HTM 3080 Chapter Notes - Chapter 9: Crowdsourcing, Business Analysis, Marketing Mix

• School: University of Guelph
• Department: Hospitality and Tourism Management
• Course: HTM 3080
• Professor: Rob Mc Lean

Document Summary

Chapter 9: designing and managing products (p. 237 267) Product: anything that can be offered to a market for attention, acquisition, use, or consumption that might satisfy a want or a need (including physical objects, services, places, organizations and ideas) Core product: answers the question of what the buyer is really buying. Every product is a package of problem-solving services. Facilitating product: those services or goods that must be present for the guest to use the core product. Supportive product: extra products offered to add value to the core product and help differentiate it from the competition. Augmented product: includes accessibility, atmosphere, customer interaction with the service organization, customer participation and customers" interaction with each other. Accessibility: barriers to accessibility = hours of operation, lack of knowledge. Joining stage: the customer makes the initial inquiry contact. Consumption phase: takes places when a service is consumed. Detachment phase: when the customer is through using a product and departs.