Question

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1.. Explain what is “moment of truth” in service quality?

2. What do you think is the impact of a "Moment of Truth" in guests

3. What do you think are the components of quality service in the tourism and hospitality industry. Discuss each.

Answer 1

Answer:

1.

A moment of truth is when an interaction occurs between a customer and the service provider that can leave a lasting positive or negative impression on a customer.

2.

A “moment of truth” is any point during a visit when a guest has an opportunity to form a positive or negative impression of your restaurant. Moments of truth may be different for every restaurant, but if you put yourself in your guests' shoes, you should be able to identify what they are for you.

3.Access to quality in tourism as a measurable category requires

establishing quality criteria and tools for their quantification. As the

hotel product makes the material basis of the tourism product,

specificities of quality measurement in tourism will be illustrated by

specific examples from the hospitality.

Measurability of quality in the context of Hospitality Facilities

Categorization

In many countries legislation regulates the mandatory minimum

hotel product quality. Fulfillment of prescribed minimum requirements

provides a minimal guaranteed quality. Minimal guaranteed quality is

the basis for leveling mandatory quality, namely for the categorization.

Categorization is the process of ranking the mandatory quality based on

established Criteria and it includes environmental, technological,

organizational and procedural features of the hotel product. The

abundance and variety of criteria indicates the complexity and

comprehensiveness of the categorization process whose implementation

is based on the basic features of hospitality. Spatial, technical and

technological categorization criteria because of their material substance

can be expressed and ranked by using precise indicators. So, it's about

quality components that are relatively easy to measure. This refers to the

dimension of hotel facilities, room capacity, relations between

capacities in the accommodation and food sector, the capacity of the

parking places and garages, the capacity of green space nearby etc.

Categorization criteria relating to the process of service delivery, as well

as the personnel carriers of the process, is harder to rank according to

the quality, or to transform into measurable categories.