BME-1 Total Quality Management (Midterm Examination)

It means that all the organization’s employees must treat customers like guests and manage the organization from the guest’s point of view.

Seeks to understand and plan for the expectations of an organization’s targeted customers before they ever enter the service setting.

Can be provided by a person (e.g., by a service associate in a restaurant or by a travel agent) or via technology (e.g., by booking a ticket online or using an ATM).

A system consists of an inanimate technology part and the people part—most importantly, the frontline server who delivers, or presents the service, or co-produces it with the guest.

A marketing writer who made an important point about service as early as 1972: “There are no such things as service industries. There are only industries whose service components are greater or less than those of other industries. Everybody is in service.”

It is the sum total of the experiences that the guest has with the service provider on a given occasion or set of occasions.

Often used to refer to the person-to-person interaction or series of interactions between the customer and the person delivering the service.

The landscape within which service is experienced.

Is sometimes called the “service package “

Another term often used in the services literature.