1. Ritz Carlton states 'instant guest pacification is the responsibility of each employee.'What does this mean?Describe how does Ritz Carlton systemizes the service quality process.
2. Regarding the different levels of service-related problems, where do managers typically focus? Why do you think that they focus there?Where should they focus?Why?
3. What is the problem with just looking at management from the desired outcome (i.e. profitability)? What should we be concentrating on?
4. List and contrast a quick fix and long-term option to correcting service-related problems.
5. List a service-related problem.Then utilize the 5 whys tool to try to find out the root causes of the service-related problem (i.e. list and answer ALL the questions).
6. Identify two possible hot spots in a hotel setting.Identify two possible touch points in a restaurant setting.
7. Is it realistic for a company to appeal to all potential buyers in the market?Why?
8. In terms of number of markets and breadth of service offerings describe a fully focused strategy.List an example of a company that utilizes a fully focused strategy and defend your answer.List an advantage and a disadvantage of a fully focused strategy
9. What is segmentation?What is market targeting?
10. What is positioning?List, describe and provide an example of THREE positioning strategies.
11. Explain (based on the developing a positioning strategy diagram) what a company does with their market, internal and competitor analyses (ie...how do these things lead to a positioning strategy/marketing action plan)?