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INTERNATIONAL MARKETING

MKTG3417

Tourism Marketing

hosted by

The City of North Bay

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Perceptions

Form Groups

Pool Notes about Perceptions of NorthBay as a travel destination before you

traveled

Each Group Presents to Client

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Product Quality

What is quality?

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Quality is

the ability of a product

to consistently meet or exceed

customer expectations.

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A. Introduction

Product

Good Service

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Product includes Goods and Services

Remind me of the differences between

goods and services

Intangible

Perishable

Variable

Inseparable

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Quality: The Basics

1. Dimensions of Quality

2. Determinants of Quality

3. Consequences of Poor Quality

4. Costs of Quality

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1. Dimensions of Quality - Product

Performance

Aesthetics

Special Features

Perceived quality

Reliability

Durability Service

Safety

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3. Examples of Quality Dimensions, ProductsDimension Example

1. Performance Everything works; ride handling, leg room

2. Aesthetics

3. Special features

Convenience

High tech

4. Safety

5. Reliability

6. Durability

7. Perceived quality

8. Service after sale

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5. Examples of Quality Dimensions, ServicesDimension Example

1. Tangibles Were the facilities clean?

2. Convenience

3. Reliability

4. Responsiveness

5. Time

6. Assurance

7. Courtesy

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1. Determinants of Quality Design

Quality of Design: Characteristics designers specify for a

product or service

Conformity

Quality of Conformance: The degree to which goods or

services conform to the specifications of the designers

Ease of use

Good instructions and labels

Service after delivery Recall, repair, replacement, refund

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1. The Consequences of Poor Quality

Loss of business

Liability

Productivity

Costs

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1. Costs of Quality

Internal Failure Costs

External Failure Costs Appraisal Costs

Prevention Costs

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2. Costs of Quality Internal Failure Costs

Costs incurred to fix problems that are detectedbefore the product/service is delivered to the

customer. External Failure Costs

All costs incurred to fix problems that aredetected after the product/service is delivered

to the customer.

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3. Costs of Quality Appraisal Costs

All product and/or service inspection costs.

Prevention Costs

All TQ training, TQ planning, customer

assessment, process control, and quality

improvement costs to prevent defects from

occurring

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1. Total Quality Management

TQM: A philosophy that involves

everyone in an organization in acontinual effort to improve quality and

achieve customer satisfaction

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3. Total Quality Management (1)

Employee empowerment: Giving workers

responsibility

Team Approach

Decisions based on facts rather that opinions

Training

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A. Introduction

Quality is

the ability of a product

to consistently meet or exceed

customer expectations.

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A. Introduction

ProductGood ServicePerformance

Aesthetics

Special Features

Perceived quality

ReliabilityDurability

Service

Safety

TangiblesConvenience

Reliability

Responsiveness

TimeAssurance

Courtesy

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CASE STUDY 1The Great Outdoors

Sergio Raul Negrete Herrera

Alejandra Berlanga Franco

Cristina Herrera Gracia

Pedro Euardo GonzalezVillasana

Diana Luz Vallejo Acuna Jos Manuel Martinez Fregoso

Norma Guadalupe de Leija Rodriguez

Daniel Gomez Vargas

Iovanna Karina Cruz Marquez

Ana Karen Mercado Lira

Kristy Mountfold

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ATTRACTIONS

Background North Bay is home to various attractions which are marketed by

the attraction itself as well as by the City and the regional tourismmarketing association.

Service Provider A:

The Chief Commanda Cruise is a key attraction for the city. It

offers various cruise opportunities and is popular with both localsand tourists.

Contact: George Stivrins, Owner

Service Provider B:

The Dionne Quints Museum is a not for profit institution housed inthe original Dionne homestead. It contains many artifacts from theQuints early days and their growing years.

Contact: Amy Toms, Museum Director

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CASE STUDY 2Attractions

Leticia Orozco Prez

Elena Quesada Flores

Karla Patricia Gallardo Ayon

Adriana Santom Cullar

Daniel Meneses Sanchez Veronica Medugory Rivas Soladrero

Jos Francisco Escobar Bernal

Maria Adriana Rodriguez Elias

Karla Guadalupe Romero Robles

Mariana Guadalupe Mastachi Lugo

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ACCOMMODATIONS SECTOR Background

The accommodations sector in North Bay is comprised ofnumerous types of facilities including full service and limitedservice hotels, motels, cottages and camp sites.

Service Provider A:

Ontarios Near North is one of six regional tourism associationsresponsible for marketing both the urban and rural tourismproduct of Northern Ontario. The organization is membershipbased and promotes attractions, accommodations, activities andevents.

Contact: Laurie Ypya, Executive Director

Service Provider B:

The Westmont Hospitality Group provides complete managementservices including: franchise relations and evaluation, financialmanagement, marketing and sales, food and beverage, qualitycontrol, risk management, purchasing, renovation, anddevelopment. The majority of North Bays brand hotels fall underthe Westmont groups hospitality arm.

Contact: Angela Johnston, Regional Sales Manager

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CASE 3Accommodations

Francisco Serrano Llamas

Esteban Alejandro Villegas Vazquez

Edmundo jose Maron Manzur

Angel Edmundo Vega Garcia

Massiel Ivonne Armendaiz Rocha

Loyda Leonora Gutirrez Lara

Madelin Paolo Martinez Cueto

Don Alfonso Maria Federico Luengas y Souchad

Eugenia Bueno Giron

Dave Marleau