Question

2. Explain the roles of people and information technology in providing quality service. How does the Ritz carlton Hotel Group use employees and information technology for quality service? Give examples.

3. Discuss how either good or poor quality affects you personally as a consumer. Describe experiences in which your expectations were a. Met b. Exceeded c. Not met. Did your experience change your regard for the organization and/or its products? Explain how.

4. High quality is not necessarily related to price. Drawing from your own knowledge and experience, provide examples where this a. May or b. May not be true.

5. Choose a product or service to illustrate in detail how several definitions of quality can apply simultaneously.

6. How can you internalize and practice quality at a personal level in your daily activities. Dive detailed examples.

7. Why should a company make it easy for customers to complain? Use an example that you personally experienced to describe in detail the features of an effective complaint Management process.

8. Many organizations, such as banks, cellphone providers and cable/satellite TV providers, offer significant incentives to attract new customers. However, existing customers rarely receive incentives to stay. Have you encountered any of these practices in your personal life? What are the implications, pro and con, of them? Give details.

9. Design a customer satisfaction questionnaire for high school students and their parents who take a campus visit and are considering applying to a university.

10. How should teams deal with slackers? How would you deal with them in the context of a student project team? Give details

Answer 1

answer-

2- People and information technology play important role in providing quality service because People like Manager, staff or other employee etc help customers/guest to experience exceptional service at organization like hotels. Employees focus on reducing waste and focus on improving quality in service.

for example- Manager provide trainning to employees who to greet guests, how to behave in front of guest and how to always be ready to help them.

Information technology helps to make life of customer more easy and convenient. for example- use of Online payment system to do transactions, Keycard to open doors of guest rooms, Online checking and booking of hotels, etc.

Ritz carlton Hotel Group hire talented and experienced employees so that quality is never compromised. for example- employees who have experience of 2-5 years, graduated from well reputed university or college so that these employees know how to provide high quality hospitality to customers.

Ritz carlton Hotel Group have their own site where customers can review and book rooms. Customer can also call the reception to book and confirm rooms. Ritz carlton Hotel Group have rooms with tech like AI in built AC and smart TV. Card keey rooms and online payment system to make customer service of high quality.

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