Consider the different dimensions of product vs. service quality.

1. Identify and explain which applies to a hotel?

2. Identify WHICH dimensions is exhibited by each of the following items.

· Hotel equipment is always functioning

· Hotel staff is knowledgeable to answer guest’s questions

· Hotel has comfortable beds, furniture, and fittings

· Guests feel safe as services are delivered to their rooms

· Hotel services are provided as promised

· Hotel has well-dressed staff

· Hotel staff is always willing to help guests

· Hotel furnishings appear to be clean and shiny

· Guests receive individual attention

· Guests feel that hotel services are provided at a competitive and affordable price