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Welcome to[ ]Service MarketingTopic: Service Marketing For Hospitality And Toursim
ENHANCING
SUPPLEMENTARY
SERVICES
examples of
Customized advice -Personal counseling -
Tutoring/training in product use -Management or technical consulting -
Consultation elements
Examples Of
Hospitality Elements
Lounges, waiting areeas, seating -Weather protection -
Magazines, entertainment,news, -newspapers -
Greeting
Transport
Waiting Facilities and Amenities
Food and Beverages
Toilet and Wash Rooms
Security
Examples Of
Safe Keeping Elements
− Child care, pet care− Parking for vehicles, valet parking− Coat rooms− Baggage handling− Storage space− Safe deposit boxes− Scurity personnel
Packaging -Pickup -
Transportation an delivery -Installation -
Inspection and diagnosis -Cleaning -
Refueling -Preventive maintenance -
Repair and renovation -
Caring for Possessions Customer Bring With Them
Caring for goods purchased (or rented) by costumers
Examples Of
Exception Elements
− Children’s needs− Dietary requirements− Medical or disability need− Religious observances
Warranties and guarantees -Resolving difficulties that arise from -
using the froduct -Resolving diffilculties caused by -
accidents, service failures -Assisting customers who have suffered -
an accident or a medical emergency -
Special request in advance of service delivery
Problem solving
Handling special communications
− Complaints− Compliments− Suggestions
restitution
Refunds and compensation -Free repair of defective goods -