Ask Question, Ask an Expert

+1-415-315-9853

info@mywordsolution.com

Ask Marketing Management Expert

Attempt all the problems.

Section-A

problem1)a) What are the challenges to services purchase?

b) What are the significant elements of the service production process?

problem2)a) What is a service style?

b) What potential does e-CRM have for companies?

problem3)a) What are the characteristics of services that should be taken care of in designing service  processes? 

b) What are the various approaches to segmenting service customers?

problem4)a) To what extent do you think price influences your perception of service quality and, ultimately, your buying decision?

b) What are the different distribution channel options available to service marketers?

Section-B

Case Study: THE LOST BAGGAGE

Mr. Desai decided to take the couple of days off from work, in order to visit his family in Ahmedabad in Gujarat. Though he had many options to travel, he decided to buy  ROUND TRIP from Dubai to Ahmedabad, in a tourist class, and to fly by Air India as it offers a direct fly, without a break.

Flying from Dubai to Ahmedabad, flight was on time, and the plane was fully occupied.  He got the good service, a normal meal, and they landed on time.

After some days with his family it was time to go back home.

At the airport, he was looking for flight schedules on the screens; he realized that his flight was going to be delayed.  Mr. Desai was clearly disturbed, as it was not first time that this happened to him when he was flying by Air India.

His flight was scheduled to take off at 2100 hours, but it was delayed by two hours. Distressed by the wait, he was already feeling itchy.
When they landed in Dubai, he was waiting to recover his luggage but after 30 minutes, one of his bags was still missing. Seeing a service manager near the luggage area, Mr. Desai tried to describe the situation to him. The manager appeared helpless and asked Mr. Desai if he had labelled the luggage correctly.

Unable to trace his luggage, Mr. Desai was asked to fill some forms in order to make the claim for his luggage. During phone call, service attendant described the procedure to Mr. Desai, according to which airline will try to trace luggage for two weeks. If after this time they are unable to find the luggage, they will pay 100 per cent over the declaration form.

After eight days, he received the call to go down to airport warehouse to look for his bag. There, a service attendant was assigned to Mr. Desai to help him search for his lost bag. But he never found his bag.

At the end of his meeting, Mr. Desai signed some papers and he got 100 per cent in cash over the declaration form.
Three days later, he got the phone call from the airline office, informing him that they had found his bag.

problem5) Case problems:

a) What is the cause of the problem?

b) What do you propose to reinforce the luggage security process?

c) From the customer’s viewpoint, is two weeks a reasonable time to solve problem?

Marketing Management, Management Studies

  • Category:- Marketing Management
  • Reference No.:- M93350

Have any Question? 


Related Questions in Marketing Management

According to information found on the production analysis

According to information found on the production analysis page of the Inquirer, Chester sold 1129 units of Coat in the current year. Assuming that Coat maintains a constant market share, all the units of Coat are sold in ...

List the six major elements of the physical distribution

List the six major elements of the physical distribution system along with the focus area for each.

Recommend at least one 1 way a business with which you are

Recommend at least one (1) way a business with which you are familiar could use social media / buzz marketing to increase sales and awareness (e.g., social media awareness) of your products. Give your opinion on what a b ...

Corporate governancegovernance mechanisms are considered to

Corporate Governance Governance mechanisms are considered to be effective if they meet the needs of all stakeholders, including shareholders. Governance mechanisms are also an important way to ensure that strategic decis ...

Public relationsinstructionsbull use microsoft word 2010 in

Public Relations Instructions: • Use Microsoft word 2010 in formulating your answers. • Write brief answers and avoid long or general answers. • Answer should not exceed (125) words per question. • Write the answers in E ...

Write a 2-page paper double-spaced 12-pt arial font that

Write a 2-page paper, double-spaced 12-pt Arial font, that details a service failure you've had in the past six months. In the paper, explain: 1) What service you encountered 2) How they failed 3) The feelings that you w ...

Charley and iris met for a working lunch first thing you

Charley and Iris met for a working lunch. "First thing you need to do," Charley told Iris when they met, "is gain some consensus from your higher management to fund a new position for a security analyst. Then fill it by ...

1 what do you need to have a dial-up connection to the

1. What do you need to have a dial-up connection to the Internet? 2. How is a DSL Internet connection different from a telephone modem connection? 3. What is Cat 5 cable used for? What is Bluetooth?

Aaron bought a television set for personal use from penny

Aaron bought a television set for personal use from Penny. Aaron properly signed a security agreement and paid Penny $125 down, as their agreement required. Penny did not file, and subsequently Aaron sold the television ...

Assignment individual reflection blueprint for professional

Assignment: Individual Reflection: Blueprint for Professional and Personal Growth: Your Future as a Manager, with Executive Summary of Class and Collaboration Skills As you begin this assignment, review the broad range o ...

  • 4,153,160 Questions Asked
  • 13,132 Experts
  • 2,558,936 Questions Answered

Ask Experts for help!!

Looking for Assignment Help?

Start excelling in your Courses, Get help with Assignment

Write us your full requirement for evaluation and you will receive response within 20 minutes turnaround time.

Ask Now Help with Problems, Get a Best Answer

Section onea in an atwood machine suppose two objects of

SECTION ONE (a) In an Atwood Machine, suppose two objects of unequal mass are hung vertically over a frictionless

Part 1you work in hr for a company that operates a factory

Part 1: You work in HR for a company that operates a factory manufacturing fiberglass. There are several hundred empl

Details on advanced accounting paperthis paper is intended

DETAILS ON ADVANCED ACCOUNTING PAPER This paper is intended for students to apply the theoretical knowledge around ac

Create a provider database and related reports and queries

Create a provider database and related reports and queries to capture contact information for potential PC component pro

Describe what you learned about the impact of economic

Describe what you learned about the impact of economic, social, and demographic trends affecting the US labor environmen