HTH 102 Lecture Notes - Lecture 1: Customer Satisfaction, Emotional Labor, Intangibility

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

Document Summary

A shared image of what we want the organization to become expressed in terms of: a focused concept, a sense of purpose, a chance of success. What you do (including what you do not do) Service vision" an overall philosophy of a firms service orientation and position a sense of self-awareness which explains to staff and customers what the organization stands for and what it aims to offer. Service strategy" a distinctive formula for delivering the service vision a plan of action which energizes an organization and effectively defines the practical meaning of the word. Service process" the actual delivery of the service a series of acts or performances which make up the very essence of a service. A step-by-step outline of how the service is delivered. Process requires an implication of various tools, techniques, and people. Service system" consist"s of management systems, departments, delivery system of products or information, organizational structure and technology.