Service Quality in Marriott Corporation Essay Example | Topics and Well Written Essays - 2000 words

Service Quality in Marriott Corporation - Essay voicethe tangible and intangible aspects of the assist quality) observed during interactions with the avail firm (Wakefield, 2001).Tangible aspects of service quality include all that the client can come across, touch, hear, and smell upon the deliverance of the services, thus, it basically involves physical facilities, equipment, and appearance of employees (Wakefield, 2001 Duffy & Kenchand, 1998).Meanwhile, the intangible aspects of service quality comprise the manner by which services are delivered (Wakefield, 2001). An example of an intangible aspect of service quality is the service performance, which describes all aspects of the delivery of services that include reliability (i.e. the ability to perform the required service dependably, accurately, and consistently, e.g. solving nodes problems, accurate billing and demean keeping) responsiveness (i.e. the willingness of staff to provide prompt and attentive service accordingl y, it is important to make customers feel the immediacy of the management or the service employee in responding to what the customers strike to know) assurance (i.e. ensuring that clients feel secure and safe when they provide confidential and/or personal information and winning their trust) and, empathy (i.e., the management or the service employee must see things from the vantage point of the client, e.g. being available to the client when needed, providing convenient hours, understanding specific client needs, giving personal attention, and keeping the clients best interests at heart) (Wakefield, 2001). harmonize to Kotler and Armstrong (1998) service intangibility means that services cannot be seen, tasted, felt, heard, or smelled before they are bought. Meanwhile, service variability is the quality of services depends on whom provides them as healthy as when, where, and how they are provided. Lastly, service perishability constitutes the services that cannot be stored for lat er sale or use. The perishability of services is not a problem when the demand is steady. However, when demand fluctuates, service firms often have difficult problems (Kotler & Armstrong, 1998).Service quality tends to focus more on the intangible aspects, and because intangible aspects dont involve any product, the quality of services is calculated through the way it is being delivered by the service employee, which may either create satisfaction or disappointment on the part of the customer. Total invitee SatisfactionIn high-contact systems customers can influence the time of demand, the exact nature of the service, and the quality of service (Lovelock & Young, 1979). If consumers somehow become better customers -- that is, more knowledgeable, participative, or amentaceous -- the quality of the service experience will likely be enhanced for the customer and the organization (Bowers, Martin & Luker, 1990). Organizations that capitalize on customers active participation in organis ational activities can gain competitive advantage through greater sales volume, enhanced operating efficiencies, positive word-of-mouth publicity, reduced marketing expenses, and enhanced customer loyalty (Lovelock & Young, 1979 Reichheld & Sasser, 1990). Customers who actively participate in organizational activities can directly increase their personal satisfaction and perceptions of service quality (Bowers,