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Description
Flashcards by Lea Holtermann, updated more than 1 year ago
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Created by Lea Holtermann
almost 6 years ago
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| Question | Answer |
| What is "business"? | - an economic system/organisation where goods/services are exchanged for money -> requires providers and customers (supply and demand side) -> activities need to be managed (planning, organising, leading and controlling) |
| What are general service attributes? | - services are mainly intangible but with some tangible elements - service "production" and "consumption" take place at the same time - service is difficult to standardize - services cannot be tested or physically inspected before consumption |
| What are the Marketing Instruments? | 1. Product 2. Price 3. Promotion 4. Placement 5. Performance (process) 6. People (staff) |
| What are the 2 categories of services? | 1. Personal services -to objects - to people (Results or Process oriented) 2. Automated servies - to objects - to people |
| Name examples for the different attributes of service types. | - depends on the "degree of individualisation" and "degree of interaction" f. e. customised & independet - Insurance Package standardised & independent - freight trasportation customised & interactive - personal guided excursion standardised & interactive - group fitness course |
| What are the criteria for classifying service products? | 1) destined to either people or object 2) result oriented (demand for utility and convenience) or process oriented (demand for enjoyment and sensation) 3) different configuration of intangible components (core product) and tangible components (supporting features including setting) 4) different degree of standardisation and custumisation (> different scopee for interaction and flexibility) |
| What are the stages of servies? | 1. Pre-consumption stage -> service is not yet "produced" -> cannot be physically inspected at the time of buying > perceived risk customer -> requires trust 2. Consumption stage -> co-creation of service -> requires customer involvement & goodwoll -> difficult to standardise 3. Post-consumption stage -> quality evaluation of a predominately intangible product |
| What is meant by "adding value to resources"? | Value is added to resources when they are transformed into goods or services that are worth more than their original cost plus the cost of transformation. |
| What is the difference between Effectivness and Efficiency? | Effectivness: the task that help an organization reach its goals (doing the right things) Efficiency: the efficient use of such resources as people, money & equipment (doing the things right) |
| Define "resource". | 1. Assets [Besitz] -> refer to objects and organizational know-how 2. Capabilites [Fähigkeiten] -> (refer to people) that are available and useful in detecting and responding to market opportunities or threats |
| What does Manager resources include? | 1. having solid KNOWLEDGE of... -> business specifics -> management tools -> internal & external processes & interdependencies 2. having CAPABILITIES such as.... -> critical thinking -> analytical reasoning -> problem-solving skills |
| Name the classical functions of tour operators. | 1. Selection and/or own production of tourist services. 2. Negotiating & contracting 3. Coordination, packaging and pricing of tourist services. 4. Communication and distribution 5. Quality assurance |
| What is the difference between an Package Holiday and a Dynamic packaging? | 1. Package Holiday: -> tour operator selects single services for the package & assures that generally pieces fit together (makes planning, booking & orginsation easier) 2. Dynamic package: -> customer selects single services that are fit together by the tour operator -> requires available capacities, flexible module pricing & appropriate booking technology |
| What are the main tasks performed by tour operator reps? | 1. Qualiy assurance -> make sure that customers get what they have booked -> check quality of contract partners in the destination (hotels, incoming agents,...) -> resolve problems and manage crisis 2. Sales -> Ecursions, Rental Cars, Disco passes,... 3. Customer service -> greeting on arrival at airport -> transfer -> cocktails in the hotel -> regular consulting hours -> 24h emergency phone number -> complaints handling -> little extras 4. Organisational and admin -> transfer planning -> overbookings management -> reservations, conctracting -> hotel bill handling |
| What are the typical business areas of incoming agencies? | 1. Inbound tour operating -> guided tours over several days -> island hopping programmes -> jeep safaris -> events -> excursion programmes 2. Transportation services -> airport/hotel transfer -> provision of coaches & drivers -> rental cars and motor bikes 3. Admin & Back Office -> same as tour operator reps -> strong focus on conctracting, reservations and request handling 4. Repping -> Provision of reps performing the same customer service, sales and quality assurance functions as tour operator reps |
| Define the Value Chain (by Porter) | ... is the sequence of activities that a business performs in order to create and deliver a valuable product 1. Support Activities -> Firm Infrastructure, Human Resource Management, Technology Development,Procurement (purchasing) 2. Primary Activities -> Inbound Logistics, Operations, Outbount Logistics, Marketing & Sales, Service |
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