QSM

• QUALITY SERVICE MANAGEMENT IT IS EMCOMPASSES A VARIETY OF PROCESSES
• INTANGIBLE- IT CANNOT BE TOUCHED
• HETEROGENEOUS- DEPENDENCE ON THEIR WORKPLACE
• INSEPARABLE- CANNOT BE SEPARATED
• PERISHABLE- ADDAM SMITH 1776
• DIFFERENT TYPES OF SERVICE

  • BAD SERVICE
  • GOOD SERVICE
  • EXCELLENCE SERVICE
• PERFORMANCE- SERVICE PRODUCTS PRIMARY OPERATING
• FEATURES- ARE DIMENSION OF QUALITY
• RELIABILITY- ABILITY TO PERFORM
• CONFORMANCE- SHOULD BE MEET THE STANDARD
• DURABILITY- IS MORE DETECTABLE IN GOOD RATHER THAN IN SERVICES
• SERVICEABILITY- SIXTH DIMENSION OF QUALITY
• AESTHETIC- THE LAST DIMENSION OR ARE HIGHLY SUBJECTIVE
• PERCEIVED QUALITY- DO NOT HAVE A COMPLETE GUIDE ON A SERVICE
• BRUCE LAVAL- THE FATHER OF GUESTOLOGY
• DICKSON(2010)- AS THE SCIENCETIFIC STUDY OF THE BEHAVIORS
• KLEIN(2014)- MENTIONED IN THER STUDY THAT GUESTOLOGY INVOLVES KNOWING THE GUESTS OR CLIENTS
• FIVE BASIC TYPES OF CUSTOMERS

  • LOYAL CUSTOMERS
  • IMPLUSE CUSTOMERS
  • DISCOUNT CUSTOMERS
  • NEED-BASED CUSTOMERS
  • WANDERING CUSTOMERS
  • QUALITY AND VALUE
• LOYAL CUSTOMERS- ARE ACTULLY MOST IMPORTANTSEGMENT
• IMPLUSE CUSTOMERS- ARE THE BEST TYPE TO GO SUGGESTIVES SELLING
• DISCOUNT CUSTOMERS- WHICH AFFECT A COMPANY'S INVENTORY
• NEED-BASED CUSTOMERS - IS DRIVE BY SPECIFIC NEED
• WANDERING CUSTOMERS- LARGEST AMOUNT OF TRAFFIC THERES NO SPECIFIC NEEDS
• SIX LEVELS OF SERVICE

  • CRIMINAL SERVICE
  • BASIC SERVICE
  • EXPECTED SERVICE
  • DESIRED SERVICE
  • SUPRISING SERVICE
  • UNBELIEVABLE SERVICE
• BASIC SERVICE - IS CONGRUENT TO DISSAPPOINMENT
• CRIMINAL SERVICE - IS THE WORST SERVICE
• EXPECTED SERVICE- NOTHING SPECIAL
• DESIRED SERVICE - IS WHAT YOUR CUSTOMERS HOPE FOR AND PREFER
• SUPRISING SERVICE - MEANS SOMETHING SPECIAL
• UNBELIEVABLE SERVICE - IS ASTONIS HIGHLY AND FANTASTIC SERVICE
• QUALITY AND VALUE - GUEST IS ACTUALLY BASED ON THE DIFFERENCE BETWEEN THEIR EXPECTATION AND THEIR EXPERIENCE
• MICHAEL PORTER - IDENTIFIES THREE STRATEGIES
• THREE STRATEGIES

  • COST LEADERSHIP STRATEGY
  • DIFFERENTIATION STRATEGY
  • FOCUS STRATEGY
• COST LEADERSHIP STRATEGY - FOCUSSES ON INCREASING PROFITS
• DIFFERENTIATION STRATEGY - FOCUSSES ON MAKING COMPANY'S SERVICE BEING ATTRACTIVE
• FOCUS STRATEGY - CONCENTRATES ON DEVELOPING SERVICE