HTM 302 Study Guide - Midterm Guide: Air Canada, Horizontal Integration, Hot Docs Canadian International Documentary Festival

• School: Ryerson University
• Department: Hospitality and Tourism Management
• Course: HTM 302
• Professor: Rachel Dodds

Document Summary

Intangibility - services cannot be seen, tasted, felt, heard or smelled before purchase ie. , you don"t leave with something physical; it is a critical difference between services and physical good. Variability - quality of service depends on who provides them ie. , a waitress has a bad day, therefore bad service; different food quality through chain restaurants, different haircut every time. Inseparability - services cannot be separated from their providers ie. , expectations at an event are not met (bad food, bad service) Perishability - services cannot be stored for later sale or use ie. , hotel rooms, flight seats, theatre tickets. It is where you want to go (the direction) Example: a zipline"s company mission statement could be offering great adventures at reasonable prices , great experience for your vacation . Must be realistic, measurable, time specific, consistent with and indicates the organization"s priorities.