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PRE-SERVICE PERIOD

SERVICE PERIOD

POST-SERVICE PERIOD

Advertisement/Public Relations ?    Insert

  1. How is the service proposition communicated by the service provider?
SDA Edit  [x]
MAGAZINES/ TRAVEL AGENCY GUIDES. Edit  [x]

advertisements in magazines and travel guides, including pictures and description of the hotel.

PARKING HOTEL & WELCOME Edit  [x]

Marie-Louise came with the taxi. So when she made her first step out of the taxi she was welcomed by the porter of the hotel.

Social Media ?    Insert

  1. Which pre-service information can people access through social media?
MARIE-LOUISE Edit  [x]

She is a modern person. She found the hotel by surfing on the internet. This is also the way she made a reservation, by internet. She booked a flight inclusive plane and taxi.

COMMUNICATION Edit  [x]

friends, colleagues and family communicate about our service and the hotel itself.

Word-of-mouth ?    Insert

  1. What do friends, colleagues and family actually communicate about the service and/or service provider?
Past Experiences ?    Insert

  1. Which experiences do people have with (similar) services and/or service providers?
GUEST EXPERIENCE Edit  [x]

this includes the experiences of our guests that they had in the past whit similar services and service providers. Both positive and negative experiences.

Service Journey ?    Insert

  1. Which touchpoints do customers experiences during the service journey?
ROOM-SERVICE Edit  [x]

Each guest has a tablet in their room, to order room-service or to call the reception, but also to surf on the internet etc.

LUGGAGE Edit  [x]

The luggage of Marie-Louise and her husband is taken by the bellhop.

BREAKFAST, LUNCH & DINNER Edit  [x]

Marie-Louise and her husband prefer to go to the restaurant for their meals. When they want a late-night snack or breakfast on bed, they can call the reception for room-service.

WELCOME TO THE ROOM Edit  [x]

Marie-Louise rented a big luxury room. The bellhop took her to the room and explained everything about the hotel itself and some extra information.

HOUSEKEEPING Edit  [x]

The towels and linnen of the room will be cleaned every day. They will also keep an eye on the toilet paper.

FACILITIES Edit  [x]

Marie-Louise and her husband have the opportunity to use all the facilities, like the spa & welness area, they can go golfing or to relax in the lounge for instance.

WOULD YOU LIKE TO HAVE A DRINK? Edit  [x]

Marie-Louise can go to the bar in the centre of the church. In this place their will be live music during the evening to entertain the guests.

ENTERTAINMENT Edit  [x]

There will be live music in the hotel during the lunch and evening.

CHECK-OUT Edit  [x]

Marie-Louise and her husband have chosen to check-out at the front-desk. The front-desk is grateful that they stayed at the hotel and called the taxi half an hour before they leave, so the taxi will be on time.

OUR OWN WEBSITE /FACEBOOK/ INSTAGRAM/ TRAVEL AGENCIES. Edit  [x]

People can find our hotel on social media. It gives the guests the opport.

Customer Relationship Management ?    Insert

  1. How do the service provider follow-up with customers?
Client + Developer over 1 yr Edit  [x]
Social Media ?    Insert

  1. What do customers communicate about the service and/or service provider through social media?
Meetings Edit  [x]
Word-of-mouth ?    Insert

  1. What do customer tell their friends, colleagues and family about the service and/or service provider?
CHECK-IN Edit  [x]

Marie-Louise walked into the hotel. She preferes personal contact and that's the reason why she had chosen to check in personal and not by the internet.

Expectations ?    Insert

  1. What are (potential) expectations towards the service and/or service provider?
Convenient, a place people are willing to spend time to stay and explore, interesting content posted in a regular schedule Edit  [x]
Experiences ?    Insert

  1. What are the individual experiences customers have with the service and/or service provider during the service period?
catch up with latest events and other important messages Edit  [x]
connect with other students Edit  [x]
Satisfaction/Dissatisfaction ?    Insert

  1. Customers individual assess the service by comparing service expectations with their personal service experiences
Edit  [x]
Brainstorming Space ?    Insert Brainstorm Mode

  1. What are you temporary Brainstorming notes?
news Edit  [x]

local newspapers
online media
buy ads

website format Edit  [x]

- home page

- about page

- members page (us, the speakers)

- event page

- contact page

- resources page

- other links page

- include sponsors logo at the bottom of the page

RSVP for events Edit  [x]

- invitations

- notifications

- through website, wechat direct to website page

wechat format Edit  [x]

- welcoming message (short introductions, key words to type in to get more info)

- automatic responses base on input

- basic menu

- link to website

From participants to organization Edit  [x]
This is my brainstorming note Edit  [x]
Proactivity Edit  [x]
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