TOUR3008 Lecture Notes - Lecture 3: Customer Satisfaction, Quality Management, Hierarchical Database Model
Document Summary
Tour3008 service management in tourism semester 1, 2018. Week 3 (topic 3): evaluating quality in service- lecture notes. Satisfaction: judgment that a product (or service) provides a pleasurable level of (cid:858)consumption-related fulfillment(cid:859) (cid:863) usuall(cid:455) (cid:894)(cid:271)ut not always) related to the entire experience. Customer delight: (cid:862)a p(cid:396)ofou(cid:374)dl(cid:455) positi(cid:448)e e(cid:373)otio(cid:374)al state ge(cid:374)e(cid:396)all(cid:455) (cid:396)esulti(cid:374)g f(cid:396)o(cid:373) ha(cid:448)i(cid:374)g o(cid:374)e(cid:859)s e(cid:454)pe(cid:272)tatio(cid:374)s e(cid:454)(cid:272)eeded to a su(cid:396)p(cid:396)isi(cid:374)g la(cid:396)ge deg(cid:396)ee(cid:863) (cid:894)oli(cid:448)e(cid:396) & ust, (cid:1006)(cid:1004)(cid:1004)(cid:1004)(cid:895). Non-linear- relationship between satisfaction & loyalty (cid:862)the gulf (cid:271)et(cid:449)ee(cid:374) satisfied (cid:272)usto(cid:373)e(cid:396)s a(cid:374)d (cid:272)o(cid:373)pletel(cid:455) satisfied (cid:272)usto(cid:373)e(cid:396)s (cid:272)a(cid:374) s(cid:449)allo(cid:449) a (cid:271)usi(cid:374)ess(cid:863) Loyalty (cid:862)a deepl(cid:455) held (cid:272)o(cid:373)(cid:373)it(cid:373)e(cid:374)t to (cid:396)e(cid:271)u(cid:455) a p(cid:396)efe(cid:396)(cid:396)ed p(cid:396)odu(cid:272)t/se(cid:396)(cid:448)i(cid:272)e (cid:272)o(cid:374)siste(cid:374)tl(cid:455) i(cid:374) the futu(cid:396)e(cid:863): 2 levels: attitudinal (affective feeling of a bond) & behavioural (repeat purchase behaviour) Relationship between satisfaction & loyalty non-linear relationship. Customer focused, committed management, empowered employees, team work, continual systematic improvement. Expectations through gaps of reference to make comparative judgement. Gap between expected service (what i want) and perceived service (what i get)
