In a Service Failure Situation in a Hotel/resort Setting, South-East

question 2

Multiple Choice

In a service failure situation in a hotel/resort setting, South-East Asian consumers were found to be more satisfied than their Australian counterparts with recovery efforts of the hotel/resort in the following instances EXCEPT:

• A)the recovery was initiated by the hotel/resort
• B)an apology came from a person of senior status
• C)they were kept regularly informed of what was being done to resolve the problem
• D)who to blame for the service failure was known to the consumers
• E)an explanation of the cause of the service failure was given

Acknowledge the influence of technology on modern marketing practices.

Recognize the use of marketing analytics as a tool to become more value-driven in marketing strategies.

Understand the core aspects of marketing and their importance in satisfying customer needs and wants.

Recognize the concept of creating value in marketing through product placement, promotion, and pricing decisions.

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Definitions:

Oligopoly Environment

A market structure dominated by a small number of large firms, leading to limited competition and high barriers to entry.

Monopoly Environment

A market structure where a single firm dominates the production and sale of a particular product or service.

Hypercompetition Environment

A market condition characterized by rapid changes, intense competition, and strategic challenges among firms.

Strategic Intent

Strategic intent focuses and applies organisational energies on a unifying and compelling goal.