"service deleivery","industry overview","swot","marketing mix","7p of services","7p","blueprint","servqual","service recovery"

1. THOMAS COOK

2. TABLE OF CONTENTS
S.No Particulars
1. Industry/ Company Overview
2. Marketing Mix
3. Service Blueprint
4. Service Quality
5. Service Recovery

3. INDUSTRY OVERVIEW
 Travel and tourism is the largest service industry in India
 This industry provides heritage, cultural, medical, business and spot tourism.
 Tourism sectors contributes to the country’s gross domestic product will with growth rate of
7.8% yearly.
 Better lodging facility has been a factor which has contributed to increase foreign tourist
arrival
 The policies implemented by the government of India has boosted to the Indian tourism and
hospitality industry
 India’s travel and tourism industry is set to grow by about 7.3%

4. COMPANY OVERVIEW
 Thomas Cook (India) Ltd (TCIL) is the leading integrated travel and travel related
financial services company in the country. The company set up its first office in India
in 1881.
 Awards:-
o Favourite Outbound Tour Operator at the Outlook Traveller Awards 2015
o Best Tour Operator- Outbound at the CNBC AWAAZ Travel Awards 2015, 2014 &
2013
o Best Company providing Foreign Exchange at the CNBC AWAAZ Travel Awards
2015 & 2014
o French Ambassador's Diamond Award for Exemplary Achievements in Visa Issuance
2015 & 2016
o PATA Gold Awards 2015
o IATA accreditation as Top 10 South Asia IATA Authorized Training Centers 2016,
2015, 2013 & 2012.

5. MAJOR PLAYERS

6. CURRENT TRENDS IN THE INDUSTRY
 Growing Options for Low Budget Travellers
 Visa on Arrival Boosting Tourism
 Rise of Boutique Hotels
 Exploring New Destinations
 Travel Tradeshows Promoting Tourism

7. SWOT ANALYSIS
STRENGTH WEAKNESS
OPPORTUNITY THREAT

8. MARKETING MIX
PRODUCTS
Holiday Types Deals
Luxury Destinations
Flights
Hotels
Mobile Site
Travel facilities
Insurance
PLACE
Online - website
Offline - Offices
223 locations (including 21
airport counters) in 85 cities
across India, Sri Lanka and
Mauritius
PRICE
Mid premium price policy
Seasonal pricing
PROMOTION
Sponsorship deals in
international market
Campaigns on social media

9. MARKETING MIX
PEOPLE
A team of skilled & professionally trained employees,
security personnel, management decision makers
PHYSICAL EVIDENCE
Offices
Brouchers
Website
Ticket passes
PROCESS
Online booking process
Foreign Exchange conversion
E-gift cards buying
Search mechanism

10. SERVICE BLUEPRINT

11. SERVICE QUALITY
S. No Factors
Ranking of Respondents
Total
AWS
1 2 3 4 5
1 Reliability 3 2 4 11 5 25
1.76
2 Responsiveness 1 6 3 4 11 25
1.86
3 Assurance 9 8 3 1 4 25
1.16
4 Empathy 4 6 4 5 6 25
1.56
5 Tangibles 8 7 3 3 4 25
1.26

12. SERVICE RECOVERY

13. SERVICE RECOVERY