Hospitality Operations Analysis Ch 01: Service Fundamentals Dr. Edward A. Merritt The Collins Endowed Chair of Management California State University (Cal Poly Pomona)

2 Quality Customer Service is Winning with the customer

3 Winning With the Customer The service provider wins The customer wins

4 Quality Service is not The service provider wins The customer loses or The service provider loses The customer wins or Both lose

5 Customers Come in two Varieties External—outside the org Internal—inside the org

6 Quality Customer Service The ability to consistently meet external and internal customer: Needs Wants Expectations involving procedural and personal encounters

7 Quality Customer Service Is consistent Meets external customer needs Meets internal customer needs Includes procedural expectations Includes personal expectations

8 PROCEDURAL PERSONAL THE ARENA OF QUALITY SERVICE Room for Improvement © William B.Martin Two Dimensions of Quality Service

9 Personal Procedural The Freezer Low on procedural Low on Personal Example: K-Mart

10 Personal Procedural The Factory High on Procedures Low on Personal Example: DMV

11 Personal Procedural The Friendly Zoo Low on procedures High on personal Example: Local mom & pop

12 Personal Procedural Quality Customer Service High on procedures High on personal Example: Disney

13 Chapter End chapter 01