Академический Документы
Профессиональный Документы
Культура Документы
Product
Fresh fruits and vegetables
Staples
Groceries
Fresh juices
Dairy products
Price
Not much discount on MRP of packaged goods like competitors
Place
122 stores in NCR
330 stores in India
(figures as per 2007 data)
Promotion
SMS
Leaflets
In-store visits
Word of Mouth
Others
Process
Farm-to-fork business model
Backward Integration
Physical Evidence
Layout
1
Store and shelves
Bill counters
Shelves
Customer loyalty cards
People
Taj People Philosophy
Profit Centers
BENEFITS DERIVED
2
AUGMENTED
EXPECTED
CORE
CORE
Shopping convenience
Store for daily need items
3
EXPECTED
First class customer services
Clean interiors
Additional benefits like home delivery
Promptness
Communication
Courteous and professional staff
Credit facilities
AUGMENTED
Personalized services
Compensation in case of
4
SERVICES MARKETING TRIANGLE
(Management)
Internal External
Marketing Marketing
“enabling
the promise “setting the
promise” promise”
5
The GAP Model
6
EXPECTED SERVICE
PERCEIVED SERVICE
Gap 1 Gap 4
EXTERNAL COMMUNICATION
SERVICE DELIVERED
to CUSTOMERS
Gap 3
CUSTOMER DRIVEN
SERV. DESIGN & STDS
Gap 2
Co’s PERCEPTION of
CONSUMER EXPECTATION
7
GAPS
Knowledge Gap
Lack of proper communication with prestige club customers
Standards Gap
Quality of fruits and vegetables not up to the mark
Absence of Credit facility.
Poor management at billing counters leading to long queues.
Problems related to IT
Delivery Gap
Lack of flexibility in check-out timings
Behavior of employees not up to the mark
Perceptions Gap
Discounts lesser than those offered by the competitors
Tie-ups with hospitals for emergencies
Service Gap
Lack of proper ambience.
Additional bonus points to cardholding customers.
8
Questionnaire
We are conducting a survey to find out you expectations from a five star hotel. Your feed
back will help us to serve you better.
Name
Phone No.
Sex M/F
2. What you consider is the most important thing in a five star hotel
Ambience Hospitality Food Brand
9
6. The food served at Taj is the best
Strongly Agree Agree Neutral Disagree Strongly Disagree
9. Rank the following hotels on the basis of the parameters given in a scale of 1 to 5
1 being the best and 5 the worst.
Food
Ambience
Room Service
Hospitality
Quality of Rooms
10