Name: Le Phan BACH
Student ID: 845068
Subject: Advanced marketing
Assignment 1:
Question 2:
Business is all about making profit. The more money you make, the more competitors you have. As a consequence, every business needs to come up with methods to attract more customers to its business and not to lose the business to its competitors. Which is the role of marketing ‘provide assistance in identifying, satisfying and retaining customers.’ (Burnett, 2007, p.23) In hospitality industry, in order to attract business, marketers need to play with the four characteristics of service to illustrate the customers its quality service. This essay will briefly discuss the four characteristics of service that a five-star Adelaide hotel can address to illustrate to its customers the quality and service consistency. Moreover, the discussion about the importance of studying dissatisfied customers for greater customer satisfaction.
In this industry’s competitive market atmosphere, entrepreneurs are struggling to look for a competitive advantages in the business. As a matter of fact, having …show more content…
Moreover, the costs of attracting new customers is far more than retaining the existing one. The recovery strategy is needed when service failure occur. The attempt in recovering what went wrong to what is right will show the customers that the service providers care about the issue that they experienced, the willingness to fix the problem, reducing the inconvenience that the customers experience to make better service for the future. The service recovery will help the organisation to restore the trust of customers in the business, boost customers’ loyalty, keeping the reputation of the organisation and stating the service quality and consistency of the service
Student ID: 845068
Subject: Advanced marketing
Assignment 1:
Question 2:
Business is all about making profit. The more money you make, the more competitors you have. As a consequence, every business needs to come up with methods to attract more customers to its business and not to lose the business to its competitors. Which is the role of marketing ‘provide assistance in identifying, satisfying and retaining customers.’ (Burnett, 2007, p.23) In hospitality industry, in order to attract business, marketers need to play with the four characteristics of service to illustrate the customers its quality service. This essay will briefly discuss the four characteristics of service that a five-star Adelaide hotel can address to illustrate to its customers the quality and service consistency. Moreover, the discussion about the importance of studying dissatisfied customers for greater customer satisfaction.
In this industry’s competitive market atmosphere, entrepreneurs are struggling to look for a competitive advantages in the business. As a matter of fact, having …show more content…
Moreover, the costs of attracting new customers is far more than retaining the existing one. The recovery strategy is needed when service failure occur. The attempt in recovering what went wrong to what is right will show the customers that the service providers care about the issue that they experienced, the willingness to fix the problem, reducing the inconvenience that the customers experience to make better service for the future. The service recovery will help the organisation to restore the trust of customers in the business, boost customers’ loyalty, keeping the reputation of the organisation and stating the service quality and consistency of the service