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| organizations that meet and often exceed customer expectations regarding service quality and value and that have a high degree of excellence in their services, processes, and business support system; these organizations also frequently have a world-class reputation. |
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| the entire burdon expended by a guest to receive a service, including tangible quantifiable costs and intangible nonquantifiable costs like opportunity costs of foregoing alternative opportunities, annoyance at recieving at receiving unsatisfactory service, and so forth. |
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| characteristics that a guest hopes and assumes will be associated with a service experience |
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| consisting of the service product, setting, and delivery system, it is the sum total of the experience that the guest has with the service provider on a given occasion or set of occasions; often referred to a service experience in other service industries. |
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| a specialist in identifying how hospitality organizations can best respond to the needs, wants, and expectations of their targeted guest markets |
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| an industry consisting basically of organizations that offer guests courteous, professional food, drink, and lodging services, alone or in combination, but in an expanded definition also including them park, gaming, cruise ship, trade show, fair, meeting, planning, and convention organizations |
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| persons or units within the organization that depend on and serve each other |
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| a term coined by jan carlzon to refer to any key or crucial moment or period duing a service encounter, a make-or-break moment; subsequently expanded by others to include any significant or memorable interaction point between organization and guest |
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| special meaning in the hospitality field: the difference between what the guest expects and what the guest gets |
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| an action or performed task that takes place by direct contact between the customer or guest and the representatives of the service organization |
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| the human components and the physical production processes, plus the organizational and information systems, involved in delivering the service to the customer |
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| the actual person-to-person interaciton or series of interactions between the customer and the persons delivering the service. |
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| hte physical location and its characteristics within which the organization provides service to guests; same as service setting and servicescape |
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| the entire bundle of tangibles and intangibles provided by a hospitality organization to guests during a service experience; same as service package |
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| difference between the service that the customer expects to get and the service that a customer actually receives |
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| physical location and its characteristics within which the organization provides service to guests; same as service environment and servicescape |
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| the relationship of the quality of the service to its cost, or service quality divided by cost of service |
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| quality related to cost, or quality divided by cost |
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| the specific plans that translate the service strategy into guides for employee activity over the coming period, usually a year. |
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| associated with a specific product, service, or organization, used to differentiate the organization's offerings so as to achieve market superiority over competitors. |
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| a strength basic and perhaps unique to an organization |
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| the day of the year which the organization assumes when determining how much capacity to design for; used to balance the costs to the organization of excess capacity and the cost to the guest of inadequate capacity |
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| a strategy designed to create in the guests mind desirable differences, either real or driven by marketing and advertising, between the service or product offered by the organization and other competing services and products |
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| examination of the present opportunities and threats in the external business environment, and forecast of the future environment, within the the organization operates to determine the impact of external factors on the organization and to discover key drivers that will satisfy present and future guests |
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| a careful examination of the organization's present internal condition, its strengths and weaknesses; carried out as long term strategic planning |
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| a primary factor within a guest experience valued highly by the guest and leading to guest satisfaction, determined by surveying and studying guests |
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| organization that tries to compete within its market primarily by maximizing operational or production efficiencies and minimizing organizational costs so as to offer the same service as competitors at a lower price |
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| a gap in a market that an organization seeks out, focuses on, and attempts to fill to attract customers and compete successfully |
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| an articulation of the organization's purpose, the reason for which it was founded and for which it continues to exist |
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| qualitative forecasiting tools |
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| forecasting tools that use quantitative, non-subjective information or data to make projections |
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| as a qualitative forecasting tool, a method in which a group of people generate and share ideas in open discussion,, often in a free-association way, about what the future may bring. |
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| qualitative forcasting tool, a rather formal process involving surveying experts to get thier individual forecats, then combining or averaging those forecasts, often followed by another round of estimates based on sharing of the individual and combined forecasts, the goal being to arrive at a final combined forecast |
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| a qualitative forecasting tool, a group of people discuss with a trained group discussion leader their future hopes and expectations of the organization; often used to sound out guests about planned organizational innovations |
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| as a qualitative forecasting tool, a group of people assume a certain future situation or set of circumstances, then try to assess its implications for the organization |
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| quantitative forecasting tools |
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| forecasting tools that use quantitative, non-subjective information or data to make projections |
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| elaborate mathematical descriptions of multiple and complex relationships, statistically assembled as systems of multiple regression equations |
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| study of statistical relationship or degree of association between two or more variable to predict a dependent variable of interest; used in forecasting |
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| time series and trend analysis |
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| statistical methods for projecting past information or trends into the future; used in forecasting |
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| assumptions about the future, based on the results of forecasting, on which the organization's strategic plan is based or premised. |
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| the specific steps that detail how the organization intends to get from where it is to where it wishes to be in order to achieve its mission and vission |
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| an articulation of what the organization hopes to look like and be like in the future |
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| a technique for managing the sale of an organization's units of capicity, using forecasts based on past results, to maximize the profitability of that capacity; in other words, selling the right capacity to the right customer at the right time. |
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| everyone and everything that interfaces or interacts with guests on a disney property |
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| a restaurant, often heavily themed, that somehow combines the provisions of food and entertainment |
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| a service setting, environment, or servicescape requiring that guests process relatively little information; used when guests are relatively unaware with the environment |
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| a service setting, environment, or servicescape in which much information is available for processing by guests; used when guests are generally familiar with the environment |
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| the physical location and its characteristics within which the organization provides service to guests |
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| same as service environment |
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| the physical location and its characteristics within the organization provides service to guests, especially the physical aspects of the setting that contribute to the guest's overall physical "feel" of the experience |
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| the organization and presentation of the guest experience around a unifying idea or theme, often a fantasy theme, to give guests the illusion of being in a place and time other than "the here and now"; most often used in connection with theme parks and theme retaurants |
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| a body of ideas or tenets believed to be or accepted as true |
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| standards of behavior that define how members are expected to act while part of the organization |
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| tho totality of the organization's socially transmitted beliefs, values, norms, and behavior patterns |
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| a symbolic act performed to gain and maintain membership or identify within an organization |
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| a physical object that has organizational significance or communicates an unspoken message |
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| quality related to cost, or quality divided by cost |
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| short for knowledge, skills, and abilities necessary to do a job |
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| the process of finding candidates with the KSA's necessary to fill organizational positions |
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| the process of selecting employees to fill organizational positions from the candidates with the necessary KSA's |
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| an interview conducted according to a set pattern, usually involving a standard set of questions designed to gather relevant personal and job related data. |
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| the use of methods designed to provide present employees with the KSA's they will need in future jobs and assignments |
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| training provided for organizational members by persons or institutions outside the organization |
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| training provided for organizational members by persons or groups within the organization itself |
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| methods used to provide employees with necessary or helpful KSA's, the standard methods being classroom presentations, video, one-on-one supervised experiences, home study, and computerized presentations. |
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| authority-acceptance theory |
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| chester barnards theory of what authority is and why people do or do not accept it |
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| the factors or elements that make an employee's job fun, establish the fairness of how the rewards are distributed, and cause the job to be interesting for the employee |
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| giving employees authority to make decisions and gain greater control over their work |
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| the tasks and procedures necessary for doing a certain job |
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| the drive or compelling force that energizes people to do what they do in a given situation |
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| providing rewards to employees for organizationally approved behaviors namely, those associated with high levels of guest satisfaction, to encourage repetition of those behaviors |
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| the theory of how other people or groups influences us to behave or function in particular settings or situations |
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| work groups and work teams |
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| a small employee group with complementary skills committed to the achievement of a common purpose and set of specific performance goals, the members holding each other fully jointly accountable for the team's results |
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| work team characteristics |
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| a set of KSAs that seem to characterize successful work teams |
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| that part of the organizational mission, goals, and objectives within which the individual job fits |
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