Understand the principles of services marketing in the tourism and hospitality industry.

Unit : Services Marketing and Customer Service

Services Marketing and Customer Service

1 Understand the principles of services marketing in the tourism and hospitality industry.

2 Understand the components of the marketing mix.

3 Understand the principles of consumer behaviour in the tourism and hospitality industry.

4 Understand the nature and importance of customer service in the tourism and hospitality industry.

Scenario

After graduating, you started a job for a Tour Operator and after 2 years, you became part of the Marketing team. You stayed in touch with your Lecturer who invited you back for a presentation for the students.

Your lecturer also asked you to bring a bng the essay you wrote when you were a student, so it could be used as an inspiration.

Task 1 - Service Marketing

Instructions

You decided to bring a colleague to make the presentation livelier and to help you with some background research on your organisation. The presentation should be structured as follow:

Welcoming the students and explaining who you are and what you will be discussion.

An introduction explaining low "service marketing" is related to Customer Service and what Service marketing is.

An explanation of the role of marketing in your organisation and categorise its service marketing activities.

Identify the impact of social media and digital communications on services marketing on the orga nisation.

A brief explanation of the `9P model`.

Explain how the 9P applies to your organisation.

Conclude with the importance of customer service and the consequences of not providing good customer service.