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15問 • 1年前
  • Saint Thomas Aquinas!
    • 通報

    問題一覧

  • 1

    The Service Profit chain

    Internal Service Quality Effective and productive service employee Greater Service Value Satisfied and loyal customer Healthy Service, profit and growth

  • 2

    THREE TYPES OF MARKETING

    Internal Marketing External Marketing Interactive Marketing

  • 3

    Services cannot be stored or later use. A 100-room hotel that sells only 60 rooms on a given night can't inventory 40 unused rooms and sell 140 romos the next night. - Revenue lost from not selling the 40 rooms is gone forever.

    perishability

  • 4

    With their costs rising rapidly, service firms are expected to increase productivity. Through training current employees or hiring new skillful employees. Increasing quantity by giving up some quality Applying technology to increase productivity.

    MANAGING SERVICE PRODUCTIVITY

  • 5

    Unlike product maufacturers, services quality always varies. Companies cannot always prevent service problems. Good service recovery can turn undesirable situations into highlights.. Empower frontlien service employees-Authority, Responsibility and Incentives.

    Resolving Customer Complaints 

  • 6

    MANAGING SERVICE DIFFERENTIATION - Differentiating your services from those of competitors - Develop a differentiate offering through innovation not price reduction -Differentiate in three ways:

    people physical environment process

  • 7

    MANAGING SERVICE QUALITY Differentiating by delivering consistently higher quality than competitors. In hospitality, quality is measures by how well custoer expectations are met. "Promise only what you can deliver and deliver more than you promise!" (American Express) - Expectations are based on:

    (Past Experiences) (Word of Mouth) (Service firm advertising)

  • 8

    EMPLOYEES AS PART OF THE PRODUCT Employee are a critical part of the product and marketing mix. Hire and friendly and capable employees. In a well run hospitality organization, there are two (2) customers:

    - The paying customer - The employees train and motivate employees to consistent high quality service.

  • 9

    MANAGING PERCIEVED RISKS Consumers who buy hospitality products rely heavily on Yelpp, TripAdvisor, etc. Since hospitality and travel products are intangible, firms can mitigate by offering complimentary serviices through Intermediary customers:

    Tour Providers Travel Agents  Event Organizers

  • 10

    Differentiating by delivering consistently higher quality than competitors. In hospitality, quality is measures by how well custoer expectations are met. "Promise only what you can deliver and deliver more than you promise!" (American Express) - Expectations are based on:  (Past Experiences) (Word of Mouth) (Service firm advertising)

    MANAGING SERVICE QUALITY

  • 11

    Differentiating by delivering consistently higher quality than competitors. In hospitality, quality is measures by how well custoer expectations are met. "Promise only what you can deliver and deliver more than you promise!" (American Express) - Expectations are based on:

    (Past Experiences) (Word of Mouth) (Service firm advertising)

  • 12

    With their costs rising rapidly, service firms are expected to increase productivity. Through training current employees or hiring new skillful employees. Increasing quantity by giving up some quality Applying technology to increase productivity.

    MANAGING SERVICE PRODUCTIVITY

  • 13

    Unlike product maufacturers, services quality always varies. Companies cannot always prevent service problems. Good service recovery can turn undesirable situations into highlights.. Empower frontlien service employees-Authority, Responsibility and Incentives

    Resolving Customer Complaints 

  • 14

    swap small aiircraft with bigger ones if demand is high to increase capacity.

    CHANGE CAPACITY

  • 15

    eliminate discounted rates to control demand.

    CHANGE DEMAND -

    • DM Module 6 Part 1 - Management of Visitors

    DM Module 6 Part 1 - Management of Visitors

    Saint Thomas Aquinas! · 39問 · 1年前

    DM Module 6 Part 1 - Management of Visitors

    DM Module 6 Part 1 - Management of Visitors

    39問 • 1年前
    Saint Thomas Aquinas!

    (DM) Management of Visitors

    (DM) Management of Visitors

    Saint Thomas Aquinas! · 45問 · 1年前

    (DM) Management of Visitors

    (DM) Management of Visitors

    45問 • 1年前
    Saint Thomas Aquinas!

    Destination Management: Module 6 Part 1

    Destination Management: Module 6 Part 1

    Saint Thomas Aquinas! · 81問 · 1年前

    Destination Management: Module 6 Part 1

    Destination Management: Module 6 Part 1

    81問 • 1年前
    Saint Thomas Aquinas!

    M5 DM - Tourism Impacts

    M5 DM - Tourism Impacts

    Saint Thomas Aquinas! · 99問 · 1年前

    M5 DM - Tourism Impacts

    M5 DM - Tourism Impacts

    99問 • 1年前
    Saint Thomas Aquinas!

    Module 5 : Tourism Impacts

    Module 5 : Tourism Impacts

    Saint Thomas Aquinas! · 23問 · 1年前

    Module 5 : Tourism Impacts

    Module 5 : Tourism Impacts

    23問 • 1年前
    Saint Thomas Aquinas!

    BME1101 M5 Designs of Goods and Services

    BME1101 M5 Designs of Goods and Services

    Saint Thomas Aquinas! · 62問 · 1年前

    BME1101 M5 Designs of Goods and Services

    BME1101 M5 Designs of Goods and Services

    62問 • 1年前
    Saint Thomas Aquinas!

    Mga Misteryo ng Tuwa

    Mga Misteryo ng Tuwa

    Saint Thomas Aquinas! · 5問 · 1年前

    Mga Misteryo ng Tuwa

    Mga Misteryo ng Tuwa

    5問 • 1年前
    Saint Thomas Aquinas!

    Mga Misteryo ng Hapis

    Mga Misteryo ng Hapis

    Saint Thomas Aquinas! · 5問 · 1年前

    Mga Misteryo ng Hapis

    Mga Misteryo ng Hapis

    5問 • 1年前
    Saint Thomas Aquinas!

    Mga Misteryo ng Luwalhati

    Mga Misteryo ng Luwalhati

    Saint Thomas Aquinas! · 5問 · 1年前

    Mga Misteryo ng Luwalhati

    Mga Misteryo ng Luwalhati

    5問 • 1年前
    Saint Thomas Aquinas!

    The Life of Man - To know and love God

    The Life of Man - To know and love God

    Saint Thomas Aquinas! · 10問 · 1年前

    The Life of Man - To know and love God

    The Life of Man - To know and love God

    10問 • 1年前
    Saint Thomas Aquinas!

    Church and Liturgical Objects and Terms

    Church and Liturgical Objects and Terms

    Saint Thomas Aquinas! · 12問 · 1年前

    Church and Liturgical Objects and Terms

    Church and Liturgical Objects and Terms

    12問 • 1年前
    Saint Thomas Aquinas!

    Days of the Week and it's corresponding mystery

    Days of the Week and it's corresponding mystery

    Saint Thomas Aquinas! · 23問 · 1年前

    Days of the Week and it's corresponding mystery

    Days of the Week and it's corresponding mystery

    23問 • 1年前
    Saint Thomas Aquinas!

    Terminologies

    Terminologies

    Saint Thomas Aquinas! · 49問 · 1年前

    Terminologies

    Terminologies

    49問 • 1年前
    Saint Thomas Aquinas!

    Corresponding Mysteries

    Corresponding Mysteries

    Saint Thomas Aquinas! · 33問 · 1年前

    Corresponding Mysteries

    Corresponding Mysteries

    33問 • 1年前
    Saint Thomas Aquinas!

    問題一覧

  • 1

    The Service Profit chain

    Internal Service Quality Effective and productive service employee Greater Service Value Satisfied and loyal customer Healthy Service, profit and growth

  • 2

    THREE TYPES OF MARKETING

    Internal Marketing External Marketing Interactive Marketing

  • 3

    Services cannot be stored or later use. A 100-room hotel that sells only 60 rooms on a given night can't inventory 40 unused rooms and sell 140 romos the next night. - Revenue lost from not selling the 40 rooms is gone forever.

    perishability

  • 4

    With their costs rising rapidly, service firms are expected to increase productivity. Through training current employees or hiring new skillful employees. Increasing quantity by giving up some quality Applying technology to increase productivity.

    MANAGING SERVICE PRODUCTIVITY

  • 5

    Unlike product maufacturers, services quality always varies. Companies cannot always prevent service problems. Good service recovery can turn undesirable situations into highlights.. Empower frontlien service employees-Authority, Responsibility and Incentives.

    Resolving Customer Complaints 

  • 6

    MANAGING SERVICE DIFFERENTIATION - Differentiating your services from those of competitors - Develop a differentiate offering through innovation not price reduction -Differentiate in three ways:

    people physical environment process

  • 7

    MANAGING SERVICE QUALITY Differentiating by delivering consistently higher quality than competitors. In hospitality, quality is measures by how well custoer expectations are met. "Promise only what you can deliver and deliver more than you promise!" (American Express) - Expectations are based on:

    (Past Experiences) (Word of Mouth) (Service firm advertising)

  • 8

    EMPLOYEES AS PART OF THE PRODUCT Employee are a critical part of the product and marketing mix. Hire and friendly and capable employees. In a well run hospitality organization, there are two (2) customers:

    - The paying customer - The employees train and motivate employees to consistent high quality service.

  • 9

    MANAGING PERCIEVED RISKS Consumers who buy hospitality products rely heavily on Yelpp, TripAdvisor, etc. Since hospitality and travel products are intangible, firms can mitigate by offering complimentary serviices through Intermediary customers:

    Tour Providers Travel Agents  Event Organizers

  • 10

    Differentiating by delivering consistently higher quality than competitors. In hospitality, quality is measures by how well custoer expectations are met. "Promise only what you can deliver and deliver more than you promise!" (American Express) - Expectations are based on:  (Past Experiences) (Word of Mouth) (Service firm advertising)

    MANAGING SERVICE QUALITY

  • 11

    Differentiating by delivering consistently higher quality than competitors. In hospitality, quality is measures by how well custoer expectations are met. "Promise only what you can deliver and deliver more than you promise!" (American Express) - Expectations are based on:

    (Past Experiences) (Word of Mouth) (Service firm advertising)

  • 12

    With their costs rising rapidly, service firms are expected to increase productivity. Through training current employees or hiring new skillful employees. Increasing quantity by giving up some quality Applying technology to increase productivity.

    MANAGING SERVICE PRODUCTIVITY

  • 13

    Unlike product maufacturers, services quality always varies. Companies cannot always prevent service problems. Good service recovery can turn undesirable situations into highlights.. Empower frontlien service employees-Authority, Responsibility and Incentives

    Resolving Customer Complaints 

  • 14

    swap small aiircraft with bigger ones if demand is high to increase capacity.

    CHANGE CAPACITY

  • 15

    eliminate discounted rates to control demand.

    CHANGE DEMAND -