Adding value to the hospitality experience - Product levels
21 important questions on Adding value to the hospitality experience - Product levels
In what 4 levels can we divide a hospitality product or experience? (Grönroos, 1987)
2. The facilitating product
3. The supporting product
4. The augmented product
(1) What does the basic level of the core product fulfil for the customers?
(2) Give an examples of a facilitating product?
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What is a facilitating product?
What is a key element of the facilitating product?
What is accessibility (toegankelijkheid)?
(3) What is a supporting product?
(3) Give examples in a hospitality context of a supporting product?
2. Theatre ticket desk in the lobby.
3. 24-hour room service.
4. Room cancellation insurance offered by hotels when you book a room.
What does the final product level describe?
What is the first component of the augmented product?
Give 7 examples that have impact on the atmosphere?
2. Layout
3. Colour scheme
4. Furniture
5. Lighting
6. Volume of music
7. Conversation
What is the second component of the augmented product?
How must the process of the actual experience be designed?
Give 3 examples on how you can efficiently delivering the product, putting the customers' demands and needs and expectations at the frontline?
2. Deliver customised products to different target groups. By making on-going improvements to the physical product.
3. Ensuring that staff are trained regularly and appropriately.
Give 4 examples for a proper closure.
2. Hotel providing clean and safe parking.
3. The accounts department dealing quickly and efficiently with an invoice inquiry.
4. The receptionist handeling the checkout procedure inviting a customer to book ahead for his next stay.
What is a vital ingredient in forming loyalty relationships?
What is also an important part that takes place prior, during and after the hospitality experience?
What is (electronic) word of mouth?
What is another aspect that organisations need to manage? (during)
What is the third component of the augmented product?
Give 3 examples of guest involvement.
2. Self-clean accommodation.
3. The involvement of customers in the innovation process.
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