HTH 102 Lecture Notes - Lecture 11: Air Canada Centre, Conference And Resort Hotels, Pareto Analysis
6 Mar 2016
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How to improve both service quality and productivity (profitability) simultaneously. Service quality vs productivity questions: westjet airlines is adding another row of seats to their fleet of boeing 737"s (increasing productivity/profitability per o flight) Customers will have less space and may not be as comfortable o o. Explain how quality and productivity relate to each other in a service context. Demonstrate how to use the gaps model for diagnosing and addressing service quality problems. Differentiate between hard and soft measures of service quality. Explain the common objectives of effective customer feedback systems. Be familiar with hard measures of service quality and control charts. Decisions must be made together and not separately. Many sports teams/leagues use annual research to understand season seat holder satisfaction. The following example is based off of a real team and league, but cannot be named. League/team contract research firm to survey season seat holders. Survey instrument uses similar questions to measure fan expectations and delivery.
