11. Traveler Segments Education Business Leisure School Employment Free Individual Travel College Official trip Group holiday MICE Visiting Friends & Relatives
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14. The Business Segments Thomas Cook, Raj travels, Kuoni, Cox & Kings Singapore, Jet, KFA, Thai, Lufthansa, Star Cruises, etc. The Hilton, Holiday Inn, Ginger Hotels, etc. Kent Cars, Hertz Cars, Individual Tourist Guides & Local Excursions Education Business Leisure School Employment Free Individual Travel College Official trip Group holiday MICE Visiting Friends & Relatives
15. Existing player density & key factors Types Sub Type Players Factors E.g. Corporate Travel Ticketing Many Bulk rates with airlines Akbar Travels Employment, Business trip Many Bulk deals with airlines & hotels, Low cost Cox & Kings, Thomas Cook, etc. MICE Many Bulk deals with airlines & hotels, Low cost Cox & Kings, Thomas Cook, Kuoni, etc. Leisure Group Holiday Many Bulk deals with airlines & hotels, Low cost Cox & Kings, Thomas Cook, Kuoni, etc. Free Individual Travel Few Relatively new segment – factors vary from costs to type of holiday Smaller travel agents Visiting Friends and relatives Many Bulk deals with airlines & hotels, Low cost Smaller travel agents Cruises Few Ownership of a fleet of ships, licenses, etc. Star Cruises
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22. Gaps Model of Service Quality Perceived service Expected sevice External communications to customers Customer-driven service designs and standards Service delivery Gap 4 Customer gap Gap 2 Gap 3 Customer Company gap 1: Company perceptions of consumer expectations Company
23. The Service Blueprint Physical evidence Insignia/ DA’s office location & exterior Line of visibility Customer Interact with employee of Insignia/ DA Arrive at Insignia off/ DA’s offices Employee understands purpose, type of travel, budgets etc. Customer receives proposed holiday details & discusses further details Line of interaction Employee designs holiday keeping in mind all parameters Employee makes direct changes to Itinerary based on feedback Employee implements changes on the basis of customer preferences & constraints DA interacts with insignia employee, insignia interacts with principals (telephonic/email) Customer receives proposed holiday details Hotels, car, itinerary touch points Insignia/ Distribution agents’ brochure/website Customer calls DA/ Insignia Off. Customer approves & makes payment Employee makes necessary bookings & payments GDS, other internet portals, physical payments, confirmation emails, etc. Customer arrives at hotel, various other touch points in the itinerary Promptness off service, presentability, etc. Feedback brochure Customer gives verbal feedback Insignia acts on feedback Internal Line of visibility Contact person Support Processes GAP 2 GAP 3
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Editor's Notes
Evoked set: costs are a key factor today. However, its’ a comparison of one package over the other. Where the consumer matches his familiarity with a place from other media references. He chases his dream holiday through a package.
Evoked set: costs are a key factor today. However, its’ a comparison of one package over the other. Where the consumer matches his familiarity with a place from other media references. He chases his dream holiday through a package.
Evoked set: costs are a key factor today. However, its’ a comparison of one package over the other. Where the consumer matches his familiarity with a place from other media references. He chases his dream holiday through a package.
