$$ Question Completion Status:

Match the answers to each question from the selection below.

$$ How is "good service" defined? What constitutes superior service?

What are some challenges service businesses face when managing and marketing their products and services?

What are some of the intangible products that hotels and restaurants provide?

How does strategic planning help hospitality businesses provide good service? What is the strategic planning process?

How do capacity$-$constrained businesses such as hotels and restaurants manage supply and demand?

What are the components of a strategic service vision, and how do they help businesses deliver good service?

What are five things organizations can do that will help them deliver good service?

What are Disney's four basic service prionities?

A$.$ Supply in capacity$-$constrained businesses can only be managed to a limited extent like cross training employees to be flexible to work in different areas when needed and how meeting spaces are used. It is more productive for these businesses to focus on managing demand. Ways to manage demand include pricing strategies, advertising, and changing service levels to match the customers' needs.

B$.$ Safety, courtesy, show, and efficiency.

C$.$ The nature of the product is different, customers are more involved in the production, people are part of the product, it is harder to maintain quality control standards, the services provided can't be inventoried, the time factor is more important, and distribution channels are different.

D$.$ Don't forget who you are, encourage every employee to act like a manager, handle moments of truth correctly, hire good people and keep them happy, and respond in a timely manner.

E$.$ Helps a company focus on where they are going and how they intend to get there. Most companies adapt a mission or mission statement to define their standards of service. The strategic planning process is a series of steps a company uses to test and establish their mission statement These steps are to perform a SWOT analysis, formulate strategies, and implement strategies.

F$.$ The two components of a strategic vision are targeting a market segment and focusing on a service strategy. Once a business chooses a target market segment, they are able to focus on service and how service is changed or executed to meet, and hopefully exceed, a customers' expectations.

G$.$ Comfort, security, positive experiences, amenities, room service, and valet service.

H$.$ Meeting customers' needs in the way that they want and expect them to be met and superior service is achieved by exceeding a customer's expectations.