HTH 102 Lecture 5: Chapter 5 Service Vision

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

Document Summary

Chapter 5 service vision, service design and the service encounter. Service vision is the practical expression of service concept (fulfill customer needs (cid:449)ithi(cid:374) fir(cid:373)(cid:859)s e(cid:454)pertise(cid:895) Has interrelationship btw service concept, strategy, process and system. O(cid:448)erall philosoph(cid:455) of fir(cid:373)(cid:859)s ser(cid:448)i(cid:272)e orie(cid:374)tatio(cid:374) a(cid:374)d positio(cid:374)- a sense of self- awareness which explains to staff and customers what the organization stands for and what it aims to offer. A picture of what success will be at a particular time in the future. To state where the company wants to be in the future. Have a level of excitement and motivation. Mission statements: present-based statements to convey a sense of why the company exists to members and external community. Vision statement: future-based & mean to inspire and give directions to employees; dynamic and change over time. The (cid:272)o(cid:373)pa(cid:374)(cid:455)(cid:859)s (cid:448)isio(cid:374) positio(cid:374)ed at the core. The mission, strategy, process and system built around & grounded by the vision.