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Chapter 10

Chapter 10. Designing Products. 10.1 Hospitality and Tourism Products. Goods – tangible items such as hotel room, hamburger Service- something someone does for you- arranges your travel These are intertwined – offer information (service) such as brochure (goods) see page 207 graph.

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Chapter 10

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  1. Chapter 10 Designing Products

  2. 10.1 Hospitality and Tourism Products • Goods – tangible items such as hotel room, hamburger • Service- something someone does for you- arranges your travel • These are intertwined – offer information (service) such as brochure (goods) • see page 207 graph

  3. Variety of Products • Hospitality Products= lodging, food service • Tourism and Transportation Products= airlines, cruises, railroads, auto, and motor coach

  4. PRODCUT LEVELS • Core = main product that customer is buying • Facilitating Product= goods and services that aid in the sue of the core product (might include: parking, phone) • Supporting Products= extra goods or services that accompany core product to add value to make it better than the competition (might be turn down service, luxurious towels)

  5. PRODUCT MIX SAMPLE • Total assortment or products that a company makes or sells =see page 209 for example • What would you offer your customers?

  6. 10.2 Product Planning • Life Cycle of Products = various stages that a product goes through during existence. • Product Development = new idea for product, plan to introduce the product to the market- target markets • Introduction stage = launched into marketplace, profits rise and people take notice

  7. Maturity Stage= sales slow, product does not attract new customers, may add new packing or new and improved items • Decline Stage = may drop the product or keep it to satisfy loyal customers • See graph on page 212

  8. Dealing with Customer Satisfaction • Customer satisfaction = a positive feeling a customer has about a business or product • Expectations and Satisfaction • Customer Loyalty = customers faithlyfulness to a business and its products • Comes from being extremely satisfied

  9. What Builds Customer Loyalty ?? Employee Relations Price and Value Quality Service Relationship Marketing = building relationships with customers by adding value to the interaction that will lead to long – term customer satisfaction

  10. Relationship bulling will help by.. Financial benefits Personalization Special Services Less likely to switch brands

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