Service experience report Essay Example | Topics and Well Written Essays - 2250 words

Service experience report - Essay ExampleServices have several(prenominal) distinguishing factors all that have implications during marketing. One of these factors is that services are intangible that manner that services cannot be stocked. Consequently, var. in demand is difficult to manage. In addition, the actual cost of the service is difficult to determine qualification pricing difficult. The other characteristic of services is that they are inseparable as they are put forwardd and offered simultaneously (Hultman and Ek, 2011). This means that the consumer is present during the production of the service and the aim of satisfaction attained is influenced by other consumers. Services are usually heterogeneous given that these activities are undertaken by humans and hence it is not possible to produce identical services. Lastly, services are perishable as they can never be stored, resold, or returned. For instance, a hotel company that offers bad services to its customers may not returned (Hultman and Ek, 2011). Because of the characteristics described above, companies offering services faces several challenges in marketing to ensure effectiveness. This report describes the application marketing theories and concepts in the outcome of Palazzo Versace Hotel that had been visited to have a chance of their customer and identify critical points. The report will also present reasons that make customers feel dissatisfy with the services offered. The First Visit Service marketing efforts in the hotel industry are geared towards attracting rude(a) customers and encouraging subsequent visits. Consequently, when I booked at Palazzo Versace Hotel, Gold Coast, and the hotel had a new customer and indeed it had a big role in ensuring that it is able to maintain the customer. Despite having booked for hotel earlier, the front confidence staff of the hotel could not trace the booking details due to computer failure. However, as required in service marketing wher e the first experience plays a great role in determining the level of satisfaction a customer receives in the service industry, the receptionists was quick to reassure me that all was well and depute another get on that is of the same status like that which I had booked. By naming a room to the customer despite failure to trace his details of booking, the reception reassured the customer that the hotel is concerned about(predicate) his welfare and has trust in them. This act may also be understood from the relationship marketing. human relationship marketing involves attracting and maintaining customers through enhanced customer to organization relationship (Gilmore, 2003). By demonstrating trust for the customer and assigning a room without much interrogation, the visitor is able to form a strong relationship with the initiation and therefore it is possible to book at the hotel again. The other marketing concept that is evident in the case of Palazzo Versace Hotel and the cus tomer is that of mutual satisfaction. According to Gilmore (2003), traditionally, marketing theory emphasized on mutual satisfaction. Businesses make remuneration by also ensuring that they meet the needs of their customers. To ensure that customers achieve satisfaction, the services offered must be of senior high school quality and adhere to repute and convenience needs of the customer. In adherence to the needs of the customer, the receptionist recognized the value of convenience as a determinant to the level of sati