involving a high degree of trust on the part of the purchaser". (Holloway‚ 2002) This means that the tourism product is almost a promise of an experience to the consumer. The five characteristics of service sector industries are Intangibility‚ Perishability‚ Heterogeneity‚ Inseparability‚ and Lack of ownership. With the tourism product being a service the more tangible and the more personal to the customer the product is the more appealing the product is. If the customer feels that the tourism service
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Secondly‚ two dissatisfactory encounters in Ray White Alderley and Myer will be compared to gain the least satisfactory one. Finally‚ I will give 3 recommendations for the least satisfactory encounter. Theories of level of tangibility‚ heterogeneity‚ inseparability‚ and perishability; level of customer service; disconfirmation of expectations; processes or production steps and so on will be used in analyzing my encounter experiences. II. Most Satisfactory Encounter As an oversea student in Brisbane
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Master of management Gadjah Mada University MARKETing management Designing and managing services Case Study : Ritz-Carlton Hotels Lecture : Prof. Dr. Basu Swastha Dharmmesta‚ M.B.A Group 4 Anne Stam [Student Exchange] Febrini Wulandari 08/277511/PEK/12841 Irwan Arfandi Bachtiar 08/277521/PEK/12851 Case Summary Ritz-Carlton Hotels‚ California‚ USA Ritz-Carlton is a brand of luxury hotel and resort with 70 properties that
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CASE 1 TEACHING NOTES EMMY’S AND MADDY’S FIRST SERVICE ENCOUNTER QUESTIONS: 1. Develop a molecular model for this hospital. In general‚ the core benefit the hospital offers is health care. The tangible and intangible components of the experience that spin-off from the center may include the various departments‚ various personnel‚ equipment and supplies‚ etc. 2. Using the Servuction model as a point of reference‚ categorize the factors that influenced this service encounter.
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Characteristics High Initial investment Customer as Guest Immovability Intangibility Competition Inseparability Supporting Variability Perishability Who Uses suites Businessmen Movie stars Corporate Political representatives
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1. Name and describe the types of consumer products and give an example of each. How does the marketing differ for each product type? (AACSB: Communication; Reflective Thinking) There have 5 types: Convenience products: A consumer product that customers usually buy frequently‚ immediately‚ and with minimal comparision and buying effort. Ex: Cazines and candy‚ magazines and fast good. Shopping products: A consumer product that the customer‚ in the process of selecting and purchasing‚ usually compares
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distribution and selling. Four Factors That Distinguish Services Marketing It’s been called "selling the invisible"-delivering intangible services as a core "product" offering. But invisibility‚ or intangibility‚ is just one factor that distinguishes services marketing from product marketing. Along with inseparability‚ variability‚ and perishability‚ these four characteristics affect the way clients behave during the buying process and the way organizations must interact with them. Differences between service
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Diploma in Hospitality Management / Diploma in Tourism Management Unit 4 – Tourism and Hospitality Sales and Marketing Activity 1 Date: _____________________ Name: ___________________________________________ Student no.: ____________________ Choose a restaurants or hotels. Based on the information provided in each of company’s website: A. Describe how the company tries to satisfy customer’s wants and needs. B. How does the company create value for the customer? C. Do they segment the
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1989) • But does this mark a trend? • And what of knowledge work? School of Management What characterises the service sector? • Five attributes of service work (Blyton and Turnbull 2004) – Intangibility – Perishability – Variability – Simultaneous production and consumption – Inseparability School of Management Consumerism and the rise of the service sector • Substantial increase in the number of “customer-facing” jobs • Customer service and its link to competitive advantage
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ANSWER KEY A Name__________________________ Row__________ Marketing 3213 Summer 2011 Distance Learning Exam 3 Do not open this booklet until instructed to do so. Darken the correct answer to each of the questions on the answer
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