THM

74問 • 1年前

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問題一覧

Service is an activity or benefit said by who?

philip kotler

Service are those separately identifiable said by who?

William J. Stanton

An act of courtesy not only providing what customer want but giving them beyong expectaions

service

Most basic of all customer needs. Greeted politely and with courtesy

frienliness

Basic needs which are customer are looking for. The service provider must put oneself in the customers shoe and act to fulfill their needs

understanding and empathy

The need to be treated fairly. Should not be bias in service

fairness

Represents the customers need to feel as they have an impact on the way things turn out. Brings confidence on the customer minds

control

Need to feel that other avenues to getting what they want are available

options and alternatives

Customer needs to be educated and informed

information

Centered on thinking about the business in terms of customer needs and satisfaction

hospitality marketing

Cant be seen, tasted, felt, heard, smell before purchase

intangibility

Cant be separated from service providers

inseparability

Multifaceted experience that may be had from a single type of service

heterogeneity

Cant be stored for later sale or use

perishability

Remains with the service providers

ownership

Transaction between the marketer and customer. The promises which the org makes. This communication affecs the expectation of a customer to the larger extend

external marketing

Marketing is an interaction between the seller and the buyer at particular point of time.

interactive marketing

A very significant aspect of service marketing. The marketing process that enables the marketer to deliver promises to the customer

internal marketing

Referred to as an interaction between the hospitality service provider and guest. The success or failure of such an encounter depend on factors like skills, attitude, expectation, desire, personalities

hospitality service encounter

Describing what when where and how service is provided

specification

Who the service staff are

staff

Where the service happens

space

Department information adequacy

systems

What kind of financial, human and other support reward system

support

Attitude, emphasis on quality by the service provider

style

A hospitality customer looks for consistency in performance and dependability. Should keep the promise made to the customer from the very beginning

reliability

Another factor which influence the customer expectation. Willing and ready employees to provide service. Promptness is crucial factor

responsiveness

Should possess the required skills and knowledge to perform the service

competence

Easy accessability and approachability of the contact personnel. Easy access to the telephone. Customer not on hold. Lines are not busy

access

The service personnel must be respectful, polite, considerate and friendly

courtesy

An open communication is important in hospitality services.

communication

The sp must keep in mind the interest of the customer and the company reputation while delivering the service

credibility

Every hc is concerned about physical safety, financial security and confidentiality. The sp must ensure that the customer are comfortable during their stay

security

The sp should be a shrewd salesman making all the efforts to understand the customer needs so that he can deliver personalized services.

understanding knowing the customer

The hps are intangible in nature. The sp should include necessary physical evidence of the service to make it more tangible in nature

tangibles

A term used to describe the combination of tactics used by a business to achieve its objectives by marketig its products or services to particular target group. An integral part of business to make sure that they are marketing

marketing mix

Marketing mix developed by _ it has six elements - product planning, pricing, distribution, promotion, servicing, and market research

prof neil borden

These were later reduced to four elements by __ product, price, place, promotion

mccarthy

The actual item that the customer purchases including the packaging, image, guarantee, and after sales service. It indicates that the consumers are not really buying set of attributes but rather benefits that satisfy their needs.

product

One of the most important in marketing mix. Only element of the marketing mix that generates a turnover of the org. The amount of money or goods. Reflects the relationship between customer and provider

price

Tool to inform the target market customer about the goods and services. Informing, educating, persuading, reminding. Supporting activity.

promotion

Refers to contact between sp and buyer. Channels that available to the firm and target market to increase the profitability of getting the customer to the product

place

According to __ as marketers we know its foolish to understimate the power of planning. It is importnt to create a effective marketing strategy.

stevie langford 2021

The 4ps paved the way for two modern academics

booms and bitner

Anyone directly or indirectly involved in the enterprise. People are the heart of business

people

Involves how your business runs, how its delivered. How the product is packaged, how ur customer moved down etc. Series of actions or elements that are involved in delivering product or services

process

The last extension of marketing mix. Proof of purchase. It encompasses the existence of ur brand

physical evidence

Organization task to determine the needs wants and interest of target market to deliver the desired product/service more effectively than competitors

marketing

The process of discovering and translating needs and wants into product and services said by who?

harry L. hanson

Marķeting is working with markets attempting to actualize potential exchange said by who?

philip kotler

Where the buyer and seller physically meet and exchange goods and services

potential exchange

Concerned with people and activities involve in the flow of goods and services

human act

Human wants that are back by buying power

demands

It is a management orientation which holds that the key to ask of the orģanization is to determine th3 needs and wants of consumer

marketing concept

Management orientation which assumes that the consumer will either buy or not buy enough of org products unless fhe org makes substantial effort

selling concept

Org culture, process and system aimed at understanding customer needs

consumer orientation

A strategy aimed at unifying diff marketing strat

integrated marketing

You need to be able to move with the times for the benefit of long term business planning.

marketing research and long term planning and development

Fulfill the needs of human being. Identifying customer needs is the most significant aspect of marketing org

consumer oriented process

Collèct relevant infos about customer preferences and choices aboutthe product and services. Adopt proper research techniques

Starts and ends with the customer

Marketing is an essential elementsof the development in every economy. Integrate all acts involve in marketing and ŕeach customer in maximum speed with minimum cost.

guiding elements of business

Types of market

Consumer Market Business Market Global Market Non Profit and Government Market

BASIC COMPONENTS UNDERLYING MARKETING

Needs wants demands potential exchange human activity

Enumerate Marketing concept

Discover Market Needs Product Planning and Development Distribution of products and services Guaranteed sales volume and profit at customer satisfaction

Selling concept

Product Planning and Development Promotional Methods and Selling Distribution of Products and services unguaranteed sales volume and profit/unguaranteed customer satisfaction.

Basic components of Marketing Concept

consumer orientation integrated marketing market research and long term planning and development

NATURE OF MARKETING

Consumer oriented process Starts and ends with the customer Guiding element of Business system oriented process exchange process goal oriented process

THE CONCEPT OF SERVICE

Friendliness Information Options and Alternatives Control Understanding and Empathy fairness

Characteristics of service marketing

intangibility inseparability perishability ownership heterogeneity

Types of Marketing in Service Industries

External Marketing Internal Marketing Interactive Marketing

6 S of service encounter

Specification Space Staff Style Systems Support

Determinants of service quality

Reliability Responsiveness Tangibles Understanding and knowing the customer Access Security Credibility Competence Communication Courtesy

4ps of Marketing Mix

price place promotion product

Extension 4ps to 7ps

People Process Physical Evidence

Global

Global

Eco

Eco

Research

Research

ecotourism

ecotourism

thm

thm

global

global

問題一覧

Service is an activity or benefit said by who?

philip kotler

Service are those separately identifiable said by who?

William J. Stanton

An act of courtesy not only providing what customer want but giving them beyong expectaions

service

Most basic of all customer needs. Greeted politely and with courtesy

frienliness

Basic needs which are customer are looking for. The service provider must put oneself in the customers shoe and act to fulfill their needs

understanding and empathy

The need to be treated fairly. Should not be bias in service

fairness

Represents the customers need to feel as they have an impact on the way things turn out. Brings confidence on the customer minds

control

Need to feel that other avenues to getting what they want are available

options and alternatives

Customer needs to be educated and informed

information

Centered on thinking about the business in terms of customer needs and satisfaction

hospitality marketing

Cant be seen, tasted, felt, heard, smell before purchase

intangibility

Cant be separated from service providers

inseparability

Multifaceted experience that may be had from a single type of service

heterogeneity

Cant be stored for later sale or use

perishability

Remains with the service providers

ownership

Transaction between the marketer and customer. The promises which the org makes. This communication affecs the expectation of a customer to the larger extend

external marketing

Marketing is an interaction between the seller and the buyer at particular point of time.

interactive marketing

A very significant aspect of service marketing. The marketing process that enables the marketer to deliver promises to the customer

internal marketing

hospitality service encounter

Describing what when where and how service is provided

specification

Who the service staff are

staff

Where the service happens

space

Department information adequacy

systems

What kind of financial, human and other support reward system

support

Attitude, emphasis on quality by the service provider

style

A hospitality customer looks for consistency in performance and dependability. Should keep the promise made to the customer from the very beginning

reliability

Another factor which influence the customer expectation. Willing and ready employees to provide service. Promptness is crucial factor

responsiveness

Should possess the required skills and knowledge to perform the service

competence

Easy accessability and approachability of the contact personnel. Easy access to the telephone. Customer not on hold. Lines are not busy

access

The service personnel must be respectful, polite, considerate and friendly

courtesy

An open communication is important in hospitality services.

communication

The sp must keep in mind the interest of the customer and the company reputation while delivering the service

credibility

Every hc is concerned about physical safety, financial security and confidentiality. The sp must ensure that the customer are comfortable during their stay

security

The sp should be a shrewd salesman making all the efforts to understand the customer needs so that he can deliver personalized services.

understanding knowing the customer

The hps are intangible in nature. The sp should include necessary physical evidence of the service to make it more tangible in nature

tangibles

marketing mix

Marketing mix developed by _ it has six elements - product planning, pricing, distribution, promotion, servicing, and market research

prof neil borden

These were later reduced to four elements by __ product, price, place, promotion

mccarthy

product

price

Tool to inform the target market customer about the goods and services. Informing, educating, persuading, reminding. Supporting activity.

promotion

Refers to contact between sp and buyer. Channels that available to the firm and target market to increase the profitability of getting the customer to the product

place

According to __ as marketers we know its foolish to understimate the power of planning. It is importnt to create a effective marketing strategy.

stevie langford 2021

The 4ps paved the way for two modern academics

booms and bitner

Anyone directly or indirectly involved in the enterprise. People are the heart of business

people

Involves how your business runs, how its delivered. How the product is packaged, how ur customer moved down etc. Series of actions or elements that are involved in delivering product or services

process

The last extension of marketing mix. Proof of purchase. It encompasses the existence of ur brand

physical evidence

Organization task to determine the needs wants and interest of target market to deliver the desired product/service more effectively than competitors

marketing

The process of discovering and translating needs and wants into product and services said by who?

harry L. hanson

Marķeting is working with markets attempting to actualize potential exchange said by who?

philip kotler

Where the buyer and seller physically meet and exchange goods and services

potential exchange

Concerned with people and activities involve in the flow of goods and services

human act

Human wants that are back by buying power

demands

It is a management orientation which holds that the key to ask of the orģanization is to determine th3 needs and wants of consumer

marketing concept

Management orientation which assumes that the consumer will either buy or not buy enough of org products unless fhe org makes substantial effort

selling concept

Org culture, process and system aimed at understanding customer needs

consumer orientation

A strategy aimed at unifying diff marketing strat

integrated marketing

You need to be able to move with the times for the benefit of long term business planning.

marketing research and long term planning and development

Fulfill the needs of human being. Identifying customer needs is the most significant aspect of marketing org

consumer oriented process

Collèct relevant infos about customer preferences and choices aboutthe product and services. Adopt proper research techniques

Starts and ends with the customer

Marketing is an essential elementsof the development in every economy. Integrate all acts involve in marketing and ŕeach customer in maximum speed with minimum cost.

guiding elements of business

Types of market

Consumer Market Business Market Global Market Non Profit and Government Market

BASIC COMPONENTS UNDERLYING MARKETING

Needs wants demands potential exchange human activity

Enumerate Marketing concept

Discover Market Needs Product Planning and Development Distribution of products and services Guaranteed sales volume and profit at customer satisfaction

Selling concept

Product Planning and Development Promotional Methods and Selling Distribution of Products and services unguaranteed sales volume and profit/unguaranteed customer satisfaction.

Basic components of Marketing Concept

consumer orientation integrated marketing market research and long term planning and development

NATURE OF MARKETING

Consumer oriented process Starts and ends with the customer Guiding element of Business system oriented process exchange process goal oriented process

THE CONCEPT OF SERVICE

Friendliness Information Options and Alternatives Control Understanding and Empathy fairness

Characteristics of service marketing

intangibility inseparability perishability ownership heterogeneity

Types of Marketing in Service Industries

External Marketing Internal Marketing Interactive Marketing

6 S of service encounter

Specification Space Staff Style Systems Support

Determinants of service quality

Reliability Responsiveness Tangibles Understanding and knowing the customer Access Security Credibility Competence Communication Courtesy

4ps of Marketing Mix

price place promotion product

Extension 4ps to 7ps

People Process Physical Evidence