Question 1:

The characteristics of services profoundly impact on the delivery of tourism and hospitality products. Discuss the strategies that you would use to control the negative effects of inseparability and variability in the service encounter.

Question 2:

Apply the stages of the consumer decision-making process to your selection of a destination for your next holiday.

Question 3:

‘Market segmentation is a deliberate policy of maximizing market demand by directing marketing efforts at significant sub-groups of consumers where geographic, demographic and psychographic variables are commonly used to segment markets.' How far do you agree with this statement in relation to market segmentation carried out in the tourism industry?

Question 4:

a) ‘Recovering from service failures requires commitment, planning and clear guidelines from the part of an organisation. Effective service recovery should therefore be proactive, planned, trained and empowered.' Explain to which extent you agree with this statement.

b) Elaborate on the factors you would consider when designing service guarantees for tourism and hospitality organisations?