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13 Cards in this Set
- Front
- Back
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Service Qualities
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Search
Experience Credence |
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Service Quality Process
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Service Gap
Knowledge Gap Standards Gap Delivery Gap Communication Gap |
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System Failures
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Failures in core service offering (service unavailable)
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Customer Needs Failures
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Customer needs or special requests
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Unsolicited Employee actions
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employee actions not expected by customers
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Recovery Strategies
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-Cost Benefit analysis
-Actively encouraging complaints -respond quickly -train employees |
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Techniques to Assess Customer Satisfaction
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-Spoken comment and complaints
-surveys and comment cards -# of repeat customers |
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Trends to Affecting the Hospitality Industry
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-Shrinking customer loyalty
-increasing customer sophistication |
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Reasons for Growth In Services
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-Changing patterns of government regulation
-Privatization -Globalization |
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Marketing Environment
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-Economic
-Social -Competitive -Political and Legal -Technological |
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Marketing Mix: Traditional
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Price, product, place, promotion
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Marketing Mix: Hospitality
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Product Service mix, presentation mix, communications mix
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Marketing Within the Organization
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Operations, Finance, Human Resources Mgt, Research and Development
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