Marketing - Standalone book
Marketing - Standalone book
13th Edition
ISBN: 9781259573545
Author: Roger A. Kerin, Steven W. Hartley
Publisher: McGraw-Hill Education
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Chapter 12, Problem 1AMK
Summary Introduction

To explain: In what manner 4 I’s of service could apply to Hotel M

Introduction:

Service is considered as an invisible activity or advantage that a company provides several services to satisfy the customers’ needs by paying money or something that creates a value.

Expert Solution & Answer
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Explanation of Solution

The 4 unique essentials of services are as follows:

Intangibility:

  • Services are said to be intangible that is they cannot be seen or touched before the decision to buy, such as a connection between the workers and guest.

Inconsistency:

  • Service is considered to be inconsistent because the quality of a service varies from person to person with the capabilities. In the case of Hotel M, inconsistency may vary according to the capabilities of workers.

Inseparability:

  • The delivery of a service cannot be separated by customers from the service itself.
  • The customer and service providers together create value, and therefore, the customer should go to the hotel to enjoy the benefits of its service.

Inventory:

  • A service of inventory and it is different from products. The main inventory in case of Hotel M is equipment, rooms, and personnel. The inventory cost for Hotel M is the cost of having rooms and personnel even if there is a lack of demand.

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