The document discusses how people, processes, and physical evidence impact quality service in the tourism, hospitality, and leisure industries. It identifies three groups of people - customers, employees, and management - who influence the customer experience. Six approaches to improving service processes are outlined: task analysis, models of behavior, influencing environment, recruitment, objective setting, and structure. The importance of considering customer expectations, organizational culture, and transaction nature before implementing new processes is emphasized. Various process evaluation and technology application methods are also examined.

1. THE IMPACT OF PEOPLE, PROCESS
AND PHYSICAL EVIDENCE ON
TOURISM, HOSPITALITY, AND
LEISURE SERVICE QUALITY
By La Belle group:
Mallari,Angela
Asistin, Jennielou
Tobias, Hannah
Sinio, Janina

2. PEOPLE
Three distinct groups of people who participate
in the customer’s experience of quality service:
• 1. Customer
• 2. Employees
• 3. Management

3. PROCESSES
6 approaches to service improvement
• 1.Task analysis
• 2. Models of behavior
• 3. Influencing the environment
• 4. Recruitment approach
• 5. Objective setting approach
• 6. Structure approach

4. PROCESSES
• The 6 approaches mentioned on the previous slide are
not universal in application.
Management must consider 3 factors before
implementing or changing a process:
• 1. Customer satisfaction level or expectation
• 2. Organizational culture
• 3. Nature of transaction

5. PROCESSES
• Benchmarking- measures performance in
conjunction with improvement initiatives to
measure comparative operating performance and
identify best practices.
4 domains of benchmarking:
• 1. Profitability
• 2. Service Quality
• 3. Marketing Effectiveness
• 4. Productivity

6. PROCESSES
• Blueprinting- another method of evaluating
process. It examines the flow of service.
• Handling service problems-
2 types of explanation under handling service
problems:
• 1. Internal
• 2. External

7. PROCESSES
• Customer comment cards- it is economical
and easy to administer
Service evaluation consisted 4 distinct factors:
• 1. Satisfiers
• 2. Dissatisfiers
• 3. Criticals
• 4. Neutrals

8. PROCESSES
Technology- is finding increasing application in
Hospitality,Tourism and Leisure.
3 types of technology:
1.Product technology
2.Process technology
3.Management technology

9. PROCESSES
3 systems approach to technology
applications:
1.Operating systems
2.Communication systems
3.Management systems

10. PROCESSES
Application of technology (specifically in
hospitality) in 4 areas:
• 1. Building technology
• 2. Environmental management technology
• 3. Food production and service technology
• 4. Information technology

11. PROCESSES
6 categories of risk associated with complex
technology implementation:
• 1. History: Previous experience of success and failure
• 2. Context or organizational characteristics: this is
complicated by the numerous stakeholders involved
in a DMS (Destination Management System)
• 3. External context: pressures from governmental
agencies or competitive pressures

12. PROCESSES
• 4. Content: The size and complexity of the
project, the number and variety of
participating entities
• 5. Process:The way the implementation is
structured, project management
• 6. Risk outcomes: how closely the outcomes
are tied to participant goals and objectives

13. PROCESSES
4 focal points for successful public/private
technology:
1. Governance: the ability of major participants to
reach consensus on objectives
2. Project management: there is a multidirectional
flow of information

14. PROCESSES
3. Market need: identifiable need for the DMS,
which may be predicated on economic
survival of the participants
4. Learning: development of a DMS is an
incremental process and less likely to fail if
some of the participants have prior
experience with the technology

15. PHYSICAL EVIDENCE
• Physical evidence can be both:
1. Controllable
2. Uncontrollable
What impact does physical space have on
customers and employees?