# data[].attributes.headline
MAI SARAH BINTI MEOR NOR AZIAN (A14A0296) L3T1

# data[].attributes.subject
MAI SARAH BINTI MEOR NOR AZIAN (A14A0296) L3T1

# data[].attributes.headline
MUHAMMAD FAIZ HELMI BIN MUHAMMAD HARITH FADZILLAH (A14A0418) (L3T1)

# data[].attributes.subject
MUHAMMAD FAIZ HELMI BIN MUHAMMAD HARITH FADZILLAH (A14A0418) (L3T1)

# data[].attributes.body
QUESTION 1
-Press release
-Publicity stunts
-Brochures
-Website
-Mail shots
-Advertising

QUESTION 2
- Assurance
-  Responsiveness
- Intangible
- Empathy
- Reliability
- Tangible

QUESTION 3
- willing as customer
- can spends money
- know about the product

QUESTION 4
-Technology
-Networks
-Relationships
-Empowered employees

# data[].attributes.headline
MUHAMMAD KHAWARIZMI BIN KASMAN A14A0448 (L3T1)

# data[].attributes.subject
MUHAMMAD KHAWARIZMI BIN KASMAN A14A0448 (L3T1)

# data[].attributes.body
1) Approach of customer communication that can be applied by a hospitality business; website, advertising, brochures, mail shots,it free giveaways, catalog.

2) Six (6) dimensional categorization to achieve customers satisfaction are assurances, empathy, tangible, responsiveness, realiability, network quality.

3) Characteristics of customers that are supportive of the business are;

a)the customers are less inclined to switch to another products or services.

b) the customers are less price sensitive.

c) the customers are more likely to purchase additional product

d) the customers are less expensive to service because they are familiarvwith  the process

4) Four essential core capabilities ; technology, relationship, network, empowered employees

# data[].attributes.headline
MOHAMAD NOR ARIF BIN MOHD YUSOFF A14A0339 

# data[].attributes.subject
MOHAMAD NOR ARIF BIN MOHD YUSOFF A14A0339 

# data[].attributes.body
1. APPROACHES OF CUSTOMER COMMUNICATION THAT CAN BE APPLIED BY A HOSPITALITY BUSINESS.
- Website
- Advertising
- Brochures
- Press releases
- Mail shots
- Publicity stunts
- Free give-awats
2. DIMENSIONAL CATEGORIZATION TO ACHIEVE CUSTOMER SATISFACTION
- Reliability
A company's ability to perform the promised service dependably and accurately.
- Assurance
The knowledge, competence, and courtesy of the employees and their ability to convey trust and confidence.
- Tangible
Physical facilities, equipment, and appearances that impress the customers.
- Empathy
The level of caring, individualized attention, access, communication and understanding that the customer perceives.
- Responsiveness
The willingness displayed to help clients and provide prompt services.
3. CHARACTERISTICS OF CUSTOMERS THAT ARE SUPPORTIVE OF THE BUSINESS
- Responsible
- Responsive
- Knowledgeable
- Willing to spend
4.ESSENTIALS CORE CAPABILITIES
- Technology
Involve the level of technology advance uses.
- Network
Wide networking influences
- Relationship
involve the  great collaboration within all partnerships.
- Empowered employees
the use of effective human resources.

# data[].attributes.headline
FATIN NURAMALINA BINTI ZUKEPELI A14A0174 (L3T1

# data[].attributes.subject
FATIN NURAMALINA BINTI ZUKEPELI A14A0174 (L3T1

# data[].attributes.body
1)      Approaches of customer communication that can be applied by a hospitality business

i. Publicity stunts.  To attract public attention to event organizer, which is utilized by celebrity, politicians and etc
ii. Free give away. A small food or product given free to customer in order to introduce new product.

iii.Website. Involve minimum cost and become trend

iv. Advertising. An activity of producing ads for commercial products or service
v. Brochures. A small book contains information of service or product by company

vi. Press release. An official statement by giving a related information to newspaper
vii. Mail shots. Send promotional product or service to large number of people

2)      Six dimensional categorization to achieve  customer satisfaction

i.            Material provision
ii.            Technical operations iii.            Staff adaptability
iv.            Staff or customer relation
v.            Image
vi.            Value

3)      Characteristics of customer that are supportive of the business

i. Less inclined to switch. They used and become loyal to product or service

ii. Less price sensitive. As customer focus on quality of services

iii. More likely to introduce new customer. Mouth to mouth promotion
iv. More likely to purchase additional products

v. Less expensive to service because they are familiar with the process
vi. Require less education
vii. More consistent in their buying behaviour. The more familiar customer with the brand, the harder their decision making process familiar

4)      Four essential core capabilities

i. Technology. Allows continuous communication and streamlines the guest experience

ii. Networks. A procurement and reference site which is providing a one-stop shop for professional and decision makers

iii. Relationship. Staff and customer relations

iv.  Empowered. Employee empowerment which is enabling staff to make decision which can improve customer service in responding to problem.

# data[].attributes.headline
MOHAMAD ASHRAF BIN MUHAMAD ZAINI H16A0154 (L2T3)

# data[].attributes.subject
MOHAMAD ASHRAF BIN MUHAMAD ZAINI H16A0154 (L2T3)

# data[].attributes.body
1. Approaches of customers communication that can be applied by a hospitality business are:

Advertising

Brochure

Free Give Away

Mail Shot

Press Release

Website

2. 6 dimensional categorization to achieve customer satisfaction are:

Assurance

Empathy

Network Quality

Reliability

Responsiveness

Tangible

3. Characteristics of customers that are supportive of the business are:

someone that willing to pay to the products.

someone that have the knowledge of the products that know the product very much.

someone that are really interest with the products.

4. Four essentials core capabilities are:

Empowered Employees

Network

Relationship

Technology

# data[].attributes.body
H16A0181 (L3T2)
1.Approaches of customer communication that canbe applied by a hospitality business.
- Brochures
- Advertising
- Website
- Free-give away
- Loyalty program
- Email

2. Six dimensional of categorization to achieve the customer satisfaction.
- Empathy
- Tangible
- Intangible
- Assurance
- Reliability
- Responsiveness

3. Characteristics of customers that is supportive of the business.
- Knowledge about the products
- Able to spend the money
- Willingness of the customer

4. Four essential core capabilities
- Network
- Technology
- Empowered employees
- Relationship

# data[].attributes.body
A14A1152 (L3T2)
1. Approaches of customer communication
-Free give-aways
-Website
-Advertising
-Brochures
-Press release
-Mail shots
-Publicity stunts
2. 6 dimensional categorization
-assurance
-tangible
-empathy
-reliability
-responsiveness
-service quality
3. Characteristic of customers that are supportive of the business
-Less inclined to switch
-Less price sensitive
-More likely to introduce new customers
-More consistent in their buying behaviour
-More likely to purchase additional products
-Less expensive to service because they are familiar with the process
-Require less 'education'
4. Four essential core capabilities
-Technology
-Networks
-Relationships
-Empowered employees

# data[].attributes.headline
NUR NATASHA LIYANA BINTI MISROM (A14A0760)

# data[].attributes.subject
NUR NATASHA LIYANA BINTI MISROM (A14A0760)

# data[].attributes.headline
SITI RAFIQEAH BTE MOHAMED ZAINI (A14A1444) L3T2

# data[].attributes.subject
SITI RAFIQEAH BTE MOHAMED ZAINI (A14A1444) L3T2

# data[].attributes.body
1) Approaches of customer communication that can be applied by a hospitality business:
*The approaches of customer communication that can be applied by a hospitality business is using a website, advertising, brochures, press release, mail shots, publicity stunts, and free give-aways.

2) 6 dimensional categorization to achieve customer satisfaction:
Assurance
*Knowledge, competence, and courtesy of employees and their ability to give trust and confidence.
Reliability
*The Company ability to perform the promised service dependably and accurately.
Empathy
*Level of caring, individualized attention, access, and understanding customers perceives.
Tangible
*Physical facilities, equipment and appearances that can impress customer.
Responsiveness
*Willingness displayed to help clients and provide fast services.
A quality
*An improve the network their services with cutomer.

3) Characterisitics of customers that are supportive of the business:
*A person who willing to pay to the products.
*The consumers that have knowledge about the product.
*Customer who that really interested with the products.
*The person who give positive feedback to the business.
*Promote the product to new ccystomer.

4) Four essential core capabilities:
*Technology
*Networks
*Relationship
*Empowered employee

# data[].attributes.body
L3T2
Question 1
Approach of customer communication That can Be applied
> free give away
> listen actively
> Avoid negative questions
> use analogies to explain Technical concept

Question 2
6 dimentional categorization to achieve customer satisfaction.
> Assurance
> empathy
>  Reliability
> tangible
> responsiveness
> network quality

Question 3
Characteristics of customer That are supportive of the business
~ willing as customer
~ can spends money
~ know about the product

Question 4
Four essential core capabilities
- technology
- network
- empowered employee
- relationship

# data[].attributes.body
(A14A0330)

QUESTION 1= Approach of customer communication

-advertising

-Website

-Free give away

-Loyalty programme

-Feedback email

QUESTION 2=6 dimensional categorization to achieve customer satisfaction

-rehabilitee

-responsiveness

-Assurance

-Empathy

-Tangible and intangible

QUESTION 3= characteristic costumer that are supportive

- loyal customer. It because when the customer get their satisfaction to our product it will be their choice and we will get their trust to sell the product

-able to spend money. This is because when we get the customer that thrust our product they will spend money to the product that can give their satisfaction.

QUESTION 4= 4 essential care capabilities

-strategically

-for make a deal with customer

-to find @ govern the partnership

-to manage their deal with customer

# data[].attributes.body
QUESTION 1 : approaches of customer communication that can be applied.
ANSWER 1 :
1. approaches customer gently
2. avoid negative question
3. listen actively
4. advertising
5. free-give away

QUESTION 2 :   dimensional categorization to achieve customer satisfaction
ANSWER 2 :
1. assurance
2. empathy
3. reliability
4. responsiveness
5. tangibles

QUESTION 3 : Characteristic of customers that supportive business
ANSWER 3 :
- able to spent the money
- willingness of the products
-willingness of the customers
-knowledge about the products

QUESTION 4 : 4 essential core capabilities
ANSWER 4 :
1. network
2. technology
3. empowered employee
4. relationship

# data[].attributes.headline
MAI SARAH BINTI MEOR NOR AZIAN (A14A0296) L3

# data[].attributes.subject
MAI SARAH BINTI MEOR NOR AZIAN (A14A0296) L3

# data[].attributes.headline
Nur Siti Fahada binti Mohd Fauzan (A14A1531)

# data[].attributes.subject
Nur Siti Fahada binti Mohd Fauzan (A14A1531)

# data[].attributes.body
1. -brochures
-advertising
-website
-free-give away
-email
2. -empathy
-tangible
-intangible
-assurance
-reliability
3. -able to spend the money
-willingness of the products
-willingness of the customer
-knowledge about the products
4. -network
-technology
-relationship
-empowered employees

# data[].attributes.headline
SITI SA'UDAH BINTI ZAINAL RASHID (A14B1523)

# data[].attributes.subject
SITI SA'UDAH BINTI ZAINAL RASHID (A14B1523)

# data[].attributes.body
1. -brochures
-advertising
-website
-free-give away
-email
2. -empathy
-tangible
-intangible
-assurance
-reliability
3. -able to spend the money
-willingness of the products
-willingness of the customer
-knowledge about the products
4. -network
-technology
-relationship
-empowered employees

# data[].attributes.body
1. -brochures
-advertising
-website
-free-give away
-email
2. -empathy
-tangible
-intangible
-assurance
-reliability
3. -able to spend the money
-willingness of the products
-willingness of the customer
-knowledge about the products
4. -network
-technology
-relationship
-empowered employees

# data[].attributes.headline
SITI NURUL NASUHA BINTI HASSAN A14A1051 L3T2

# data[].attributes.subject
SITI NURUL NASUHA BINTI HASSAN A14A1051 L3T2

# data[].attributes.body
1) The approaches of customer communication that can be applied by hospitality business are brochure, mail shot , advertising, website and catalogue. The function of these approaches are to make sure that the customers gain more knowledge about the products that are offered by the seller.

2) 6 dimensional categorization to achieve customer satisfaction are :
-assurance
- empathy
-network quality
-reliability
-responsiveness
- tangibles

3)There are several of characteristic of customer that are supportive to the business . These customers are very important to the business since they are the one who support and make the business success. They are the customers that are willing to pay for the product. They also willing to give the feedback to the seller after they use the product. They will always loyal to the product and will recommend the product to other people.

4) 4 essential core capabilities are :
-empowered employees
-network
-technology
-relationships

# data[].attributes.headline
MUHAMMAD AIMAN BIN ABU BAKAR A14A0396 (L4

# data[].attributes.subject
MUHAMMAD AIMAN BIN ABU BAKAR A14A0396 (L4

# data[].attributes.body
1. -brochures
-advertising
-website
-free-give away
-email
2. -empathy
-tangible
-intangible
-assurance
-reliability
3. -able to spend the money
-willingness of the products
-willingness of the customer
-knowledge about the products
4. -network
-technology
-relationship
-empowered employees

# data[].attributes.headline
Nurul Asma Binti Muhammad Noor (a14a0850) l3t1

# data[].attributes.subject
Nurul Asma Binti Muhammad Noor (a14a0850) l3t1

# data[].attributes.headline
Afiq naqiuddin bin alaodin a14a1199 Quiz sah L3t

# data[].attributes.subject
Afiq naqiuddin bin alaodin a14a1199 Quiz sah L3t

# data[].attributes.body
Approaches of customer communication that can be applied by a hospitality business.
Free gift away
Advertising
Website
Brochure
Catalogue
Mal shots
6 dimensional categorization to achieve customer satisfaction.
Empathy – The level of caring, individualized attention, access, communication and understanding that the customer perceives
Reliability – A company’s ability to perform the promised service dependably and accurately
Responsiveness – The willingness displayed to help clients and provide prompt service
Assurance – The knowledge, competence and courtesy of employees and their ability to convey trust and confidence
Network quality - can improve the network their service with customer
Tangibles – Physical facilities, equipment and appearances that impress the customer
Characteristics of customers that are supportive of the business.
Someone who does not say no and always follow up.
Someone who are always give any feedback or testimonials after using the product or services.
Someone who have knowledge about the product or services.
Someone who are willing to pay or spend their money.

Four essential core capabilities.
Empowered employee
Network
Relationship
Technology

# data[].attributes.headline
NURUL SYAFIQAH BINTI SAMSURY (A14A0896) (L3 T2)

# data[].attributes.subject
NURUL SYAFIQAH BINTI SAMSURY (A14A0896) (L3 T2)

# data[].attributes.body
1) Approaches of customer communication that can be applied by a hospitality business.
- website
- advertising
-brochure
- Mail shots
- free give-aways
2)6 dimensional categorization to achieve customer satisfaction.
- Assurance
-Empathy
- Reliability
- Tangible
- Responsiveness
- Network Quality
3) Characteristics of customer that are supportive of the business.
- willingness of customer.
- Customer will give feedback to seller
- customer will recommend the product to their friends
4. four essential core capabilities.
- Technology
- Networks
- Relationship
Empowered employee

# data[].attributes.headline
WAN NUR HASYIMA BINTI WAN RAZALI (A14A1148) (L3T1)

# data[].attributes.subject
WAN NUR HASYIMA BINTI WAN RAZALI (A14A1148) (L3T1)

# data[].attributes.headline
L3T1 | NUR ELYA FAZREEN BINTI NORDIN | A14A0701

# data[].attributes.subject
L3T1 | NUR ELYA FAZREEN BINTI NORDIN | A14A0701

# data[].attributes.headline
NURUL HANIS BINTI AMIR [A14A1413] - L3T1

# data[].attributes.subject
NURUL HANIS BINTI AMIR [A14A1413] - L3T1

# data[].attributes.headline
NUR FATIMAH BINTI ABD AZIZ (A14A0718) - L3T1

# data[].attributes.subject
NUR FATIMAH BINTI ABD AZIZ (A14A0718) - L3T1

# data[].attributes.headline
NUR LIANA IDORA BINTI IBRAHIM (A14A0747) ~ L3T1

# data[].attributes.subject
NUR LIANA IDORA BINTI IBRAHIM (A14A0747) ~ L3T1

# data[].attributes.body
QUIZ SAH
1. There are approaches of customer communication that can be applied by a hospitality business. Hospitality business can communicate with customers in a variety of ways through:

Free give-aways

Publicity stunts

Website

Advertising

Press release

Mail shots

Brochures

These customers’ communication approaches can attract and generate customer’s awareness toward the products or services. Through this, the customers might be motivated to come again. It’s also to encourage the customers to talk about the products and services as well as talk about the company.

2. The six (6) dimensional categorization to achieve customer satisfaction is:

Reliability – The ability to perform the promised products and services accurately to customer’s expectation. If the delivered service matches customer’s expectation and the promised that they want to deliver, this will lead to high customers satisfaction.

Responsiveness – The ability to respond quickly, promptly, rapidly, immediately, instantly to customers’ requirements. It is also the willingness displayed to help the customers and provide prompt services to them. These will make the customers feels convenient and lead to increase in customer’s satisfaction.

Assurance – The knowledge, competence and courtesy of employees and their ability to convey trust and confidence in ensuring that the products and services will meet the customers need and want. When the results match the desired outcomes, the customers will be satisfied.

Empathy – The level of caring, individualized attention, access, communication and understanding the customer’s situation. The customers want to be heard and feel like the person on the other end of the conversation truly understands what they’re going through. This could rise the customers satisfaction when the service providers being understandable and show empathy toward the customers.

Tangibles – The appearance of physical facilities, equipment, personnel, and communication materials that impress the customers. Service providers will still want to make certain their employee’s appearance, uniforms, equipment, and work areas on-site such as closets, service offices, and others look good.

Courtesy – Refers to a variety of informal behaviours demonstrated by company service providers that affect the customer's experience. Customer courtesy generally centers around being friendly and kind to customers in the business. If the service providers show a good courtesy, this will increase customer’s satisfaction.

3. Characteristics of customers that are supportive of the business are:

The customers are less inclined to switch to another products or services.

The customers are less price sensitive.

The customers are more likely to purchase additional product.

The customers are less expensive to service because they are familiar with the process.

The customers more consistent in their buying behaviour.

The customers more likely to introduce new customers.

4. Four essential core capabilities.

Technology

Relationships

Network

Empowered employees

# data[].attributes.headline
SHAHIRIN BINTI SHAHIDAN (A14A1430) - L3T1

# data[].attributes.subject
SHAHIRIN BINTI SHAHIDAN (A14A1430) - L3T1

# data[].attributes.headline
Nurain amalina binti abd rahman (a14a1385)

# data[].attributes.subject
Nurain amalina binti abd rahman (a14a1385)

# data[].attributes.body
1) Approaches of customer communication that can be applied by hospitality tourism
1. Approach actively
2. Avoid negative question
3. Be careful of misinterpreted words and phases
4. anticipate customer objection and question

2) 6 dimensional categorisation to achieve customer satisfaction
1. Assurance
2. empathy
3. Reliability
4. Responsiveness
5. Tangibles

3) characteristic of customers that are supportive of the business
1. Conflict-handling skills
2. Ability to emphasize
3. pursuasion skills
4. willingness to learn

4) 4 essential core capabilities
1. network
2.technology
3.empowered employee
4. Relationship

# data[].attributes.headline
Nur farhatun bt mohd yasin ,A14A1368, L3T1

# data[].attributes.subject
Nur farhatun bt mohd yasin ,A14A1368, L3T1

# data[].attributes.body
1) Approach of customer communication that can be applied by hospitality business.

- We can use website, catalog, board advertising, brochure to promote our products and people can get more information.

2) 6 dimensional categorization to achieve customer satisfaction

- Assurance

- Empathy

- Tangible

- Responsiveness

- Reliability

- Network Quality

3) Characteristics of customer that are supportive of the business

-  Customers willing to pay for the product

- customers will give their feedback to seller after using the product

- customers will recommend the product to their friends

4) Four essential core capabilities

- Network

- relationship

- technology

- empowered employee

# data[].attributes.headline
NUR HAZNIZA BINTI MD ROBAI (A14A1372)- L3T1

# data[].attributes.subject
NUR HAZNIZA BINTI MD ROBAI (A14A1372)- L3T1

# data[].attributes.headline
syafiqah filza binti ismail a14a1448 l3t1

# data[].attributes.subject
syafiqah filza binti ismail a14a1448 l3t1

# data[].attributes.body
1. approaches of customer communication that can be applied by a hospitality business:
advertising, catalogue, brochure, press release, website and mail shots. these is important for seller to promote their products.
2. 6 dimensional categorization to achieve customer satisfaction:
- assurance: knowledge, competence and courtesy of employees and their ability to convey trust and confidence
-reliability: company ability to perform the promised service dependably and accurately
- empathy: level of caring, individualized attention, access, and understanding customers perceives.
- tangible: physical facilities, equipment and appearances that can impress customer.
- responsiveness: willingness displayed to help clients and provide prompt services.
- a quality: can improve the network their services with cutomer.
3. characterisitics of customers that are supportive of the business:
when the customer are willing to pay, give feedback and loyal to the products, it means they are supportive.
4. four essential core capabilities:
- empowered employee
- network
- relationship
- technology

# data[].attributes.headline
MUHAMMAD RAFIUDDIN BIN RAZI (A14A0462) L3T1

# data[].attributes.subject
MUHAMMAD RAFIUDDIN BIN RAZI (A14A0462) L3T1

# data[].attributes.body
Q1: approaches of customer communication that can be applied by a hospitality business:
-website
-catalogue
-brochure
-advertising
mail shots
-press release

Q2: 6 dimensional categorization to achieve customer satisfaction:
-Assurance – The knowledge, competence and courtesy of employees and their ability to convey trust and confidence.
- Tangible: physical facilities, equipment and appearances that can impress customer.
- Responsiveness: willingness displayed to help clients and provide prompt services.
- Empathy : The level of caring, individualized attention, access, communication and understanding that the customer perceives.
- Reliability : A company’s ability to perform the promised service dependably and accurately.
-Network quality : can improve the network their service with customer.

Q3 :  Characteristics of customers that are supportive of the business:
-a person who willing to pay to the products.
-the consumers have knowledge and study well about the product before buy it.
-they who that are really interest with the products.

Q4: Four essential core capabilities:
- Relationship: This is very important to our industry because we are services industry, so we have to remain the customer relationship.
- Empowered: Such a good leader and staff can improve industry performance.
- Network: Nowadays many platform that we can used for connect with customer such as Facebook and Instagram.
- Technology: Involve the level of technology advance uses.

# data[].attributes.headline
NUR ATIQAH BINTI MOHD FARUK (A14A0691) L3T1

# data[].attributes.subject
NUR ATIQAH BINTI MOHD FARUK (A14A0691) L3T1

# data[].attributes.body
1. Approach of customer communication that can be applied by a hospitality business:
- brochure
- free gift away
- catalogue
- mal shots
- website
-advertising
2. 6 dimensional categorization to achieve customer satisfaction:
- assurance
- empathy
- network quality
- tangible
- intangible
- responsiveness
3. Characteristic of customer that are supportive of the business:
- customer that willing to pay the  price of the product.
- customer that have a knowledge about the product quality.
4. Four essential core capabilities:
- network
- relationship
- empowered employees
- technology

# data[].attributes.headline
AHMAD AFNAN BIN AHMAD ZAKI (c14b1089) L3T1 

# data[].attributes.subject
AHMAD AFNAN BIN AHMAD ZAKI (c14b1089) L3T1 

# data[].attributes.body
1. APPROACHES OF CUSTOMER COMMUNICATION THAT CAN BE APPLIED BY A HOSPITALITY BUSINESS:
website, press release, mail shots, catalogue, brochure and advertising. it is important for deller to promote products.
2. 6 DIMENSIONAL CATEGORIZATION TO ACHIEVE CUSTOMER SATISFACTION:
= tangibles
= responsiveness
= reliabilty
= network quality
= assurance
= empathy
3. CHARACTERISTICS OF CUSTOMER THAT ARE SUPPORTIVE OF THE BUSINESS
1. willing to pay for the product
2. willing to give feedback to seller after using products
3. loyal to the products and will recommend to their friends about the products.
4. FOUR ESSENTIAL CORE CAPABILITIES:
- empowered employee
- network
- relationship
- tecnology

# data[].attributes.body
1. Approaches of customer communication that can beKindly fill in the slot for speaking test 2 below with your matric no. and your friends' matric no. 15 mins for each group. I have changed our class time as I have to leave UMK before 7pm on Wednesday. Thanks.

*Sunday (9am-10am)*
1) 09:00-09:15pm: a16a000,a16a000,a16a000,a16a000

*Wednesday(12-2pm)*
1)
2)
3)12:30-12:45pm
H16A0391,H16A0448,H16A0029,
H16A0289
4)
5) 13:00-13:15pm: a16a0878,a16a0721,a16a0123
6)
7)13:30-13:45
h16a0476,h16a0543,h16a0546 applied by a hospitality business.

Advertising

Brochure

Catalogue

Mail shots

Press release

Website

Those approaches are important for seller to promote the products.

2. 6 dimensional categorization to achieve customer satisfaction.

Assurance

Empathy

Network Quality

Reliability

Responsiveness

Tangibles

3.Characteristic of customer that are supportive of the business.

A customer that willing to pay for the product.

A customer that willing to give feedback to seller after using the products.

A customer that are very loyal to the products and will recommend to their friends about the products.

4. Four essential core capabilities.

Empowered Employee

Network

Relationship

Technology

# data[].attributes.headline
Nor Hidayah Binti Mohd Sabri (A14A0591) (L3T1)

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Nor Hidayah Binti Mohd Sabri (A14A0591) (L3T1)

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1)Approaches of customer communication that can be applied by hospitality business.
~ Website
~Mail shot
~Board Advertising
~Brochure
~catalogue
This approach can help the seller to promote their product and people can get more information about the product directly through online or direct selling. We can use this approaches in our business.

2) 6 dimensional categorization to achieve customer satisfaction

Reliability

Assurance

Tangibles

Empathy

Responsiveness

Network Quality

The seller need to ensure that six dimension can achieve the customer satisfaction because the customer's satisfaction is very important in the business to whether to keep maintain the quality of services/product or want to improve to make more interesting based on customer's need and wants.

3) Characteristic of customer that are supportive of the business.
The characteristic of customer that supportive is based on what they really appreciates what we provide to them such as they always purchase our new product and accept all the way of our product. They always keep updating our latest product/services based on current trend. Supportive customer also are willing to spending high cost to get what they want and they also always give positive feedback towards the seller. They also know what are the benefits of the product/services that they purchased and sometimes they promoted our product to other customers from mouth to mouth.

4) Four essential core capabilities :

Empowered employee

Relationship

Technology

Network

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SHARIFAH NURFATEHAH BINTI SAYID MAHMUD A14A0983 L3T1

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SHARIFAH NURFATEHAH BINTI SAYID MAHMUD A14A0983 L3T1

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1) Approaches of customer communication that can be applied by a hospitality business:
=website
=advertising
=brochure
=publicity stunts
=mail shots

2) 6 dimensional categorization to achieve customer satisfaction:

Reliability – A company’s ability to perform the promised service dependably and accurately

Assurance – The knowledge, competence and courtesy of employees and their ability to convey trust and confidence

Tangibles – Physical facilities, equipment and appearances that impress the customer

Empathy – The level of caring, individualized attention, access, communication and understanding that the customer perceives

Responsiveness – The willingness displayed to help clients and provide prompt service

Network quality - can improve the network their service with customer

3) Characteristics of customers that are supportive of the business:
=Great Customers understand that It's a partnership
=Great customers want to be self-sufficient
=Great customers pay  to Become Better Customers
=Great Customers are demanding
=Great Customers are advocates(positive way)

4) Four essential core capabilities:

empowered employee

network

relationship

technology

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1.       Approaches of customer communication that can be applied by a hospitality business.

The approach in having a good communication business where have being applied in Hospitality business are advertising, brochure, press release, website, free give-away and  mail shot. This is the tools in make sure the two ways communication being applied in order to have a business. This approach also let the participant to have a fast feedback and let the business being efficient in future.

2.       6 dimensional categorization to achieve customer satisfaction

There about six dimensional of categorization to achieve customer’s satisfaction. There are reliability, responsiveness, assurance, empathy, tangible and intangible. This dimensional is the big must in make sure the customers satisfaction achieved and able to plot as the quality product as fit the customers demand.

3.       Characteristics of customers that are supportive of the business.

The characteristic of customers who always support the business is loyal, good knowledge of business product, and able to spend money in the product product

4.        Four essential core capabilities.

The core capabilities is the big issues in having the sustain business in nowadays. The first and main core capabilities is alert with latest technology in business oriented and business field. Secondly, we need to have a good relationship with all the customers and suppliers. Thirdly, we need to create great network within the suppliers and customers. The last one is empowered employees. The empowered employee is the most important towards business operation where they may be the back bone of successful in the organization in future.

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Farid Hilmi Bin Abdul Halim A14A1235 L3T1

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Farid Hilmi Bin Abdul Halim A14A1235 L3T1

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1) Approaches of customers communication that can be applied by a hospitality business
-Advertising
-Catalogue
-Free Give Away
-Mail Shot
-Press Release
-Website

2) 6 dimensional categorization to achieve customer satisfaction
-Assurance
-Empathy
-Network Quality
-Reliability
-Responsiveness
-Tangible

3) Characteristics of customers that are supportive of the business
-a individuals who are need the product and willing to pay
-the consumers have knowledge and study well about the product before buy it.
-they are really interest with the products.

4) Four essentials core capabilities
-Empowered Employees
-network
-Relationship
-Technology

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NUR FARAH AMALINA BINTI MOHD NURI A14A0710(L3T1)

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NUR FARAH AMALINA BINTI MOHD NURI A14A0710(L3T1)

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1. Approaches of customers communication that can be applied by a hospitality business
-Advertising
-Catalogue
-Free Give Away
-Mail Shot
-Press Release
-Website

2. 6 dimensional categorization to achieve customer satisfaction
-Assurance
-Empathy
-Network Quality
-Reliability
-Responsiveness
-Tangible

3. Characteristics of customers that are supportive of the business
-a person who willing to pay to the products.
-they who that have the knowledge of the products that know the product very much.
-they who that are really interest with the products.

4. Four essentials core capabilities
-Empowered Employees
-Network
-Relationship
-Technology

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NUR SYAHIRA BINTI MOHD SUPIAN AZMI A14A0780 (L3T1)

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NUR SYAHIRA BINTI MOHD SUPIAN AZMI A14A0780 (L3T1)

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1) Approaches of customer communication that can be applied by a hospitality business are :
- Telemarketing
- Personal visits
- Direct mail
- Catalog selling
- Trade show
- Media Advertising

2) 6 dimensional categorization to achieve customer satisfaction are :
- Tangiblity
- Reliability
- Assurance
- Empathy
-Responsiveness
- Network quality

3) Characteristics of customers that are supportive of the business are :
- someone who are willing to pay or spend their money.
- someone who are always give any feedback or testimonials after using the product or services.
- someone who have knowledge about the product or services.
- someone who does not say no and always follow up.

4) Four essential core capabilities are :
- Technologies
- Relationship
- Empowered employees
- Network

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MUHAMMAD AL-AMIN BIN MOHD FADELI A14A1296

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MUHAMMAD AL-AMIN BIN MOHD FADELI A14A1296

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QUESTION 1
Communication is the word, information, good or bad idea from the person to another person at any place. There are several types of approach that can used in hospitality.
1. WEBSITE
2. ADVERTISING
3. BROCHURES
4. PRESS RELEASE
5. FREE GIVE-AWAYS

QUESTION 2
Customer satisfaction is what the way that we satisfied the our customers. It can include the tangible and intangible elements. Six elements for customer satisfaction are:
1. reliability,
2. responsiveness,
3. assurance,
4. empathy,
5. tangible
6. intangible.

QUESTION 3
The characteristics of customers that supportive of the business is they are willing to pay and buy the products. This is because, they are having an effort to buy it.
Loyalty the good is one of the characteristics of the customers to buy it.This is because

QUESTION 4
1. strategically
2. to make deal
3. to govern patnership
4. to manage deal

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1. a. direct mail
b. social network
c. catalogus
d. member loyalty program
e. price promotion
f. advertising
2. a.reliability
b. responsiveness
c. assurance
d. emphaty
e. tangible
f. intangible
3. a. willingness of customers
b. meet customer's requirement
c. worth for paying
4. a. technology advancement
b. networking
c. human factor
d. resources

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1) - Email
This approaches is very convenience to have an relationship between hospitality industry with customer. We can send the email when we have any promotion.
- Social Media
Hospitality industry also can use social media as a platform to communicate with customer. We can create Facebook and Instagram account.
- Advertising
We also can make an advertising such as pamphlet to communicate with customer. For example, the pamphlet can put in newspaper and people will read it.

2)   - Tangibility
- Reliability
- Responsiveness
- Assurance
- Emphaty
- Network quality

3) - Always give a feedback
- Willing to spend their money
- Have a knowledge about the          product

4) -Empowered
In hospitality industry, we must have a discipline staff and good leader to make sure profit and performance will sustain or can increase.
- Relationship
This is very important to our industry because we are services industry, so we have to remain the customer relationship.
- Network
Nowadays many platform that we can used for connect with customer such as Facebook and Instagram.
- Technology
In 2017, technology become more modern and easy to industry to promote their services.

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Approaches customer communication that can be applied by a hospitality business
- Brocure
- Online media (facebook,twitter,instagram)
- Advertising (Banner,newspaper)
- Mail shot
- Free give aways
6 dimensional categorization to achieve customer satisfaction
- Tangible
- Rensponsiveness
- Reliability
- Empathy
- Network quality
- Assurance
Characteristics of customer that are supportive of the business
- will be able to spend their money
- never say 'No'
Four essentials core capabilities
- Creativity
- Collaboration
- Technology
- Relationship

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1) The approaches of customers communication that can be applied by a hospitality business which are advertising, brochure, press release, website, free give-away and last but not least the mail shot. These approaches can be applied to ensure the customers feedback toward the offers.

2) The six dimensional categorization to achieve the customer satisfactions which are reliability, responsiveness, assurance, empathy, tangible and intangible. These cotegories is capable to achieve the customers satisfaction.

3) The characteristic of customers that are supportive of the business is someone that have a good knowledge about the product and able to spend their money to buy the products.

4) There are four essential core capability that important to be a successful business nowadays. Firstly, we need to always alert about the latest technology and upgrade the technology that used in our business. Secondly, we need to have a good relationship with all the customers and suppliers. Thirdly, we need to create great network development in between the suppliers as well as the customers. Last but not least, empowered employees is also the essential core capability that important toward business's successful which means we need to upgdare the human resourse management for our employees in our business.

#L3T1

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A14A0874
1..a) Consumer Generated Media
This is online marketing techniques as a form of interpersonal and informal communication such as TripAdvisor. com, facebook, twitter.
... b) Integrating Customer Relationship Management
This is a strategy where management have to pay attention to enhance their customer loyalty.
... c) Tutorial video
Maybe some people love to see before their used to buy. Therefore,tutorial such a kind of method that can influences customer.
... d) Advertisement
It can be used to expose hospitality product and gain customer interested.

2.. reliability, responsiveness, assurance, emphaty, tangible and intangible.

3.. a) Able to response where they are able to react on our product/services.
...  b) Able to spend where they have money to purchase.
... c) Acknowledgeable where customer had theor knowledge about the product.
... d) Interested about the product.

4.. a) Technology that become moden and wider and easy to approach to everyone.
...  b) Network such an intermediaries to connect between customer and industry.
... c)  Empowered by such a good leader and staff can improve industry performance.
... d) Relationship that need to remain to build customer loyalty.

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DIYANA ARINA BINTI ZAKARIA A14A1229 (L3T1)

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DIYANA ARINA BINTI ZAKARIA A14A1229 (L3T1)

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1. Approaches of customers communication that can be applied by a hospitality business are:

Advertising

Brochure

Free Give Away

Mail Shot

Press Release

Website

2. 6 dimensional categorization to achieve customer satisfaction are:

Assurance

Empathy

Network Quality

Reliability

Responsiveness

Tangible

3. Characteristics of customers that are supportive of the business are:

someone that willing to pay to the products.

someone that have the knowledge of the products that know the product very much.

someone that are really interest with the products.

4. Four essentials core capabilities are:

Empowered Employees

Network

Relationship

Technology

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SHABILA ATASHA BINTI MOHD SABRI (A14A0972) L3T1

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SHABILA ATASHA BINTI MOHD SABRI (A14A0972) L3T1

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1. APPROACHES OF CUSTOMER COMMUNICATION THAT CAN BE APPLIED BY A HOSPITALITY BUSINESS.
- Website
- Advertising
- Brochures
- Press releases
- Mail shots
- Publicity stunts
- Free give-awats
2. 6 DIMENSIONAL CATEGORIZATION TO ACHIEVE CUSTOMER SATISFACTION
- Reliability
A company's ability to perform the promised service dependably and accurately.
- Assurance
The knowledge, competence, and courtesy of the employees and their ability to convey trust and confidence.
- Tangible
Physical facilities, equipment, and appearances that impress the customers.
- Empathy
The level of caring, individualized attention, access, communication and understanding that the customer perceives.
- Responsiveness
The willingness displayed to help clients and provide prompt services.
3. CHARACTERISTICS OF CUSTOMERS THAT ARE SUPPORTIVE OF THE BUSINESS
- Responsible
- Responsive
- Knowledgeable
- Willing to spend
4. 4 ESSENTIALS CORE CAPABILITIES
- Technology
Involve the level of technology advance uses.
- Network
Wide networking influences
- Relationship
involve the  great collaboration within all partnerships.
- Empowered employees
the use of effective human resources.

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1. Approaches of customer communication that can be applied by a hospitality business.

Free give-aways

Website

Advertising

Brochure

Press release

Mail shot

2.      6 dimensional categorization to achieve customer satisfaction.

Assurance

Empathy

Reliability

Responsiveness

Intangible

Tangible

3.      Characteristics of customers that are supportive of the business.

Able to spend

4.      Four essentials core capabilities.

Technology

Network

Relationship

Empowered employees

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1) The approaches of customer communication that can be applied by a hospitality business are free give-aways, website, advertising, brouchures, press release, mail shots and lastly publicity stunts. This customer communication need to be sophisticated enough to gather information about the customer to ensure that the offer is correctly matched.
2) Satisfaction must include both tangible and intangible element of the experience. The 6 dimensional categorize to achieve customer satisfaction is service quality like reliability, responsiveness, assurance, empathy and tangible. Then is a product quality and price of a product. Customer will satisfied when the product is good. The last of 3 dimension are situational factor, customer loyalty and personal factors.
3) The characteristic customer that are supportive of the business is demographic include traits like age, gender, race, ethicity, profession, income level, educational level and maritual status. The second characteristic is psychographics because to identify customer based on their personality, value and interest. These factor all influence the loyalty customer to business.
4) The four essential core capabilities are technology, networks, relationships and empowered. Technology is important because that can brings business closen to customer like phone, mails, video call and so on. Networks are used to connect or store the information, communicate with customer and suppliers also manufacture product. Then, the relationship refer to connection formed between various stakeholders in the business environment. Lastly is empowered that is based on the idea that give employee skill, resources and authority.

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1. Approaches of customer communication that can YEW CHING RYU A14A1168 (L3T2be applied by a hospitality business.
- Brochures
- Advertising
- Website
- Free-give away
- Loyalty program
- Email

2. Six dimensional of categorization to achieve the customer satisfaction.
- Empathy
- Tangible
- Intangible
- Assurance
- Reliability
- Responsiveness

3. Characteristics of customers that is supportive of the business.
- Knowledge about the products
- Able to spend the money
- Willingness of the customer

4. Four essential core capabilities
- Network
- Technology
- Empowered employees
- Relationship