MGT 306 Lecture Notes - Lecture 3: Travel Agency, Mattress
9 May 2018
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• Meeting Customer Expectations:
➢ Drive customers’ evaluation of quality & value of experience
➢ Key drivers
o First-time guests: may have general expectations.
▪ EX: a first-time guest of a major hotel may simply expect a nice room,
a comfortable mattress, clean surroundings, satisfactory meals, & a
reasonable price.
o Repeat guests:
▪ EX: someone who is been at that major hotel multiple times will have
more specific expectations based on past experience.
➢ Guestologist: seeks to understand & plan for expectations of an
organization’s targeted customers before they enter service setting, so that
everything is ready for each guest to have a successful & enjoyable
experience.
o Q: How do we form expectations? How does Disney do it?
▪ You expect Disney to be fun, good customer service, you expect your
favorite Disney characters, you expect warm weather, for it to be
clean, safety, etc.
▪ There’s a bus that takes guests to hotel from the airport. Provide
wristbands to help manage your state, don’t have to use cash at the
resort.
• The Service Industry:
➢ Service:
o Intangible part of a transaction relationship that creates value between a
provider organization & its customer, client, or guest.
▪ Something that is done for us.
o Services can be provided directly to the customer:
▪ Spa treatment
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