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Amusement park such as Disney land

Customer satisfaction: good entertainment facility, service in the park and the clean toilet \. Payment method such as cash or card. Fair price not too high. Price has to match their service quality.

Delight: Lot gift shops,  food station. Enough seats to rest. Clean .

Outrage : long queue for wait. Food is expensive but with bad quality such as pay 20 dollars for a burger.

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Live concert

Satisfaction:

see the band you want to see

good sound quality

Delight

favorite songs played

talk to the band

Outrage

show canceled

technical failure

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Library

Tangible : good facility,  stable internet, air conditioner , comfortable chairs and computers, enough space to study,  cafe to relax

Reliability: security bus to take student to home, 24 hours security , printer

Responsiveness : tell student what service will be performed and the open time , some workshop will be provide such as English connect

Assurance: there are some staffs to answer student’s question.

Empathy: the opening hours is suitable for most of student.

Gaps: in final period , the liabrary can open in 24 hours,  not enough space for student in final period. There are teachers from different faculty to answer question but not only in consultation time.

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Tangible: Weights, gym equipment, pool, basketball court, locker/change room/bathroom
Reliability: Gym trainer, reservation at front desk, life savers
Responsiveness: First aid,
Assurance: the gym trainers have the knowledge to answer questions
Empathy: operating hours open early and late, swimming programs to teach people how to swim

Gap in service quality:
Design gap:  not finding the right machine or heavy enough weights
Perception gap:

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Other Causes:

traffic congestion

Information:

poor communication due to stress

Procedures:

arrangement process

Customer:

delayed reports

Frontstage Personnel:

unavailable crews

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The bad service I have experienced is the Novotel Sydney Darling Habour.

·      The balcony is disgusting and the shampoo has been used by someone else, the trash are not be cleaned up by the staff, and also by booking they told me this is a habour view room but the onlyt thing I can see just some buildings and the bridge.

·      I am really annoy that spend over 300 bucks per day for this place but I think I haven’t get the valuable services.

Specific recovery strategies

·      Apologize to customer

·      Offer refund, 50% for next stay

·      Offer free meal

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moving house company do not on time.
Not Arriving or Delivering Within Stated Time Window
1.  moving house or delivery food
2. poor control for the company. inaccurate lead time in the system likes EASI.
3. the unprofessional services, anyone can be the deliver.
strategy- learn from lost customer. uninstall the app , the questionnaire.

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Hotel

Loyals- Business travelling – loyalty program & business partnership

Habituals – Family: constant travelers – point of sale

Multibranders – First-time travellers – differentiation; easy to book

Switchers – Backpackers – discount during off-peak time

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On-campus education:
1. young people
2. low income
3.need human interaction
Online education:
1. higher income with full time job
2. more innovative in high technology
3.mature-age people

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session7 G1 Activity1

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Functional Risk: Do not know the quality of the product before you buy - reduce by having a return policy
Temporal risk: Delivery delays - have a online way to track package
Psychological risk: loss of parcel - have a online way to track package
social risk: may not be approved by social circle because it might be second hand and less quality/cheap - make sure product quality is always good and build brand name to change social perception.

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servicescape includes
ambient conditions
in the food section, it has good smell about the foods. it will attract people to purchase the food.
space-functionality
the spatial layout is very intense. it may lead high level of arousal. and there are large wide category of products, it will highly satisify the needs and wants of consumers and the relatively low price will make people more pleasure. it will make people more excited about the whole shopping process and experience.
they have clear areas for people to do the shopping.
sign/symbols
signs are used to teach and reinforce behavioural rules in service settings in costco.

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theme park. Disney
1. for the customer experience
provide the role-play staff, to let customer enjoy the park.
2. in the land, the theme has their specially shows likes the Mickey mouse show, and the fire show in the night, and the special good for sale.
in the park, there are some staffs wears the clothes and take pic together.
3. the service environment is wonderful and high quality service.
4. the Disney theme park has high contact, there are lots of staff available, and the staff is friendly, and know the park well.

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High-end Restaurant

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Begins with a narrow design of jobs, with specific rules for employees. They are payed well, however they struggle to engage due to little job design. Which then leads to them providing a mediocre service, resulting in customers becoming disatisfied with the company. However they do not have any other option, so they must stick with the company. This means there is no incentive for Optus/Telstra to develop better customer service, and ultimately maintains this original mediocre service.

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Specsavers/OPSM

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High-end restaurant

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Physical：
Basic The seat in the cinema
Amenities: discount on pop corn and drinks
Service: let into the cinema first or last

Non-physical:
discount for uni students/pensioner
Seat allocation ability
possible flexibility if high member
Cheap Tuesday
Cinema loyalty points

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Restaurant:

Physical Fences:

Basic products:

- Number of menus offered.
- Location of restaurant.
- Quality of the equipments (furnitures, and ambiences).
- Services level (class differentiation).

Amenities:

- Parking availability.

Services level:

- Priority wait lists for members.

Non-physical Fences:

Time of booking reservations.

Location of booking reservations (type of classes).

location of consumption (price vary between city and countryside restaurants).

Buyer characteristics.

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travl agent
cost :
1.financial : ticket cost the money cost
2. functional/ professional risk : -meet the customer need, not the lowest price
- wrong time/ wrong customer detail.

strategy: reduce time required
1. app will list all the flight
2. save the customer detail
benefit:
1. save time./save money- provide the cheaper ticket to the customer
2. bundle- travel to the other city.

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Airport Check-in

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Session 2_G4_Activitiy2

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Bank blueprint