HTH 102 Lecture Notes - Lecture 4: Triangle Film Corporation, Mobile App, Net Promoter

• School: Ryerson University
• Department: Hospitality and Tourism Management
• Course: HTH 102
• Professor: Christopher Gibbs

Document Summary

Hth 102- lecture 4- understanding and engaging customers. Competitor"s customers- those whom the firm would like to attract and make its own. Ex-customers- those who have chosen to leave and now use a competing firm"s services. Potential future customers- those who are likely to be customers in the future. They are the most important because of service. Employees in service organizations are important because: Taking care of them= they take care of your company. Management needs to sell its service concept to the firm"s employees before attempting to sell to external customers. A philosophy of internal marketing, the vp reports to marketing b/c people are the product. Service organizations are cross functional and services are interdependent so internal service is important. The success of an organization is dependent on collaboration between internal customers/employees of every department. Service organization internal marketing enable employees to enabling the promise . Front line always know more about the customers.