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 -