This document discusses key concepts in service quality including the five dimensions of service quality (reliability, responsiveness, assurance, empathy, tangibles), service quality gaps, quality service design techniques like Taguchi methods and poka-yoke, service quality function deployment, service failure classification, and approaches to service recovery. It also covers topics like moments of truth in customer service, measuring customer expectations and perceptions, using control charts for service processes, offering unconditional service guarantees, and performing walk-through audits to evaluate the customer experience.
The purpose of this presentation is to obtain a better understanding of the extent to which service quality is delivered within the service sector service by drawing on front-line employees (FLE) and customer perceptions of service quality. The PPT shown how closely customer expectations of service and FLE perceptions of customer expectations match. SERVQUAL is used to measure service quality amongst FLE and customers in a major service sector department.
This deck consists of total of thirty four slides. It has PPT slides highlighting important topics of Customer Journey Powerpoint Presentation Slides. This deck comprises of amazing visuals with thoroughly researched content. Each template is well crafted and designed by our PowerPoint experts. Our designers have included all the necessary PowerPoint layouts in this deck. From icons to graphs, this PPT deck has it all. The best part is that these templates are easily customizable. Just click the DOWNLOAD button shown below. Edit the colour, text, font size, add or delete the content as per the requirement. Download this deck now and engage your audience with this ready made presentation.
[Jennifer vu huong]Zen travel business planJen Vuhuong
It is a complete business plan for my idea to set up a new travel company in Vietnam. It is the one of steps to set up an international company in Vietnam.
_2014_
"The most powerful force for change in the world is a new idea in the hands of a leading social entrepreneur"_Ashoka
This presentation goes through the various moments of truth, including Zero Moment of Truth coined by Google, to the First, Second, and the Ultimate Moment of Truth. This presentation discuss what it takes to win each of these important moments.
This presentation is part of the course "Influencing Consumers' Decisions: How to Make Them Pick You". Learn more about this class and other resources at http://CuriousMarketeer.com
For a limited time / quantity: Get this full course for $7 only (over 75% off). Use the following link for this special offer: http://bit.ly/1w7rmGN
The purpose of this presentation is to obtain a better understanding of the extent to which service quality is delivered within the service sector service by drawing on front-line employees (FLE) and customer perceptions of service quality. The PPT shown how closely customer expectations of service and FLE perceptions of customer expectations match. SERVQUAL is used to measure service quality amongst FLE and customers in a major service sector department.
This deck consists of total of thirty four slides. It has PPT slides highlighting important topics of Customer Journey Powerpoint Presentation Slides. This deck comprises of amazing visuals with thoroughly researched content. Each template is well crafted and designed by our PowerPoint experts. Our designers have included all the necessary PowerPoint layouts in this deck. From icons to graphs, this PPT deck has it all. The best part is that these templates are easily customizable. Just click the DOWNLOAD button shown below. Edit the colour, text, font size, add or delete the content as per the requirement. Download this deck now and engage your audience with this ready made presentation.
[Jennifer vu huong]Zen travel business planJen Vuhuong
It is a complete business plan for my idea to set up a new travel company in Vietnam. It is the one of steps to set up an international company in Vietnam.
_2014_
"The most powerful force for change in the world is a new idea in the hands of a leading social entrepreneur"_Ashoka
This presentation goes through the various moments of truth, including Zero Moment of Truth coined by Google, to the First, Second, and the Ultimate Moment of Truth. This presentation discuss what it takes to win each of these important moments.
This presentation is part of the course "Influencing Consumers' Decisions: How to Make Them Pick You". Learn more about this class and other resources at http://CuriousMarketeer.com
For a limited time / quantity: Get this full course for $7 only (over 75% off). Use the following link for this special offer: http://bit.ly/1w7rmGN
Sam Sebastian, Director, Local & B2B Markets, Google Inc. Audiences initiate connections with a brand long before they make a purchase decision. These connections, which include search queries, reviews,
site visits, video views and many more interactions with content, influence whether users eventually select a brand or a competitor’s brand. Google’s Sam Sebastian will discuss research and examples about what Google calls the Zero Moment of Truth and share fresh strategies of how Brands are winning and optimizing the Zero Moment of Truth.
Whether we're shopping for corn flakes, concert tickets or a honeymoon in Paris, the Internet has changed
how we decide what to buy. At Google, this online decision-making moment is called the Zero Moment of Truth -- or simply ZMOT. This presentation was adapted from Daren Tomey's presentation - and utilizes resources and information from Google's Zero Moment of Truth web site.
Changes in consumer behavior, fueled by technology, require new marketing capabilities. Each year, $112 billion in advertising is wasted1. A new capability model, to optimize customer value at every interaction, is required. Progressive marketers that embrace this capability model have already realized hundreds of millions annually
for their firms.
This paper explores the fundamental changes in the business of marketing, then introduces a capability model for driving customer engagement in a connected world. This capability model enables robust optimization at “the moment
of truth,” when customers engage directly with brands.
Dr Sunil Kumar PPT and Document Link details - Google Sheets.pdfDr. Sunil Kumar
All PPT Link to Download
title
Hunar se rozgar in f & b service theory manual
Co operation to other department on hotel
Upselling methods
Checkout system
Bell boys
Bell desk
Arrival & departure
Career in tourism
Careers in the hospitality industry
Check out procedure
Classification of hotels
Club service facilities in hotels
Concierge functions
Concierge
Definition of hospitality
Effective complants handling
Eva floor
front office basic
Functions of reservation &porters
Grooming standards
Group check in
Guest check out
How to hadle complaints
How to write job descriptions
Introduction to the hospitality industry
Jobspecification
Mail handling
Mission statement
Notes on duties of f.o staff
Registration
Reservation channels
Reservation modes
Reservation sources
Reservation&room selling procedures
Reservation
Reservations
Rooms all type
Sections of front office department in hotels
Skills of f.o
Telephone techniques
Time share
Types of hotels
Types of hotels
Types of rack rates
Types of reservation
Types of tourism
career path in hospitality
Yield management
Job interview attire slide show
Food and bevarage sections in hotels
G.d techniques
Group discussion
House keeping basics
Importance of h.k deptt
Improving communication
Interview presentation1
Interview questions
Interview questions
Interview
Interview preparation for_website_68141_72873
Interviewing skills
Interviewing skills
Interviewing powerselling
Inventory of linen
Laundry equipment notes
Laundry location
Laundry
M.p tourism
Manager skills ppt
Moments of truth
Motivation
Opl
Personal hygine
Personality devolopment
Ppt mtivation
Ppt on managerial skills
fish ppt
Providing execeptional service
Quality service delivery
Quality service
Research project on medical tourism
Resources successful interviews
Resume &interview
Resume&interview preparation
Room status
Safety by h.k deptt
Self introduction
Service types
Service
Solving the mystique of interviewing
Table setting
Types of interview
Uniforms
Various tourism
Wash cycle
What towear
state institute of hotel management , tilyar lake , rohtak News
state institute of hotel management , tilyar lake , rohtak
Body language
introduction to hk_dept.
Wines of port & spain
1 beer and beer service
2 wine service
Alcoholic beverage
Alcoholic beverages
American whicky
Armagnac
Basic of wine
Beer ok
Beer1
Bitters
Brandy
Brandy2
Champagne
Cocktail
Cocktails
Cognac
Dine with wine
Distillation
English gin
French wines
Gin
Gin
Gin2
Irish whiskey
Italain win
Italy win (2)
Ital y win
Liqueur
Liqueurs
Eating market dynamics
the leela kempinski gurgaon delhi ncr
3 deptt of hotels
Advertisements
INTRODUCTION OF HOSPITALITY INDUSTRY
Banquet
Banquets
Bar operations
Bar operatioon
Basicskill
Beverage service
Body language new
Body language
Body language
Breakfast ok
Buffet
C.v&interview preparation
Calcutta times bash
Career planning1
Cheese ok
Wine project
01 menage
02 preparation of table
03 standard cover
04 sequence of service
05 silver service
Resort Management is the comprehensive and strategic oversight of all operations within a resort property, aimed at delivering exceptional guest experiences and maximizing profitability. It involves the efficient coordination of various departments, including accommodations, food and beverage, recreational facilities, guest services, and administration.
A successful resort management team ensures that all aspects of the resort are functioning seamlessly to create a welcoming and enjoyable environment for guests. This includes maintaining the highest standards of customer service, implementing effective marketing and sales strategies, managing reservations and bookings, coordinating housekeeping and maintenance services, and overseeing financial operations.
Resort managers are responsible for setting the overall vision and direction of the property, developing strategic plans to attract and retain guests, and ensuring that the resort meets or exceeds guest expectations. They work closely with department heads and staff to provide ongoing training and guidance, fostering a culture of exceptional service and professionalism.
In addition to guest satisfaction, resort management also focuses on financial performance. Managers are responsible for budgeting, cost control, and revenue management to optimize profitability. They analyze market trends, monitor competitors, and make informed decisions to drive revenue growth and operational efficiency.
Resort management also involves maintaining and enhancing the resort's physical infrastructure, including buildings, landscapes, and amenities. This includes regular maintenance, renovations, and upgrades to ensure a visually appealing and well-maintained property.
Furthermore, resort managers must stay abreast of industry trends, technological advancements, and evolving guest preferences. They leverage this knowledge to implement innovative practices, adopt sustainable initiatives, and deliver unique experiences that set their resort apart from competitors.
Digital Marketing All Module Sunil Kumar.pptxDr. Sunil Kumar
Slide 1: Introduction
Welcome to the Digital Marketing Presentation
Overview of the power and potential of digital marketing
Slide 2: What is Digital Marketing?
Definition of digital marketing
Importance of digital marketing in today's business landscape
Slide 3: Key Components of Digital Marketing
Search Engine Optimization (SEO)
Pay-Per-Click Advertising (PPC)
Social Media Marketing
Email Marketing
Content Marketing
Influencer Marketing
Slide 4: Benefits of Digital Marketing
Increased brand visibility and recognition
Enhanced targeting and personalization
Improved customer engagement and interaction
Higher conversion rates and ROI
Real-time tracking and analytics
Slide 5: Digital Marketing Channels
Website and Landing Pages
Search Engines (Google, Bing, etc.)
Social Media Platforms (Facebook, Instagram, LinkedIn, Twitter)
Email Platforms (Mailchimp, Constant Contact, etc.)
Online Advertising Networks (Google Ads, Facebook Ads, etc.)
Slide 6: Developing a Digital Marketing Strategy
Identifying business objectives and goals
Understanding target audience and buyer personas
Selecting the right digital marketing channels
Creating compelling content and messaging
Implementing effective tracking and measurement
Slide 7: Digital Marketing Tools and Technologies
Analytics platforms (Google Analytics, Adobe Analytics)
Customer Relationship Management (CRM) software
Marketing Automation tools (HubSpot, Marketo, etc.)
Social media management and scheduling tools
Content management systems (CMS)
Slide 8: Best Practices for Digital Marketing Success
Consistent branding and messaging
Mobile optimization and responsive design
A/B testing and optimization
Data-driven decision making
Continuous learning and staying updated with industry trends
June 3, 2024 Anti-Semitism Letter Sent to MIT President Kornbluth and MIT Cor...Levi Shapiro
Letter from the Congress of the United States regarding Anti-Semitism sent June 3rd to MIT President Sally Kornbluth, MIT Corp Chair, Mark Gorenberg
Dear Dr. Kornbluth and Mr. Gorenberg,
The US House of Representatives is deeply concerned by ongoing and pervasive acts of antisemitic
harassment and intimidation at the Massachusetts Institute of Technology (MIT). Failing to act decisively to ensure a safe learning environment for all students would be a grave dereliction of your responsibilities as President of MIT and Chair of the MIT Corporation.
This Congress will not stand idly by and allow an environment hostile to Jewish students to persist. The House believes that your institution is in violation of Title VI of the Civil Rights Act, and the inability or
unwillingness to rectify this violation through action requires accountability.
Postsecondary education is a unique opportunity for students to learn and have their ideas and beliefs challenged. However, universities receiving hundreds of millions of federal funds annually have denied
students that opportunity and have been hijacked to become venues for the promotion of terrorism, antisemitic harassment and intimidation, unlawful encampments, and in some cases, assaults and riots.
The House of Representatives will not countenance the use of federal funds to indoctrinate students into hateful, antisemitic, anti-American supporters of terrorism. Investigations into campus antisemitism by the Committee on Education and the Workforce and the Committee on Ways and Means have been expanded into a Congress-wide probe across all relevant jurisdictions to address this national crisis. The undersigned Committees will conduct oversight into the use of federal funds at MIT and its learning environment under authorities granted to each Committee.
• The Committee on Education and the Workforce has been investigating your institution since December 7, 2023. The Committee has broad jurisdiction over postsecondary education, including its compliance with Title VI of the Civil Rights Act, campus safety concerns over disruptions to the learning environment, and the awarding of federal student aid under the Higher Education Act.
• The Committee on Oversight and Accountability is investigating the sources of funding and other support flowing to groups espousing pro-Hamas propaganda and engaged in antisemitic harassment and intimidation of students. The Committee on Oversight and Accountability is the principal oversight committee of the US House of Representatives and has broad authority to investigate “any matter” at “any time” under House Rule X.
• The Committee on Ways and Means has been investigating several universities since November 15, 2023, when the Committee held a hearing entitled From Ivory Towers to Dark Corners: Investigating the Nexus Between Antisemitism, Tax-Exempt Universities, and Terror Financing. The Committee followed the hearing with letters to those institutions on January 10, 202
Macroeconomics- Movie Location
This will be used as part of your Personal Professional Portfolio once graded.
Objective:
Prepare a presentation or a paper using research, basic comparative analysis, data organization and application of economic information. You will make an informed assessment of an economic climate outside of the United States to accomplish an entertainment industry objective.
A Strategic Approach: GenAI in EducationPeter Windle
Artificial Intelligence (AI) technologies such as Generative AI, Image Generators and Large Language Models have had a dramatic impact on teaching, learning and assessment over the past 18 months. The most immediate threat AI posed was to Academic Integrity with Higher Education Institutes (HEIs) focusing their efforts on combating the use of GenAI in assessment. Guidelines were developed for staff and students, policies put in place too. Innovative educators have forged paths in the use of Generative AI for teaching, learning and assessments leading to pockets of transformation springing up across HEIs, often with little or no top-down guidance, support or direction.
This Gasta posits a strategic approach to integrating AI into HEIs to prepare staff, students and the curriculum for an evolving world and workplace. We will highlight the advantages of working with these technologies beyond the realm of teaching, learning and assessment by considering prompt engineering skills, industry impact, curriculum changes, and the need for staff upskilling. In contrast, not engaging strategically with Generative AI poses risks, including falling behind peers, missed opportunities and failing to ensure our graduates remain employable. The rapid evolution of AI technologies necessitates a proactive and strategic approach if we are to remain relevant.
Embracing GenAI - A Strategic ImperativePeter Windle
Artificial Intelligence (AI) technologies such as Generative AI, Image Generators and Large Language Models have had a dramatic impact on teaching, learning and assessment over the past 18 months. The most immediate threat AI posed was to Academic Integrity with Higher Education Institutes (HEIs) focusing their efforts on combating the use of GenAI in assessment. Guidelines were developed for staff and students, policies put in place too. Innovative educators have forged paths in the use of Generative AI for teaching, learning and assessments leading to pockets of transformation springing up across HEIs, often with little or no top-down guidance, support or direction.
This Gasta posits a strategic approach to integrating AI into HEIs to prepare staff, students and the curriculum for an evolving world and workplace. We will highlight the advantages of working with these technologies beyond the realm of teaching, learning and assessment by considering prompt engineering skills, industry impact, curriculum changes, and the need for staff upskilling. In contrast, not engaging strategically with Generative AI poses risks, including falling behind peers, missed opportunities and failing to ensure our graduates remain employable. The rapid evolution of AI technologies necessitates a proactive and strategic approach if we are to remain relevant.
The French Revolution, which began in 1789, was a period of radical social and political upheaval in France. It marked the decline of absolute monarchies, the rise of secular and democratic republics, and the eventual rise of Napoleon Bonaparte. This revolutionary period is crucial in understanding the transition from feudalism to modernity in Europe.
For more information, visit-www.vavaclasses.com
Instructions for Submissions thorugh G- Classroom.pptxJheel Barad
This presentation provides a briefing on how to upload submissions and documents in Google Classroom. It was prepared as part of an orientation for new Sainik School in-service teacher trainees. As a training officer, my goal is to ensure that you are comfortable and proficient with this essential tool for managing assignments and fostering student engagement.
Operation “Blue Star” is the only event in the history of Independent India where the state went into war with its own people. Even after about 40 years it is not clear if it was culmination of states anger over people of the region, a political game of power or start of dictatorial chapter in the democratic setup.
The people of Punjab felt alienated from main stream due to denial of their just demands during a long democratic struggle since independence. As it happen all over the word, it led to militant struggle with great loss of lives of military, police and civilian personnel. Killing of Indira Gandhi and massacre of innocent Sikhs in Delhi and other India cities was also associated with this movement.
How to Make a Field invisible in Odoo 17Celine George
It is possible to hide or invisible some fields in odoo. Commonly using “invisible” attribute in the field definition to invisible the fields. This slide will show how to make a field invisible in odoo 17.
2. Learning Objectives
Describe the five dimensions of service quality.
Use the service quality gap model to diagnose
quality problems.
Illustrate how Taguchi methods and poka-yoke
methods are applied to quality design.
Perform service quality function deployment.
Construct a statistical process control chart.
Develop unconditional service guarantees.
Plan for service recovery.
Perform a walk-through audit (WtA)
3. Moments of Truth
Each customer contact is called a moment
of truth.
You have the ability to either satisfy or
dissatisfy them when you contact them.
A service recovery is satisfying a
previously dissatisfied customer and
making them a loyal customer.
4. Dimensions of Service Quality
Reliability: Perform promised service
dependably and accurately. Example:
receive mail at same time each day.
Responsiveness: Willingness to help
customers promptly. Example: avoid
keeping customers waiting for no apparent
reason.
5. Dimensions of Service Quality
Assurance: Ability to convey trust and
confidence. Example: being polite and
showing respect for customer.
Empathy: Ability to be approachable.
Example: being a good listener.
Tangibles: Physical facilities and
facilitating goods. Example: cleanliness.
6. Perceived Service Quality
Word of
mouth
Personal
needs
Past
experience
Expected
service
Perceived
service
Service Quality
Dimensions
Reliability
Responsiveness
Assurance
Empathy
Tangibles
Service Quality Assessment
1. Expectations exceeded
ES<PS (Quality surprise)
2. Expectations met
ES~PS (Satisfactory quality)
3. Expectations not met
ES>PS (Unacceptable quality)
7. Service Quality Gap ModelCustomer
Perceptions
Customer
Expectations
Service
Delivery
Service
Standards
Management
Perceptions
of Customer
Expectations
Managing the
Evidence
Conformance Service Design
Understanding
the Customer
Customer Satisfaction
GAP 5
Customer /
Marketing Research
GAP 1
Conformance
GAP 3
Communication
GAP 4
Design GAP 2
Service Quality Gap Model
8. Quality Service by Design
Quality in the Service Package
Budget Hotel example
Taguchi Methods (Robustness)
Notifying maids of rooms for cleaning
Poka-yoke (fail-safing)
Height bar at amusement park
Quality Function Deployment
House of Quality
9. Classification of Service Failures
with Poka-Yoke Opportunities
Server Errors
Task:
Doing work incorrectly
Treatment:
Failure to listen to customer
Tangible:
Failure to wear clean uniform
Customer Errors
Preparation:
Failure to bring necessary
materials
Encounter:
Failure to follow system flow
Resolution:
Failure to signal service
failure
10. House of Quality
Importance
Relative
1 2 3 4 5Customer Expectations
Reliability
Responsiveness
Assurance
Empathy
Tangibles
Comparison with Volvo Dealer
Weighted score
Improvement difficulty rank
O O
O Weak
Medium
* Strong
9
9
9
Training
Attitude
Capacity
Informatiion
Equipment
8
7
7
6 6
5 5
5
5
4
4
3 3
3
3
2
2 2
2
+
_
+
Customer Perceptions
o
+
+
+
o
o
o
o
+
o
o
o
o
o
o Village Volvo
+ Volvo Dealer
Service Elements
Relationships
127 82 63 102 65
1
* *
11. Achieving Service Quality
Cost of Quality (Juran)
Service Process Control
Statistical Process Control (Deming)
Unconditional Service Guarantee
12. Costs of Service Quality
(Bank Example)
Failure costs Detection costs Prevention costs
External failure: Process control Quality planning
Loss of future business Peer review Training program
Negative word-of-mouth Supervision Quality audits
Liability insurance Customer comment card Data acquisition and analysis
Legal judgments Inspection Recruitment and selection
Interest penalties Supplier evaluation
Internal failure:
Scrapped forms
Rework
Recovery:
Expedite disruption
Labor and materials
13. Service Process Control
Resources
Identify reason
for
nonconformance
Establish
measure of
performance
Monitor
conformance to
requirements
Take
corrective
action
Service
concept
Customer
input
Customer
output
Service
process
14. Control Chart of Departure Delays
60
70
80
90
100
Percentageofflightson
time
expected
Lower Control Limit
1998 199
9
n
pp
pUCL
−
+=
1(
3
n
pp
pLCL
−
−=
1(
3
15. Unconditional Service Guarantee:
Customer View
Unconditional (L.L. Bean)
Easy to understand and communicate
(Bennigan’s)
Meaningful (Domino’s Pizza)
Easy to invoke (Cititravel)
Easy to collect (Manpower)
16. Unconditional Service Guarantee:
Management View
Focuses on customers (British Airways)
Sets clear standards (FedEx)
Guarantees feedback (Manpower)
Promotes an understanding of the service
delivery system (Bug Killer)
Builds customer loyalty by making
expectations explicit
17. Customer Satisfaction
All customers want to be satisfied.
Customer loyalty is only due to the lack of
a better alternative
Giving customers some extra value will
delight them by exceeding their
expectations and insure their return
18. Customer Feedback and
Word-of-Mouth
The average business only hears from 4% of their customers who are
dissatisfied with their products or services. Of the 96% who do not
bother to complain, 25% of them have serious problems.
The 4% complainers are more likely to stay with the supplier than are the
96% non-complainers.
About 60% of the complainers would stay as customers if their problem
was resolved and 95% would stay if the problem was resolved quickly.
A dissatisfied customer will tell between 10 and 20 other people about
their problem.
A customer who has had a problem resolved by a company will tell about
5 people about their situation.
19. Walk-Through-Audit
Service delivery system should conform to
customer expectations.
Customer impression of service influenced
by use of all senses.
Service managers lose sensitivity due to
familiarity.
Need detailed service audit from a
customer’s perspective.
21. Approaches to Service Recovery
Case-by-case addresses each customer’s
complaint individually but could lead to
perception of unfairness.
Systematic response uses a protocol to handle
complaints but needs prior identification of
critical failure points and continuous updating.
Early intervention attempts to fix problem before
the customer is affected.
Substitute service allows rival firm to provide
service but could lead to loss of customer.
22. Topics for Discussion
How do the five dimensions of service quality
differ from those of product quality?
Why is measuring service quality so difficult?
Compare the philosophies of Deming and Crosby.
What are the limitations of “benchmarking”.
Illustrate the four components in the cost of
quality for a service.
Why do service firms hesitate to offer a service
guarantee?
How can recovery from a service failure be a
blessing in disguise?
23. Interactive Exercise
The class breaks into small groups. Each
group identifies the worst service
experience and the best service experience
that any member has had. Return to class
and discuss what has been learned about
service quality.
24. The Complaint Letter
1. Briefly summarize the complaints and
compliments in Dr. Loflin’s letter.
2. Critique the letter of Gail Pearson in reply to Dr.
Loflin. What are the strengths and weaknesses
of the letter?
3. Prepare an “improved” response letter from Gail
Pearson
4. What further action should Gail Pearson take in
view of this incident?
25. The Museum of Art and Design
1. Critique the WtA gap analysis. Could
there be other explanations for the gaps?
2. Make recommendations for closing the
gaps found in the WtA.
3. How can the servicescape help in self-
selecting customers and employees?