1. Loyal customers offer multiple benefits to the healthcare organization. What are these benefits? How can loyalty be measured from marketing approach? Find three examples of loyalty programs in the healthcare industry, and critique them. Are in the program content any room for improvements?
2. Measuring satisfaction is a function of expectations and the importance of each point of contact. How can customer satisfaction be measured? Find at least three customer satisfaction models from outside.
3. If a customer believes that a problem with an organization is systemic to how the business operates, it is difficult for the company or service to develop a recovery strategy. Look into “customer recovery strategies” from marketing service subject via FNU electronic databases, or other sources. Find three examples of recovery marketing strategies applied to services, compare them, and conclude about their similarities and differences.
4. When establishing the product element of the marketing mix, a company must decide its product mix, product line, and its breadth and depth. Pick a Hospital or any health services facility you are working for, or have worked for, and describe the product (service) mix that facility is offering. Based on your experience working for that facility, Is it possible to modify the product mix by eliminating, adding, services? If yes, why? If not, why?
Math device is the Asia Pacific’s biggest Global Distribution System (GDS) and Computerized Reservations System (CRS) that gives carrier reservations, evaluating and ticketing, inn and auto appointments, travel protection and other travel data. One of the movement office which is utilizing Abacus is Eurotours and Travel Pte Ltd in Singapore. Amadeus is a Central Reservations System (CRS) which made via Air France, Iberia Airlines, Lufthansa, and Scandinavian Airlines System (SAS) in 1987. AirAsia is one of the aircraft accomplice which is utilizing Amadeus as their IT framework. The OPERA Reservation System (ORS) is the business’ first really coordinated, single picture undertaking stock framework. ORS is claimed by MICROS Systems, Inc. Loews Hotels has picked ORS to be their IT frameworks in every one of their lodgings. These three diverse IT frameworks have its distinctive favorable circumstances and weaknesses. To wrap things up, IT frameworks are vital in tourism and friendliness industry. They assume a ton of parts in industry so as to give more comfort to the organizations and also the clients. 2. Presentation Data Technology (IT) frameworks assume a critical part in tourism and cordiality industry. There are numerous IT frameworks show up in the market now for lodgings, eateries, travel offices, and aircrafts. A portion of the IT frameworks are Abacus, Amadeus, Gabriel, Fidelio, OPERA Reservation System, Saber, Worldspan, and numerous others. These IT frameworks are made to reserve a spot, check situate availabilities, sustenance and refreshment exchanges and controls in inns, eateries, carriers, and additionally travel offices around the globe. Math device, Amadeus, and OPERA Reservation Systems are the three IT frameworks that will be talk about in this report. Math device is the Asia Pacific’s biggest Global Distribution System (GDS) utilized as a part of movement offices. Amadeus is a Central Reservations System (CRS) which greater part utilized as a part of carriers while the OPERA Reservation System utilized as a part of most inns on the planet. This report is composed and compound to assess and break down how Abacus, Amadeus, and OPERA Reservation System are executed in three unique organizations. 3. Math device logo_Abacus-red_large.gif Math device International is the Asia Pacific’s biggest Global Distribution System (GDS) and Computerized Reservations System (CRS) that gives aircraft reservations, valuing and ticketing, inn and auto appointments, travel protection and other travel data since 1988. The headquarter of Abacus International is situated in Singapore. Math device International is 65 percent claimed by Abacus International Holdings and 35 percent possessed by U.S. Based GDS, Saber Holdings. Saber is the worldwide pioneer in the electronic conveyance of movement and travel related administrations. Math device International Holdings is together possessed by a few Asia’s driving aircrafts including All Nippon Airways, Cathay Pacific, Garuda Indonesia, EVA Airways, China Airlines, Malaysia Airlines, Hong Kong Dragon Airlines, Royal Brunei Airlines, Philippine Airlines, SilkAir and Singapore Airlines. Math device is normally utilized as a part of movement organizations and one of the movement office which utilizes Abacus as their reservation framework may be: Eurotours and Travel Pte Ltd Eurotours and Travel Pte Ltd was built up by Ms. Hedy Mok in 1974. Eurotours and Travel is situated at 190 Clemenceau Avenue #05-4/7, Singapore Shopping Center, Singapore 239924. Eurotours and Travel gives inbound and outbound travel administration administrations. Right now, Corporate Travel appointments contain 80 percent of Eurotours’ business volume and the rest of the 20 percent is from Leisure Travel administrations. Each framework must have the qualities and the shortcomings in various territory. The qualities of Abacus will be Abacus has coordinate connection for fly out organizations who need to apply Australia visa for their clients. It is more comfort for the movement offices who utilize Abacus so they don’t to go to Australia consulate to line for applying visa for their clients who wish to movement to Australia. Math device likewise gives a ton of data about all necessities that movement organizations need to know for their clients who need to movement to certain nation. A few shortcomings of Abacus are the task of Abacus and the refresh data in Abacus. The activity of Abacus isn’t easy to use. For movement organizations who work Abacus framework, they have to give propel preparing to their representatives since Abacus utilizes a great deal of codes in their framework. The workers need to learn and retain several code with a specific end goal to reserve a spot or check the room accessibility in a lodging. Math device additionally somewhat moderate in refresh their new information or data so head out organizations dependably need to check their new data. logo_Abacus-red_large.gif 4. Amadeus – Your Technology Partner 1009amadeuslogo.jpg Amadeus is a Central Reservations System (CRS) which made via Air France, Iberia Airlines, Lufthansa, and Scandinavian Airlines System (SAS) in 1987. Amadeus is possessed by Amadeus IT Group. The focal central command of Amadeus are situated in Madrid, Spain for its corporate home office and advertising, Nice for the advancement and Erding for the activity. Amadeus is additionally an individual from International Air Transport Association (IATA), OpenTravel Alliance (OTA), and SITA, and its IATA designator code is 1A. One of the aircraft which applies Amadeus as their IT framework may be: Air Asia As indicated by Press Release from Amadeus North America, Inc. (2010) expressed: “Madrid, Spain, September 10, 2009: Amadeus, a worldwide pioneer in innovation and dispersion answers for the movement and tourism industry today, declared that it hasformed a historic association with AirAsia, the World’s Best Low Cost Airline, which out of the blue will empower Amadeus-buying in venture out offices worldwide to book AirAsia flights similarly they would for a full-benefit transporter.” AirAsia is a Malaysian ease aircraft. AirAsia was built up in 1993 and initiated activities on 18 November 1996. AirAsia have five auxiliaries which are Thai AirAsia, Indonesia AirAsia, VietJet AirAsia, AirAsia RedTix, and Khmer AirAsia (2012). AirAsia Group works more than 400 flights day by day, both local and global courses, from Indonesia, Malaysia, Thailand, Kuala Lumpur, Singapore, India, Myanmar, Vietnam, Sri Lanka, Taiwan, South Korea, Laos, Philippines, and United Kingdom. Right now, AirAsia has add up to 96 armadas including Thai AirAsia, Indonesia AirAsia, and AirAsia X. Amadeus gives Customer Service Management (CMS) for carriers, deals, reservations, and e-ticketing frameworks, and corporate self-booking instruments for real world driving aircrafts and travel providers. Amadeus additionally offers administrations for trains, autos, travels, and lodging reservations. There are numerous advantages for the carriers which utilizing Amadeus. The arrangement of Amadeus is very quick and proficient. Amadeus additionally enables the carriers to change their current appointments or demand new time limits. Ultimately, Amadeus likewise will send programmed acknowledgment or affirmation to their accomplice aircrafts once every one of the updates are done. 1009amadeuslogo.jpg 5. Musical drama Reservation System (ORS) opera.jpg The OPERA Reservation System (ORS) is the business’ first genuinely incorporated, single picture endeavor stock framework. Musical drama Reservation System is claimed by MICROS Systems, Inc. The headquarter of MICROS Systems, Inc. is situated in Columbia, Maryland. The ORS lodging reservation framework is composed with the whole OPERA item family: OPERA Customer Information System (OCIS), OPERA Property Management System, OPERA Sales and Catering, and OPERA Sales Force Automation. ORS can be arranged to suit any size lodging or Central Reservation Office (CRO) condition. ORS handles a wide range of reservations began from individual, gathering and gathering, organization, travel specialist, multi-legged, multi-rate, and also waitlisted. ORS is regularly utilized as a part of the lodgings particularly front office and one of the inn which utilizes ORS as their IT framework seems to be: Loews Hotels Loews Hotels headquartered in New York City, offer an agreeable, dynamic, and extraordinary nearby experience for their visitors. Loews Hotels is a completely possessed by Loews Corporation. Loews Hotels works 19 particular lavish lodgings and resorts crosswise over US and Canada began from: Annapolis, Los Angeles, Lake Las Vegas, Montreal, Quebec City, Miami Beach, Nashville, New York, New Orleans, Philadelphia, San Diego, Tucson, Washington DC, St. Pete Beach, Portofino Bay, Hard Rock Hotel, and Royal Pacific Resort. The ORS accessibility show will enable the front office to officer to check the room rates, kinds of room, and bundles that lodging offer to their visitors. ORS additionally encourages inns to do the mind boggling activities, for example, regular customer and steadfastness program enrollments, split charges, and rate rebates. ORS additionally handles gathering and square reservations in inn simpler than different frameworks, for instance: room blocking, room sharing, living records, visit arrangement, and stores. To wrap things up, inns and chains can likewise utilize the ORS to survey their business volume and execution by either open or close channel. Open or close channel can be founded on property rate or>