Beruflich Dokumente
Kultur Dokumente
Service
Quality Journey
1999
1980
Added a year
round 4*
1941
hotel,
conference
Founded center and
by Jozo Golf course
Became
4 season
resort
Vision
To be best
& Exceed
Customer
Expectatio
ns
Dominant
Activities
Skiing
Snowboarding
Results in 65%
Revenues
15
different
ski and
snowboar
d
package
options
50
acres
for
future
trail
Longe
st run
1.2
km
721
feet
vertica
l drop
Weekend
Individuals
Midweek
Individuals
Full Season
Pass
17% B
42% I
41% A
Constitut
ed 54%
of lift
ticket
sales
RINGS OF SERVICE
Basic
Service
Support
Service
s
Enhanc
ed
Service
s
Skiing,
Snowboarding,
Golf, Tennis
Call center,
housekeeping,
a/cing
Unexpected or
over & above
services
Trusting
Commit
ted
Caring
Value
Statem
ent
INFLUENCING FACTORS
Locatio
n
Cost
Quality
of the
runs
Speed
of Lift
Capacit
y of Lift
Ameniti
es
SERVICE ENCOUNTERS
Service Encounters
Remote
TechnologyMediated
Face to Face
Remote
Website
TechnologyMediated
Call Centres
Information
booths
Computer
Terminal
kiosks
Face to Face
Mountain
Guides
Hotel Front
Desk
Activities
Housekeepi
ng, Dining
Dissatisfied
Instance
Theme 2- Adaptability
Level of Satisfaction
Satisfied
Instance
Satisfied
Instance
Theme 4- Coping
Level of Satisfaction
Dissatisfied
Instance
Recovery
Investing heavily in
Infrastructure and
Communication
Aim to answer 80% calls in
2 less than 20 seconds
Coping
Appointing staff/ attendants for
parking lot
Identifying areas of customer
problems and evolving
solutions Eg. Line ups, desk
services
A lot more could be done!
RESPONSIVEN
ESS
ASSURANCE
EMPATHY
TANGIBLES
Ski/Snowboarding, Golf,
Tennis, summer
attraction, F&B,
conferences
Call centre,
housekeeping, front desk,
Lifts, Maintenance, HR
No control over
weather; investment
in hill grooming and
snowmaking
Hard Goals: 80% of
calls to be answered
in 20 seconds
Speed
of
Service
Information
Systems
Information Systems
Demand Forecasting
Measures
Improved
communication and
information flow
within firm
Self Service IT
applications
Training modules for
staff
Vendor information,
Hotel guest history,
Revenue, Call centre
data
Digitization of
information
Online centralized,
integrated
database
Long term view :
Intranet System
Thank You!!