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Problem 1:
‘Market segmentation is a deliberate policy of maximizing market demand by directing marketing efforts at significant sub-groups of consumers where geographic, psychographic and demographic variables are commonly used to segment markets.' How far do you agree with this statement in relation to market segmentation carried out in the tourism industry?
Problem 2:
a) ‘Recovering from service failures needs commitment, planning and clear guidelines from the part of an organisation. Effective service recovery should thus be proactive, planned, trained and empowered.' Describe to which extent you agree with this statement.
b) Explain the factors you would consider when designing service guarantees for tourism and hospitality organisations?
Problem 1: Assume that you are the manager of front-line customer-service employees in a tourism/hospitality organisation. From this perspective, elaborate on the strategies t
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Question 1: The characteristics of services profoundly impact on the delivery of tourism and hospitality products. Discuss the strategies that you would use to control the neg
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