Diploma in Hospitality Management / Diploma in Tourism Management Unit 4 – Tourism and Hospitality Sales and Marketing Activity 1 Date: _____________________ Name: ___________________________________________ Student no.: ____________________ Choose a restaurants or hotels. Based on the information provided in each of company’s website: A. Describe how the company tries to satisfy customer’s wants and needs. B. How does the company create value for the customer? C. Do they segment the
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1989) • But does this mark a trend? • And what of knowledge work? School of Management What characterises the service sector? • Five attributes of service work (Blyton and Turnbull 2004) – Intangibility – Perishability – Variability – Simultaneous production and consumption – Inseparability School of Management Consumerism and the rise of the service sector • Substantial increase in the number of “customer-facing” jobs • Customer service and its link to competitive advantage
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Service Quality Definition of Service Service is largely intangible and is normally experienced simultaneously with the occurrence of production and consumption. It is the interaction between the buyer and the seller that renders the service to customers (Groonroos‚ 1988). Kotler & Keller‚ (2006) defines service as any act or performance that one party can offer to another that is essentially intangible and does not result in the ownership of anything. Services refers to “economic activities
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Principles of Marketing Chapter 8 Product‚ Services‚ and Branding Strategy 1 Product‚ Services‚ and Branding Strategy Topic Outline • What Is a Product? • Product and Services Decisions • Branding Strategy: Building Strong Brands • Services Marketing 2 What Is a Product? Products‚ Services‚ and Experiences Product is anything that can be offered in a market for attention‚ use‚ or consumption that might satisfy a need or want. • Apple IPod‚ Toyota‚ Caffé Mocha at Starbucks Service is a form
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Scenario – Project Overview You are employed as a Marketing Consultant for a company in the UAE to analyze its existing products and offerings. You then have to suggest changes to the company’s marketing strategies. Each group must select a unique sector (examples are provided in Appendix A). The company has asked you to investigate the current marketing situation‚ products or services and customer approaches through secondary and some primary data research if needed. Based on your research you
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MGT 430: Exam 1 -Service: deeds‚ efforts‚ or performances -Goods: objects‚ devices or things -The distinction between goods and services is not perfectly clear -A product can be classified as either a good or a service -Scale of Market Entities: the scale that displays a range of products along a continuum based on their tangibility ranging from tangible dominant to intangible dominant -Tangible Dominant: goods that possess physical properties that can be felt‚ tasted‚ and seen prior to
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is a(n) ________ product. A) convenience B) unsought C) shopping D) augmented E) specialty A barber is not able to store haircuts for later sale. This is an example of which of the following? A) service perishability B) low-context services C) service intangibility D) service inseparability E) service variability ________ is used when two established brand names of different companies are used on the same product. A) Co-branding B) Cannibalization C) Brand equity D) Internal marketing E) A
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characteristic that separate from physical good- Service has four characteristic: * Intangibility the service cannot be touched or viewed‚ so it is difficult for clients to tell what they will be getting from the service. * Inseparability of production and consumption the service is being produced at the same time that the client is receiving it (e.g. during an online search‚ or a legal consultation). * Perishability unused capacity cannot be stored for future use. For example‚ spare seats on airplane
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Chapter 8 Product‚ Services‚ and Branding Strategies: Building Customer Value 1) We define a ________ as anything that can be offered to a market for attention‚ acquisition‚ use‚ or consumption and that might satisfy a want or need. D) product 2) ________ are a form of product that consists of activities‚ benefits‚ or satisfactions offered for sale that are essentially intangible and do not result in the ownership of anything. B) Services 3) A product is a key element in the ________. At
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attend to the services to serve the best quality for customers‚ our company will become more reputation and then we can get more profits. Now‚ let’s move onto the Airline features of services. It can be classified into 5 parts. The first part is Intangibility; the reputation of the company can be widespread by words of mouth of the customers. There are three main service stages of Thai airways. In the Pre-flight‚ we provide supporting our services for customers such as Flight booking‚ check-in system
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