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Please download the question and answer with your handwriting.
Due date: 4th of April 2018 (Wednesday) at my office (3-28-B) before 5.00pm
Any late submission will be penalised.

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Midexam BE31903 service management semester 2 2017-2018.pdf

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¨What are the new marketing concepts for hotel services?

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List ways of how the customer-perception research usually been done by the researchers

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Week 2   Search how quality was evolved throughout 1900s till now

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Week 2   Search how quality was evolved throughout 1900s till now

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What is the main problem that created y the charactistic of service in hotel context?

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Tutorial 2: BB15110625 REETHA PERUMAL, BB5110089 AMIRAH BT MAJID, BB15110761 VETRICIA AH HENG, BB15110636 ROSAZLINAH LABIN, BB15160962 NURUL AMIRA MUHAMMAD

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Tutorial 2: BB15110625 REETHA PERUMAL, BB5110089 AMIRAH BT MAJID, BB15110761 VETRICIA AH HENG, BB15110636 ROSAZLINAH LABIN, BB15160962 NURUL AMIRA MUHAMMAD

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The problem of intangibility is cannot know the rate of level quality until purchase the service. Cannot be seen, felt, smell and heard before purchase. We must experience it.
The problem of heterogeneity is the quality of service delivered not consistent. This is because it use human to deliver the service. Different people different ways to deliver.
For the perishability, the problem is zero inventory and cannot be stored. Once sold, cannot be return

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Heterogeneity
-standardization and quality control are difficult for the service firm to provide on a regular basis .

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Problem with intangibility is the service difficult to calculate

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The problems associated with heterogeneity characteristic largely revolve around the inability to standardize either the product or the procedures needed to deliver the service. One of the aspects of delivering a quality product is the requirement of identifying customer requirements and writing a specification for the product.

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hotel, with a good service management, hotel able to achieved their goal and keep their operation well.

Anonymous 1m
Sueannie Antoni (BB15110723) – I think Service Management in hotel industry is about how the hotel management handle or manage their hospitality service in order to satisfy the guest needs and wants. Therefore, it is important for the hotelier to maintain deliver a good quality of services. Addition, if there is any problems within the service management it will affect the hotel performance, and at the same time it also will affect the hotel profit as well. Therefore, in hotel industry, service management plays a significant role which contributes to the success of the hotel itself.


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Explain your understanding of Service Management in the Hotel Industry Context.

Please give your answer minimum 100 words on the comments below, for an example
Najib Razak (BB100101)- I think.........
Please answer before 9 p.m. today(13/2/18).