• Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

During this process Dunfey Hotels Corporation wants to achieve certain goals and evaluate previous operations through proper documentation using the four basic steps: assess supply-demand relationship

Extracts from this document...

Introduction

Historical Data 1958 Dunfey family of New England founded Dunfey Hotel Corporation with Lamie's Motor Inn (32 rooms). Rapid expansion through the 1960s and 1970s to 8,000 rooms. 1964 Dunfey Hotels obtains Sheraton franchises for existing hotels and motor inns. Dunfey becomes the largest franchise holder worldwide with a total of 14 properties. 1968 Dunfey Hotels invents the "Wayfarers Club", later to become the prototype of the hotel industry's frequent traveler programs, including: preferred availability, free spouse travel, free travel insurance policy and complimentary coffee and newspaper. 1969 Dunfey Hotels acquires and renovates the Parker House in Boston, also invents the "mini vacation" and establishes a toll-free mini vacation reservations center. 1970 Dunfey Hotels Corporation is affiliated with Aetna Life & Casualty of Hartford, Conn. The company invents the Good Meeting Guarantee, the predecessor to Omni Hotels' Gavel Service program for meeting planners, as well as the Successful Meeting Guarantee. 1972 Dunfey Hotels Corporation creates the first secretaries club, called the "Colleen Club", later to become Omni Hotel's Executive Service Plan, which provides benefits to the corporate travel planner and business traveler. 1976 Company is acquired by Aer Lingus. Growth of Classic Hotels divisions, the foundation for the later upscale segment, Omni Hotels. ...read more.

Middle

linking the inns to national advertising campaigns and existence of Dunfey organization. The Dunfey Planning Process The most important elements of service development for Dunfey properties that are handled and directed by the management for implementation can be described as: The Dunfey Management Approach and The Way They Work. During this process Dunfey Hotels Corporation wants to achieve certain goals and evaluate previous operations through proper documentation using the four basic steps: assess supply-demand relationship; positioning; gap analysis; structuring measures requirement. Multifunctional teamwork-Multifunctional teams make fast services development possible. They are made up of people from all key functional areas who can contribute to and have a stake in the project. The team members are all involved in the project from the start and they select their own leader. Key suppliers and customers are often development team members. The teams are empowered to make decisions and draw upon company resources as needed. They are allowed to make critical decisions, and they have adequate resources and incentives. Facilitated front-end project planning-The surest way to promote fast product development is to take the necessary time at the front end of the project to plan how it will be done. This is the time for a multifunctional team to use a trained facilitator to: ´┐ŻList key assumptions. ...read more.

Conclusion

Customers' were likely to engage in the following types of behavior in the future: *Being loyal to the company ("LOYALTY") * Being willing to pay a higher price for the company's services ("PAY MORE") * Being inclined to switch to a competitor ("SWITCH") * Being inclined to complain to others (e.g., other customers) when they experience a problem with the company's service ("COMPLAIN") The service product means value, which is "the perceived benefits provided to meet the customer's needs and want, quality of service received, and the value for money". The service product is fundamentally a complex human experience, which is an output of a production process, where the customers utilizes the facilities and services to generate the final output, experience. The experience is the customer outcome, which in the eyes of the customer, is associated with added value and quality. Dunfey Hotels have developed the facilitation of travel and activity of individuals away from their usual environment. Zeithaml, V.A, Parasuranam, A&Berry, L.L. 1990. Delivering Quality Service. Balancing Customer Perceptions and Expectations. New York: The Free Press. Ziethaml, V.A. & Britner, M.J. 1996 Services Marketing. Integrating Customer Focus Across the Frim. 2nd Edition. US: McCraw-Hill Higher Education. Morgan, M. 1996. Marketing for Leisure and Tourism. Hemel Hempstead: Prectice Hall Europe ?? ?? ?? ?? Service Marketing - 1 - Jennifer V. Santiago Prof. Rex Ma. Mendoza ...read more.

The above preview is unformatted text

This student written piece of work is one of many that can be found in our University Degree Marketing section.

Found what you're looking for?

  • Start learning 29% faster today
  • 150,000+ documents available
  • Just £6.99 a month

Not the one? Search for your essay title...
  • Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

See related essaysSee related essays

Related University Degree Marketing essays

  1. Nike Supply Chain (NSC) Project.

    For a time, Nike and Footlocker had restricted business in key footwear lines due to differences in business policies. However, the relationship has been recently repaired and Nike is scrambling to provide shoes to the company for the Christmas season.

  2. Splash Corporation

    Extended Identity * Product Scope Splash has a wide range of products covering facial care, Exfoliants, Whitening Lotions, Natural soaps and hair care. Most of the products are under the Splash brand while there are also sub-brands like Bio-Link and Maxipeel.

  1. Renault Marketing Project

    whom it knows well through feedback from the dealer network and the market surveys it carries out. Next, its teams of product managers decide how the models should be positioned in accordance with the specific expectations of each customer target segment.

  2. Chapter Notes on Marketing Management by Philip Kotler 10th Edition

    Primary data is costly while secondary data provide a starting point for research and offer the advantages of low cost and ready availability. The WWW is a powerful source of secondary data and can provide information on associations, business information, government information, international information.

  1. Introduction to Marketing - Using Sony/Sony Ericsson as an example.

    awards has an estimated television audience of 1 billion viewers worldwide that is transmitted throughout several continents thus increasing the Opportunity to see and hear of the T630. 10 > Public Relations - As it creates a good perception and costs virtually nil During the introductory phase Sony incurred a

  2. Research Proposal - Is proper brand extension necessary for the survival of the parent ...

    Though this approach does not have much role in cutting costs but it helps in gaining consistency across organisation and to improve brand power (Mike Leiser, 2006). However, there are also cases where centralisation fails to manage brand portfolios. After considering pros and cons of both centralisation and decentralisation, it

  1. When the issue of "supply and demand" is associated with the aviation industry, there ...

    On long international and domestic flights, United would provide utility in the form of expensive champagne and exotic foods. By spoiling the business and first class passenger, United would fulfill the needs and expectations of the consumer. Now a days, utility is giving the consumer the least amount of hassle while in the airport, and providing the cheapest fare.

  2. Implementing Flexibility in Supply Chain

    not companies and the success or failure of supply chains is ultimately determined in the market place by the end consumer. Getting the right product, at the right price, at the right time to consumer is not only the linchpin to competitive success but also the key to survival (Christopher and Towill, 2001).

  • Over 160,000 pieces
    of student written work
  • Annotated by
    experienced teachers
  • Ideas and feedback to
    improve your own work