HTH 102 Lecture Notes - Lecture 10: Reputation Management, Internal Communications

• School: Ryerson University
• Department: Hospitality and Tourism Management
• Course: HTH 102
• Professor: Christopher Gibbs

Document Summary

Is experience based on: pre-consumption (less important, during consumption (most important) (how you develop the needs of the customer, post-consumption (social media, what people are saying about your organization after) Because during consumption is so important managing . Employees interactions have profound effect on customers. To devleop relationships with their service providers. Need to recognize early problems/failures or else it will drive customers crazy. Aims to create a trustful relationship with firm"s employees first. You pay for the experience price is not featured. 2: heterogeneity- quality of service depends on who provides, when, where & how, perishability- services cannot be stored. A hotel with a one point increase in hotel review scores can increase price by . Attempt to maintain or create a certain frame of mind regarding themselves in the public eye. Is the process of identifying what other people are saying or feeling about you or your business.