HTH 102 Study Guide - Final Guide: Appraisal Theory, Active Listening, Systems Theory

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

Document Summary

Designing the softer side of customer service. Choose either vision or mission to talk about. Understand how to design and manage service processes. Society has had a habitual fascination w/ innovation for tangible products & hard technologies. Divided into two chambers to make it more functional. Has desk for women to powder up. Has their own hotel app- adjust thermometer, control tv, order service, live chat. Has a slide in door for food service. Is a process for plotting the customer process against the organizational structure. Customer-focused, allows managers to visually identify service process. Points of customer contact & physical evidence associated with service from a customer"s perspective. Early 1980"s taco bell reviewed the process for delivering service. Systems approach: goal was to increase quality of offerings while reducing time spent on food preparation & paperwork. Designing for the etc"s: design for emotions, design for trust, design for control.