STHM 1113 Lecture Notes - Lecture 1: Yvon Chouinard, Perceived Control, Walt Disney Imagineering

• School: Temple University
• Department: Tourism & Hospitality Management
• Course: STHM 1113
• Professor: Ben Altschuler

Document Summary

All experiences/services involve direct interaction with the provider at some point. It is these interactions which have been found to truly define how quality is perceived in the mind of the customer. Some experiences/service may only have a few. Think about how many different moments of truth there are when you take an airline. Limited role for technology; direct interaction between customer and provider. Provider possesses only access to needed technology. Both the consumer and provider have access to similar technology. Provider and consumer not face to face; require technology to interact. Patterns of beliefs and expectations shared by an organization that shape employee behavior, holds the unit, and provides identity. Company culture creates norms of behaviors and values for employees to follow. Can be found in language, or informal culture. Employee has the means to respond in a personalized manner-delegation. Provide employees with information so they can better accommodate clients.