10 Questions
Which of the following is an example of a service process innovation in the hospitality industry?
Using AI-powered chatbots for customer inquiries
In the context of service marketing, which of the following best exemplifies the concept of "people"?
Well-trained and courteous staff at a restaurant
Which of the following best describes the concept of "product" in services marketing?
The intangible benefits customers receive from the service
A fitness center offers a variety of exercise classes for its members. Which of the following elements of the 7Ps framework does this exemplify?
Process
A car rental company guarantees a clean and well-maintained vehicle to every customer. This is an example of managing the service's:
Physical evidence
A high-end restaurant introduces a new menu featuring exotic ingredients and unique culinary techniques. This is an example of enhancing the service's:
Product
A telecommunications company offers various service packages to cater to different customer segments. This is an example of managing the service's:
Price
A luxury spa offers exclusive membership benefits to its loyal customers, including priority bookings and special discounts. This is an example of managing the service's:
Promotion
A bank offers personalized financial advice to its high-net-worth clients. This is an example of managing the service's:
People
An airline company introduces a mobile app that allows passengers to check-in, choose their seats, and receive boarding passes digitally. This is an example of managing the service's:
Process
Study Notes
Service Process Innovation in Hospitality Industry
- An example of service process innovation in the hospitality industry is introducing a new menu featuring exotic ingredients and unique culinary techniques in a high-end restaurant.
Service Marketing Concept of "People"
- The concept of "people" in service marketing refers to the employees or staff who interact with customers and provide services.
Service Marketing Concept of "Product"
- The concept of "product" in services marketing refers to the intangible offers or benefits provided to customers, such as exercise classes offered by a fitness center.
7Ps Framework
- Offering various exercise classes by a fitness center exemplifies the "process" element of the 7Ps framework.
- Guaranteeing a clean and well-maintained vehicle to every customer by a car rental company exemplifies the "physical evidence" element of the 7Ps framework.
Service Enhancement
- Introducing a new menu featuring exotic ingredients and unique culinary techniques in a high-end restaurant is an example of enhancing the service's "product" or intangible offer.
Service Management
- Offering various service packages to cater to different customer segments by a telecommunications company is an example of managing the service's "process".
- Offering exclusive membership benefits, such as priority bookings and special discounts, to loyal customers by a luxury spa is an example of managing the service's "physical evidence" or tangible aspects.
- Offering personalized financial advice to high-net-worth clients by a bank is an example of managing the service's "people" or staff.
- Introducing a mobile app that allows passengers to check-in, choose their seats, and receive boarding passes digitally by an airline company is an example of managing the service's "process".
Identify an example of a service process innovation in the hospitality industry. This quiz assesses your knowledge of innovative service processes in the hospitality sector. Test your understanding of hospitality industry innovations!
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