Introduction to Quality Service

Management in Tourism and

Hospitality
Reality
Bites
Anne and her family decided to dine out one
night and chose to settle in a mall due to
convenience purposes. Due to a limited
selection because of health issues of her
family, their choices were narrowed down
into two restaurants namely; Camiling
Restaurant and Shery’s Diner; which are
Filipino fusion restaurants.
Content
Knutson (1990) reflected in his
research that the intense
competition in the hospitality
industry has led many businesses to
look for ways on how they can
profitability differentiate
themselves from their competition
and capture the highest quality.
 One of the pioneers in
“quality” research,
defined quality as
“fitness for use.”

Joseph Juran
 Service Product:
Goods and Services
A product can be defined as anything
that we can offer to a market for
attention, acquisition, use, or
consumption that could satisfy a need
or want however the definition of the
product does not only involve tangible
goods such as those that are purchased
in restaurants like burgers, fries or
drinks.
Ford (2011) mentioned that the goods and
services cannot be separated from each
other. In the delivery of services one
cannot be performed properly without
the use of tangible items.
Dimensions of Quality
for Service Products
1. Performance
This dimension of quality
has very measurable
attributes, that is why
brands can usually be
ranked objectivelyon
their respective aspects.
2. Features
They are secondary in
such a way that they
supplement the basic
functioning of a service
product.
3. Reliability
This means that being
able to provide service
as promised is one of the
main considerations in
assessing this dimension.
4. Conformance
This quality dimension means
that a service product’s
design and characteristics
should meet the standard
set.
5. Durability
This dimension is more
detectable in goods
rather than in services
and it has both
technical and economic
dimensions.
6. Serviceability
The sixth dimension of
quality, again more inclined
toward goods rather than
services, is serviceability or
the speed, courtesy,
competence, and ease of
repair.
7. Aesthetics
This dimension, along with
the last dimension, are
highly subjective. Their
taste of course are affected
by a variety of factors,
including their demographic
and psychographic
characteristics.
8. Perceived Quality
Guests usually do not have a
complete guide on a service
product’s dimension;
unknowingly, they are
indirectly measuring and this
measurement is the only basis
for them to compare brands.
Notable People in
Service Quality
Walter A. William Edwards
Shewhart Deming
Joseph M. Philip B. Armand V.
Juran Crosby Feigenbaum
 Kaoru Genichi James H.
Ishikawa Taguchi Donnelly
 A. Valarie A. Leonard L.
“Parsu”Parasu Zeithaml Berry
raman
Mary Jo Bernard H.
Bitner Booms
Christopher Theodore
Lovelock Levitt
Walt Disney Bruce Laval
 Group 1
Alyannah Ysabel O. Isidro
Regine R. Domingo