Question 1:
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.
Question 2:
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.
Question 3:
The development of market segmentation and target marketing reflect movement away from production orientation towards marketing orientation. Discuss and describe.
Question 4:
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.