Problem 1: Define Conviviality according to the two part model endorsed by Bill Martin
Problem 2: Define Procedural according to the two part model endorsed by Bill Martin
Problem 3: List and define the characteristics of Conviviality
Problem 4: List & define the characteristics of Procedural
Problem 5: Describe in detail James C. Penny's two-fold marketing task for any restaurant or hotel operation?
Problem 6: Describe Mill's proposition regarding the intricate relationship between product & service?
Problem 7: Define the term Encounterpoint as it relates to effective service management?
Problem 8: Describe the relationship between repeat patronage and bad or slow service according to the 1985 Gallup Poll?
Problem 9: List each of the seven (7) components of the service encounter model -
Problem 10: Define the three attributes of a servers Customer Interaction Orientation (CIO)?
- Behavioral Flexibility
- Empathy
- Interpersonal Skills
Problem 11: List the seven (7) attributes of a Customer Oriented server?
Problem 12: Describe how a guest's unrealistic expectations can result in service conflicts and Guest Dissatisfaction?
Problem 13: Describe the ways that servers can communicate with guests in the process of delivering Exceptional Service?
Problem 14: Describe the fundamental difference between customer expectations and employee expectations as
Described by Mill's in the encounter point article?