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Competitive tourism and hospitality organisations strive to deliver a high level of service quality to their customers. As a Marketing Manager of one of these organisations, you have been asked to determine the level of service quality among your customers. In this context,
a) Show a marketing research instrument that you would use and elaborate on the strengths and weaknesses of the instrument you have selected.
b) Describe service quality and illustrate why it has become an important issue in tourism and hospitality marketing.
Describe the one-way communication By recognising different transactional and relationship needs of the target audience, marketing communications can be used to engage with a v
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Process design can best be improved by Adopting a strategy of continuous improvement.
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Question: a) Explain why service personnel are a source of customer loyalty and competitive advantage. b) Discuss the customer cycle of failure in a service organization.
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