This video lecture was excerpted from the book "Managing Quality Service in Hospitality" authored by (1) ROBERT C. FORD, Ph.D.; (2) MICHAEL C. STURMAN, Ph.D.; (3) CHERRILL P. HEATON, Ph.D.
This lecture was not created for commercial use; it was only created for educational use. This information was conveyed in both English and Filipino to cater to Filipino audiences.
I don’t want the public to see the world they live in while they’re in the Park. I want them to feel they’re in another world. —Walt Disney
Guide Questions:
Use your own words on how you understand the topic. In this topic, how does the phrase CREATING THE “SHOW” is being explained?
What are the advantages and disadvantages of "theme restaurants" or hospitality properties?
How do sounds or background music relevant to the hospitality properties? How does this element help in generating revenues (or profit)?
How do guests form their expectations?
Do you know any theme restaurants? Can you name some?
In what particular way or scenario where employees co-produce the experience?
Enumerate some cues or indicators that the guest may feel that they are safe (safety and security) in entering any hospitality properties (ex. restaurants, hotels, theme parks).
How do the "individual moderators" as one of the environmental components of the service setting affect the guest's experience?
Can you explain Mary Jo Bitner's Study of Servicescape?
Based on your experiences as a visitor at hospitality properties, do you always feel safe and secure during a pandemic?
Yes, I do
Sometimes, I do
No, I don't feel safe
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