Characteristics 1. Seasonality Seasonality: Peaks and troughs in demand Most leisure tourism markets that demand fluctuates greatly seasons of the year Northern Europe and northern USA Peak: summer months of June to September Trough: winter months of December to March Many tourism businesses dealing with holiday markets fluctuate from peaks of 90 to 100% capacity utilisation for sixteen weeks in a year‚ to troughs of 30% or less for twenty weeks in the year. Seasonal closure of many leisure
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Discuss the four Vs of operations and illustrate them in the context of operations of (i) a manufacturing organisation and (ii) a service organisation of your choice. [50 marks] The four Vs of operations is: - Volume. This V tells us‚ how many products or services are made by the operation. - Variety. This one tells us‚ how many different type of products or services are made by the operation. - Variation. This v is about the level of demand for changes. - Visibility. This one tells us
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BANKING BUSINESS A bank is a financial intermediary that accepts deposits and channels those deposits into lending activities‚ either directly by loaning or indirectly through capital markets. A bank links customers that have capital deficits and customers with capital surpluses. Due to their importance in the financial system and influence on national economies‚ banks are highly regulated in most countries Banks act as payment agents by conducting checking or current accounts for customers‚ paying
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INDEX 1. INTRODUCTION………………………………………………………………2-4 2.1. SPACE OF RELAX………………………………………………….…4-7 2.2. MEDITERRANEAN TASTE……………………………………..……8-9 2.3. SPA &FITNESS………………………………………………………10-12 2.4. BUSINESS AREA……………………………………………...….……..13 2. ANALYSIS OF THE TOURISM MARKET…………………..………..14-18 3.5. GENERAL ENVIRONMENT…………………………………….18-19 3.6. MICRO-ENVIRONMENT/COMPETITORS…………………….20-23 3.7. MACRO-ENVIRONMENT……………………………….……….….23 3.8. SWOT
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LECTURER NOTES: Marketing Mix: * The marketing process involves understanding the market to create‚ communicate and deliver an offering for exchange. * The marketing process is an ongoing cycle and often marketers will be undertaking multiple tasks simultaneously. * Marketers start by understanding the consumers‚ the market‚ and how they (the company‚ product or brand) are currently situated. * This may involve undertaking some market research to gain insights into a problem
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1. Introduction: Service provision is often an economic activity where the buyer does not generally‚ except by exclusive contract‚ obtain exclusive ownership of the thing purchased. The benefits of such a service‚ if priced‚ are held to be self-evident in the buyer ’s willingness to pay for it. Public services are those‚ that society (nation state‚ fiscal union‚ regional) as a whole pays for‚ through taxes and other means. By composing and orchestrating the appropriate level of resources‚ skill
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an airline ticket for his son or daughter. NATURE OF CUSTOMER SERVICE Customer service is usually intangible and variable (see Chapter 3). Customers cannot see‚ touch or feel them‚ but can only experience the pleasure and satisfaction of it. Intangibility implies that customers‚ as well as service providers‚ will find difficulty in exploring their service requirement as well as in evaluating
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1. Executive Summary This report examines the concept of Customer Service Management based on customer involvement with Hotel-81. Researches in this report include academic journal articles‚ press release‚ newspaper report and textbook references dated no later than year 2008. In order to attain value co-creation‚ examinations of Critical Incidents and Zone of Tolerance behaviour in service encounter were used to study the target audience of Hotel-81. Models such as the SERVQUAL‚ Servicescape‚
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PART 1 Foundations for Services Marketing Part Contents 1 Introduction to Services 2 Consumer behaviour in services 3 Customer expectations of service 4 Customer perceptions of service 5 Conceptual framework of the book: the gaps model of service quality 3 28 54 76 103 This first part of the text provides you with the foundations needed to begin your study of services marketing. The first chapter identifies up-to-date trends‚ issues‚ and opportunities in services as a backdrop for the
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The one feature of service I would like to discuss is intangibility so let me get right to it. Service is an act that occurs in the universe. You can’t touch it‚ feel it‚ nor physically alter it. For those reasons it can be a challenge to control. Unlike adjusting ingredients in an entrée to make it taste better‚ or making rooms bigger to accommodate guests‚ service cannot be fixed with a hammer or with some extra salt and pepper. Service is psychological; it’s the interaction between the customer
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