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Service Marketing

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by

Adonis Pan

on 12 December 2013

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Transcript of Service Marketing

(Caring Company Award from
The Hong Kong Council of Social Service)caring cacarcarceecsh
Tangible
Reliability
Responsiveness
Assurance
Empathy
5 Dimensions of Service Quality
Customers' Review
Reasons of Providing Good Service
Theme:
Today we have 3 things to do

1. To ( Remind? / introduce ?) to you about a great service around you and me (intro.)
2. To convince you to agree with us ( 5 dimensions and reviews)
3. To (tell? / discuss with?) you why MTR company provide such good service


For third things, should we bring out that, MTR is almost like a monopoly company in HK transportation sector, why MTR still willing to spend money to provide such good service? Maybe gaining profit and enlarging market share are not the most important reason. So, why they do that?
Reference
Journal
Tangible
Reliability
Responsiveness
Assurance
Empathy
Servqual
Example:
Example:
Honor:
Example:
Example:
Example:
Honor:
Introduction
Agenda
TW Background Information
"Fast, Value and Correct" in delivering the F&B
Mandarin Ambassador

larger numbers of mainland visitors
Various ethnic cuisines

Appearance of personnel
What is the promised service?
P.O.S system
Certificate of Smiling Enterprise
Quality?

Taste?
Time?
A balanced of training and
professional development
Building lasting customer relationship

Knowledge
Caring Company Award
PDA
Containers
Services
Marketing
Pan Ming Kwan Adonis
Team A
A history of more than 40 years

One of the most famous Hong Kong style restaurants

Parasuraman. A., Zeithaml., Valarie.A., Berry., Leonard .L .(1988) Servqual: A Multiple-Item Scale For Measuring Consumer Perc. Journal of Retailing, 64(1), 12-20.

Pollack.B.J. (2009)Linking the hierarchical service quality model to customer satisfaction and loyalty. The Journal of Services Marketing, 23(1), 42-50.

http://www.tsuiwah.com/business/restaurant/company_introduction/


Dimensions of Service Quality
Costumers' Review
Reasons of Providing Good Service
The Best Meals Cha Chaan Teng

Aim: Fast, Value, Correct
Attitude

Increase the market share
Avoid brand parity
brand equity and awareness
Tam Wing Chong
Maggie
Wong Hei Tung
Kristie
Full transcript