Credit Reservations Other Correspondence and

Phone Contact

Directed at CustomerVisible to Customer

HOSPITALITY OPERATING SYSTEMBack of the House Front of the House Facilities FacilitiesService Staff Guest Contact

Personnel

Not Generally Visibleto Customer

Service Quality Assessment CriteriaTangibles

The appearance of physical facilities, equipment, personnel, and communication materials

ReliabilityThe ability to perform the promised service

dependably and accuratelyResponsiveness

The willingness to help customers and to provide prompt service

AssuranceThe knowledge and courtesy of employees and

their ability to convey trust and confidenceEmpathy

The provision of caring, individualized attention to customers

Service Quality GapsWord of MouthCommunications Personal Needs Past Experience

Expected Service

Perceived Service

Service Delivery

Service Quality Specs

Mgmt. Perceptions of Consumer Expectations

ExternalCommunications

to Consumers

MisunderstandingCommunication

Performance Overpromising

Expectations

Marketer

Consumer

The Cost of QualityGood cost: preventionBad cost: inspection and correctionUgly cost: defects and unsatisfied guests

Principles of WaitingUnoccupied waits seems longer than

occupied waitsAnxiety makes the wait seem longerWaits of uncertain duration seem longer than

those of known lengthUnexplained waits seem longer than

explained waitsUnfair waits seem longer than equitable waitsA solo wait seems longest of all