20 Questions
What does the case explore in the context of Kiwi Experience?
How a service business can understand its target market and build a culture of service excellence
What contributed to the reduced uncertainty of the travelers before their trip with Kiwi Experience?
The positive reputation of New Zealand in handling the pandemic
What did the driver, Rob, shout at the start of the trip?
"Are you ready for a most excellent adventure?"
What did the travelers feel unprepared for at the beginning of the trip?
The panoramic view from the top of an extinct volcano
What is emphasized as adding almost as much to the experience as the employees, according to the case?
Other customers
What was the fundamental concept behind Kiwi Experience?
To offer a flexible transport tour experience with the advantages of both express service and coach tour
When was Kiwi Experience formed?
December 1988
How many passengers have had a Kiwi Experience according to the text?
Over 500,000
What was the decision made by Kiwi Experience regarding the Hop-on Hop-off bus passes?
To plan to restart it from October 1, 2021
Who is the author of the text?
Mark Colgate
What is the primary focus of the case study about Kiwi Experience?
Encouraging customer participation in the travel experience
What role does Rob, the driver, play in the beginning of the trip according to the text?
He sets the tone for an adventurous journey
What factor contributes to reducing the travelers' uncertainty before their trip with Kiwi Experience?
Previous media exposure to the company
What is emphasized as adding almost as much to the experience as the employees?
Customer participation
What aspect does the case study NOT explicitly address about Kiwi Experience?
Maximizing profitability during a pandemic
What was the fundamental concept behind the venture of Kiwi Experience?
To create a transport tour experience with the flexibility of traditional express service and the guidance of adventure tour
What was the decision made by Kiwi Experience regarding the Hop-on Hop-off bus passes?
They planned to restart it from October 1, 2021
What did Rory Gillies, a passenger, want to find out about Kiwi Experience?
The reason behind the bus service's success in New Zealand
What did Kiwi Experience aim to offer their customers?
A combination of traditional express service flexibility and adventure tour guidance
Who is the author of the text?
Mark Colgate
Test your knowledge on how Kiwi Experience built a successful business during the pandemic, focusing on understanding the target market, service excellence, reliability, and relationship building.
Make Your Own Quizzes and Flashcards
Convert your notes into interactive study material.
Get started for free
