Grand Targhee Ski Resort

Topics: Customer service, Good, Customer Pages: 2 (816 words) Published: February 21, 2013
What is service culture? “Service Culture” is “a shared purpose where everyone is focused on creating value for others inside and outside the organization.” (Ihara, 2011). In this paper, we will discuss how the management of Grand Targhee created a service culture, how fun relates to establishing a service culture and which product Grand Targhee is successful and why. According to the Case Study, you can see that the management of Grand Targhee created service culture based on customer satisfaction. Their target market is aimed to people prefer more individual and personality services. To rely on 4P of Marketing (Product, Price, Place and Promotion), they made themselves became unique. Product, they know their liabilities and their disadvantages therefore they tried to differentiate themselves. Their disadvantages are firstly, they have 3,000 acres but they only got 4 full-sized lifts, which is half if compared to Jackson Hole’s. Secondly, their location does not allow them to have the development of real estate around their area to attract customer. However, they created their service culture based on their disadvantages. They have their unique riding program which brought the turnover from $8,000 to $15,000 in three months of seasons. Their services made their customers enjoyed the time they spent in the ski private lessons to have fun and make they feel more confidence about themselves. They help their customers excess what their want which are goods or services that are not necessary but that customer’s desire or wish for. (Monroe County Women's Disability Network). They make sure their customers are satisfied with the services they provided. It’s obviously that they success with their pricing which worth their services. That’s why 100% their customers come back for seconds. In addition, their promotion campaigns are really good. They sponsored for schools ski programs in local. Their successes with their Kid Programs lead their attractive to more customers...
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