Suppose that you’re the manager of front-line customer-service employees in tourism/hospitality organisation. From this perspective, elaborate on the strategies that you would employ to maximise the performance of the front-line employees throughout the service encounter.
a) Illustrate out how the personal characteristics of the buyer affect the consumer decision-making process.
b) Discuss and describe the marketing implications resulting from the lack of physical evidence experienced by customers when choosing between competing services.
The development of market segmentation and target marketing reflect movement away from production orientation towards marketing orientation. Discuss and describe.
Identify a tourism or hospitality organisation to illuminate the following:
a) The enhancing and facilitating services that organisation provide to the customers.
b) The strategies employed by the organisation to retain its customers.