HTH 102 Lecture 7: Chapter 7 Service Guarantees

• School: Ryerson University
• Department: Hospitality and Tourism Management
• Course: HTH 102
• Professor: Chris Gibbs

Document Summary

Chapter 7 service guarantees, service failure and service recovery. Leading org. must improve service offerings and communicate the superiority of these offerings to stakeholders to maintain their position in competitive marketplace. Service guarantee: communicating commitment to service quality. Service recovery strategies: back-up system in failure occurring. Form system that facilitates superior service quality and reduces customer perceptions of risk and chances of service duplication by competitors. Service superiority: the basis for a competitive advantage. Because service is intangible, customers determine the (cid:448)alue of a(cid:374) o(cid:396)ga(cid:374)izatio(cid:374)(cid:859)s offering based on the service promise and the delivery of service quality. Value perceptions are important as customer loyalty is strongly associated with value. The two-(cid:449)a(cid:455) (cid:374)atu(cid:396)e of (cid:858)lo(cid:455)alt(cid:455)(cid:859) (key concept in service management) Service organizations aim to gain the loyalty of customers, and customers seek the loyalty of an organization through a commitment to consistent and superior quality of se(cid:396)(cid:448)i(cid:272)e (cid:894)(cid:858)se(cid:396)(cid:448)i(cid:272)e lo(cid:455)alt(cid:455)(cid:859)(cid:895)