Answer 1

Advertising appeals can be broadly classified as of the type: Scarcity, Humour, Sensuality, Emotional,
Rational, Musical and Fear. Message theme is the central message which the advertiser want to
convey through the advertisement and it remains the primary determinant for the target market to
be exposed to the advertisement. There may be advertisements of entirely different goods and
services but showing the same message theme and advertisement appeals. 5 products and 5
services have been taken and there ads studied to summarise the dimensions of parity and
dimensions of difference in the end.

Print advertisements for Producs taken were as follows:

1. JEEP
2. DUREX
3. TIDE WASHING DETERGENT POWDER
4. DETTOL HAND SANITIZER
5. SAUVAGE PERFUME
Services Print ads were as follows:

1. WILDLIFE TOURISM
2. VODAFONE FARMERS CLUB INDIA
3. GOLD’S GYM
4. IKEA
5. FEDEX ASIA
The advertisements for the product and services are different, on the basis of central message
delivered and the advertising appeal as summarised on the next page, detailed analysis shall follow
the table
 S. NO. PRODUCT/SERVICE MESSAGE THEME APPEAL

1 Jeep Fun/Adventure ADVENTURE

2 Durex Health/ Fun HUMOR/SENSUALITY/SEXUALITY
3 Tide Detergent Hygiene/ Cleanliness HUMOR
4 Dettol Hand sanitizer Health/Mutliple Action RATIONAL/FEAR
5 Sauvage Perfume, Christian Dior Luxury SENSUALITY
6 Wildlife Tourism Adventure/Fun/ Excitement ADVENTURE
7 Vodafone Empathy/ Help the poor EMOTIONAL/RATIONAL
8 Gold's Gym Transformation RATIONAL
9 IKEA AffordabIlity/ Portability RATIONAL
10 FedEx Quickest/ Easiest/ Global reach EMOTIONAL/RATIONAL

Analysis:

PRODUCT

Jeep: While the ad for jeep shows a chunk of some off road working as a surfboard on a beach with
birds flying. The bold and bright colors complement the fun and hardcore SUV adventure of the
product.The message is to be fearless and adventurous.

Durex: This ad very cleverly shows off the benefit by differentiating the purpose of a condom being a
pleasure enhancer and also a population control measure. The message is to have fun, stay healthy,
and be quirky

Tide: With tide successfully positioned as a detergent which enhances and preserves the whiteness
of the clothes, this ads is humorously, reinforcing the functionality by having a dog. Animal in an ads
enhance the memory of the ads and thus brand recall in the mind of the consumers. Central
message is to have Tide to clean any stains and enhance the beauty of White.

Dettol : Dettol claims to kill 99.99 percent of all the germs and this ad smartly shows that where all
you can catch germs-remote control, eggs, currency notes etc and Dettol can kill all of them. Central
message is health and hygiene

Sauvage It’s the best selling perfume from the house of Christian Dior and Johnny Depp is known for
playing sensuous roles. The ads associates the perfume to the personality archetype of Johnny Depp.
The ad signifies sensuality as the central message.

SERVICES

Wildlife Tourism: This ad by New Zealand tourism shows the lion in extreme vicinity of the tourist
and also signifies intense indulgence of the tourist with the wildlife as both are seen complementing
each other in the mirror. The central message of the ad is adventure.

Vodafone: India being an agrarian nation is grappled by the problem of low income of the farmers
and majority of the farmers are in distress due to minimum excess to the technological advances in
farming. Vodafone brings such technology by supporting farmers under the aegis of Vodafone
Farmers Club and is providing training and assistance to such farmers throughout the country. The
connectivity option is made by wheat crop and thus signifies the connection of Vodafone to the poor
parts of the country as well. This ad is subliminal. The central message is empathy and to stand with
all the sections of people.
Gold’s Gym: The ad encourages the obese section of the countrymen to go Fit from Fat and also
shows that transformation from any stage of obesity is possible at Gold’s Gym. The central message
if to be healthy and transformative.

Ikea: It comes at the middle of tangibility spectrum as the business model comprises of being a
product aggregator platform providing online shopping services and also a manufacturer of the good
having offline stores. Ikea is famous for making durable and ultra portable furnitures. The Ad
reinforces the value proposition very cleverly. The central message is to be smart and save space.

FedEx: Perhaps the smartest ad of all is of FedEx where the delivery from one continent to the other
is being shown as easy as to transfer stuff to your neighbour through a window. This markets the
value proposition of FedEx global reach in parcel services. The message is being quick, efficient and
fast.
Answer 2:
Before the advent of Online evolution of the sales of services on it, we had great hassle to search for
specialised technicians for Television repair , Refrigerator Repair, Packers and Movers, Plumber,
Electricians etc. Some days back, In New Delhi, I had to face such a difficulty in searching for a
qualified and efficient plumber for my electrical pump and motor. I searched for nearly an hour and
enquired about plumbers from the nearby shops but they all were engaged in some work or the
other due to the summer season. Out of curiosity and need I googled the services of a plumber and
came across a platform called Urban Clap. Here is a snapshot of the webpage( www.urbanclap.com):

This platform provides a plethora of services ranging from the services of a Doctor to of a Plumber. I
booked the services of the plumber through this platform. The plumber came home in 20 minutes
and my motor was up in 2 hours. There were stark differences in the services I availed earlier and
then through the online provider
The differences have been classified on the basis of the RATER Model of service quality as follows:

FACTORS CONVENTIONAL ONLINE THROUGH URBAN CLAP

30 days service guarantee, and 10000 Rs

Reliability No guarantee ever for damages if any done during the course
of repair
The technician repeatedly explained the
nuances of an electric motor and
Assurance Not prominently present
appeared highly experienced and
knowledgeable
Technician was in Urban Clap Uniform
and carried highly automated tools and
measuring devices which was never seen
Tangibility Not much by me before with a conventional
plumber. Upon some enquiry he also
showed me the softcopy of 'Urban Clap
Trained Technician' certificate
Highly empathetic and tried hard to repair
Blame uncontrollable factors for delay in
Empathy the motor under the 3 hours promised
the repair and are not empathetic
and it took only 2 hours for the job
Have to wait for long times to get the
Plumber came within the promised time
Responsiveness plumber home. Repeated follow up
of 20 minutes
visits and calls at times
The information provided by the platform was highly user friendly and the interface was also very
clean. It took five clicks to book the service and further 2 for payments. The whole booking process
got over in 7 minutes which is very efficient. Based upon the above experience, it can be affirmed
that the transaction cost and non-monetary cost for a customer reduces drastically in terms of
search costs, time costs, Psychological costs, social costs and also the upfront monetary costs in the
terms of fees which was lower through urban clap as they charged only 249 for up to three hours of
services.

Benefits of such a Service:

1. This platform is one of its kind in India aggregating all the essential services at your door step
at a cheaper price.
2. Only one app has to be installed for many services which again has a very less transaction
cost for the consumer
3. Highly qualified professionals are available at a cutthroat cost as compared to the traditional
mechanics
4. The onus of quality entirely lies on the aggregator and thus highly responsible
5. Customer satisfaction and repeat purchase behaviour would be very high for such services.
In the end it would result in high Customer Lifetime Value (CLV).

Answer 3:
PART A: WEBSITE EXPLORATION OF TRAVEL AGGREAGTOR SITE GOIBIBO

The aggregator chosen for a detailed review on web-site experience for this answer is GoIbibo.
Follwing a brief introduction about the company, the website experience has been described.

INTRODUCTION

Goibibo is one of the leading travel aggregators of India having its head-quarters in Gurgaon, India.
The company is part of the Ibibo group which is a subsidiary of Naspers. The company claims the
“Delivery of the fastest and the most trusted user experiences” related to search and bookings,
payments and refunds as its core value differentiator on its official website. The online booking
platform provides a wide range of services like flight bookings, hotel bookings, bus bookings and
many combo offers too. It also has a mobile application for Android, Windows and iOS users.

REFERNCE: https://www.goibibo.com/management/

WEBSITE EXPERIENCE

I USER INTERFACE, NAVIGATION AND EASE OF USE

First Impressions/Home Page- The website has been designed with a loud visual appeal and large
icons on top to clearly differentiate amongst the services to be availed. The home page however
prompts the option of making a flight booking as soon as the web-site is launched.
Services Selection and Navigation: The other services can be selected from the top-most tab (shown
below) to choose amongst hotels, bus and train bookings, car rentals and the newly launched tabs of
Activites and Holidays (clearly labelled “NEW”) and a go package tab to book flight and hotels
together.The services have been briefed about in the following sections:

The website operates in a very user-friendly interface with appealing graphics and mostly menu-
driven navigations which are smooth to operate even for a not so tech-savvy person. Overall, the
site navigation is fairly simple and options can be selected with ease. Selection of any of the tabs
opens a new window letting one manage multiple bookings at a time.

Feedback: The feedback tab located at the bottom keeps prompting with emoticons to register an
instant feedback.

Customer Support: 24*7 customer care support on top right corner is a helpful additons which takes
one to a new window without closing the current ones which features all the previous bookings for
which help migh be sought by the customer

Payment: Payment can be made through a variety of methods including internet banking,
debit/credit cards, paytm, mobiquick and other payment gateways with an otpion to save your
favorite payment method and card details
II SERVICES OFFERED

Flight Bookings- The online aggregator offers both domestic and international flight bookings with
offers on a round trip booking. The search bars are easy to operate and terminals can be selected
both by using IATA Airport codes or the full names of the cities.

Hotel Bookings- Hotel bookings are segragated as Hotels and Go Stays. Pitched agaisnt normal hotel
bookings, GoStays which are claimed to be handpicked and certified by Goibibo

Bus Bookings- This is a newly launched feature by Goibibo.Though the parent organization Ibobo
owns an exclusive bus booking platform named RedBus, still the option to book it through Goibibo
while making other bookings is a good initiative to bring all travel related services under a single
umbrella.

Train Bookings- For train bookings, the company has collaborated with irctc, the official online
booking platform of Indian Railway and one must feed the irctc user id before making the bookings.
Goibio charges an additional Rs. 40 as handling fee which can be be concern for some of the users.

Car Booking- This feature offers both Outstation and Airport Cabs as claimed, however, most of the
searches tuned futlie when tried even to and from the Airport.Only outbound travel searches to
nearby stations like Jaipur, Nainital yielded results.

Activities- This is a newly launched feature with the tab clearly labelled “NEW”. On further
exploration, the activites tab opened to an alluring page offering exciting activites ranging from
adventure sports, wild-life, cuisine etc. to be booked. A screenshot depiction is given below:

Holidays- This is again a new introduction and offers curated holiday packages to a wide range of
national and international destinations.
GoPackages- This offers a combo option to book both return flight tickets and hotel for the duration
of the stay together at supposedly discounted rates.

III UNIQUE SELLING POINTS AND SPECIAL FEATURES

Goibibo offers a number of unique features like GoCash, GoPackages and GoStays adding to its
appeal expecially for young professionals and frequent travellers..

Gocash and GoCash Plus GoCash with its newly born sibling GoCash Plus is one of the most
celebrated features of Goibibo. It is highly advertised and almost all offers, discounts, schemes,
loyalty points are awareded to the customer in form of GoCash. GoCash can be redeemed while
making bookings upto a certain maximum limits which are different for different kinds of GoCash

GoPackages: This feature is about discounted round trip flight tickets with hotels. This is surely a
convenient feature and can be chosen when in rush and a brilliant age old cross selling tehnique.

GoStays: As claimed GoStays are said to be handpicked and certified hotels available from as low as
INR 999 with assured amenities like AC, Wifi, TV amd Clean Room. Though these facilities are
considered pretty basic even from indian standards but still the “certified” and “handpicked” label
looks promising and worth giving it a try.

The GoCash Fest: Aliging with the Trending Events-: Goibibo website is offering GoCash to be earned
on its application while enrolling in its play and win programme. The company is an official sponsor
of Mumbai Indians and the members get to earn if the team scores. This is aunique approach to
attract IPL fans and increase the customer base. The GoCash earned can be used in a variety of
services with increased usage limit.

IV VALUE PROPOSTION

Goibibo’s Value Proposition is increasing the customer base of loyal customers by offering them
unique rewards in the form of GoCash which can be earned by making mutilple bookings.
Additionally, it also targets latest events like IPL which aleady have a fan following. The inclusion of
so many travel services under one roof makes it a complete solution provider rather than a mere
service provider. Anyone looking for a travel solution at one place might refer to Goibibo. With
Holidays and Activities as the new inclusion, it will definitely earn the attention of young travellers.
With discount schemes abound it also targets deal hunters and early adopters.

V WEAKNESSES

Goibibo falters at a few places by doing things slightly over the top and making it too overwhelming
for the first time visitors of its website. Too many schemes and offers listed on the same page with
loud graphics might intimidate and turn away a few potential customers. Also, the discount schemes
related to GoCash and GoCash Plus might appear confusing to newbies.

PART B: COMPARISON WITH CLEARTRIP AND MAKEMYTRIP

 Cleartrip and Makemytrip both are very similar online travel aggregators and offer most of the
services which are being offered by Goibibo. This section compares the three of the service
providers in terms of kinds of services provided and also on value propostions offered

Flights Hotels Home Stays Train Bus Car Holiday Activity Package Events Customized
Local
services

GOIBIBO √ √ √ √ √ √ √ √ √

CLEARTRIP √ √ √ √ √ √

MAKEMYTRIP √ √ √ √ √ √

As can be seen from the above table, all the aggrgators offer the basic services of Flight and Hotel
Bookings while few have curated some special features to offer as niche services to attract and build
their own unique customer base.

The differences in the value propostions offered by these companies are listed below:

GOIBIBO CLEARTRIP MAKEMYTRIP (MMT)

Services Offered It offers the most number of Though the services are The number of services
services to choose from as limited but some of the offered are limited but
listed in the above table. services are unique to it addtion of Home Stays is its
and very innovative in unique feature. It is yet to
GoPackage is unique to it
approach like Customized introduce Train booking,
amongst the three service
Local Services which gives Activities and Package
providers.
an option to the user to bookings. It is still far from
The wide range of exhaustive avail local sight seeing, becoming a one stop solution
services provided makes it a dining and other facilities provider
one stop destination for
travel solutions.

Ease of A very user friendly interface
Navigation/ which is welcoming and
User Interface appealling. Too many pop-
ups in the home-page at a
time might make it confusing
at times.
The user interface is very
smooth with clearly laid
out tabs unlike Goibibo. It
will appeal to more mature
customers.
The website design is
cluttered and not very clearly
laid out especially the
arrangement in the
subsequent pages after the
home page.

Target Price sensitive customers- High income individuals Large groups

Customers Early Adopters/ Deal Hunters Business Travellers Focused service seekers who
Travel Bloggers Senior citizens do not want to book
Frequent travelleres Travellers with specific everything at one place
Tech-Savvy people preferances
IPL Followers
Students
Strength One stop solution for all Very user friendly webpage Home Stays
kinds of travel related Local customized Detailed filter for flights
bookings experiences
 Value for money services
Very promising discount
schemes and loyalty reward
system
Wide range of hotels,
activities and holiday
packages
Unique offers like GoStays,
GoCash etc.
Weakness Cluttered home-page Very reward schemes No train boking option
Not many options availbale Lack of packages No sight seeing, activites or
for car bookings holiday packages available
Recommended Packages - Hotel, flight, and Business trips Single bookings
For train bookings Luxury holidays Cheap Stays at Home Stays
Managing entire vacation
itinerary
GoCash Rewards
Not Car Bookings Entire Travel bookings Entire Travel bookings
Recommended Stand-alone Bookings
For

PART C: BENEFITS AND TRADE-OFFS OF ONLINE TRAVEL PORTALS

BENEFITS

Hassle Free Bookings- Extremely easy to use for tech-savvy individuals who can make their bookings
from anywhere anytime

Online Payment- There is hardly any use of hard cash for planning travel through online travel
aggregators

Best Deals- One can select choose the best deal for herself by comparing prices at different
providers and then selecting the best optionin terms of price and preferance.

Wide Range of Choices- The options presented for each type of booking are inumerable

TRADE-OFFS

Risk of Losing Money- Many a times the online transactions prove risky with the money getting
deducted and the service not fulfilled

Poor Greivance Redressal – In case there are some issued faced at the time of booking or at the time
availing the service, especially in an international location, there are very few options a customer
can go to for redressal

Cancellation charges- Often the cancellation charges are as high as 100% for some of the services
like hotel bookings, flight bookings, etc.

Convinience Fee- A significant sum is charged by these service providers in addtion to their margins
which leads to the addtion of cost to the consumer.
Answer 4:

There are five major factors to be considered in Service Design are as follows:

1. Holistic environment for all aspects of the service should be considered

2. Evidencing of intangible services should be prominently undertaken as there is not much of
employee customer interaction in a self service environment.
3. Services should be designed by stepping into the shoes of the customer
4. Services should be co created by consistent communication with all the parties involved as
per the service triangle
5. Sequencing of the services should be an integral part throughout the service design process

The service I witnessed was in Amsterdam(Netherlands) railway station where there was a
self service mini market having quick to eat food items such as Burger, Pizza , Sandwich, cold
drinks, Chocolate and other fast moving consumables to eat. The process flow was

The store was highly user centred and the items were kept in a well guided and labelled
racks which was convenient to find. The stakeholders in this process can be identified as the
customer and the technology reliance. The process was very quick with a number of kiosks
installed or scanning and payment.

The most effective dimension in the store was the evidencing of the intangible teller, and
shop guides who respond to the query regarding the location of a particular food product.
The role of the consumer as self disciplined individual is highly understood here as there
were no hustles during the whole process and the customers were patient despite of the
store being located at a railway station where there is always an element of shortage of
time.
The least effective dimension was that of the holistic consideration of the service scape
where no feedback mechanism was available in case the payment of a customer, who might
also involve a foreign tourist, fails. No service recovery mechanism was evidenced which can
be improved by providing a means for the feedback recording.

There is a risk of the dissatisfaction of the customer due to over reliance on the technology
for e.g. If a customer doesn’t have cash , then there was no mechanism of payment. In that
case a customer can return with discontent. A plausible solution would be to install cash
accepting machines as well as in the ticket kiosks.
 There may be customers who are not as tech savvy to operate the scanner and pay by
themselves. On this account, the process scores very low on the dimension of co creation

Advantages
1. No human interface to hard sell, cross sell or up sell
2. Saves important time
3. Saves variable costs for the owner of the shop
4. No need of a teller to check on the cash collected
5. Lower transaction costs for the customer as the process is quicker and efficient

Answer 5
A company’s service culture is the set of mutually accepted norms, beliefs, processes, organizational
values of service which has stood firm against the external environment in delivering top notch
services to the customer, one time , every time. A service performance gap (Gap3) can only be
eliminated if there is a strong service culture. A service culture is driven by the top management but
it has to be maintained by the employees which are the most critical asset of the service industry as
they perform the following four roles in the eyes of a customer.

1. Service
2. Brand
3. Marketers
4. Organization

A company can reinforce, transmit and sustain their culture through internal marketing and
significant Human Resource Management processes. Lets validate the revered service organizations
as per the data on their websites

Valuing internal customers who are none other than the employees

When we go to the website of Ritz Carlton, we see the following Motto:

Follows soon is the Employee promise.

They also have a global gold Standard of service on the website which the employees swear by
throughout the world

The recruitment page says to recruit the most passionate and skilled hospitality professionals and
expects them to reflect the values which makes them a global luxury brand. As of today, they have
40000 such employed professionals.

Customer testimonials are a reflection of the best people being employed at the boundary spanning
roles where the glasses of a customer were repaired through a cleaner the same day. This
organizational ownership by the boundary spanners at Ritz Carlton are an evidence of the deeply
embedded service culture.

The importance of employees can be seen at the careers page of another giant in the service
industry- Apple:

The fact that ‘the top 25 companies to work for’ as per Sunday Times consists of firms from only
service industry, shows how important are employees these organizations.

The next organization we look upto is Google which is at the top spot for the sixth continuous year in
the list of Fortune Best Company to work for. Google has exemplary training and recruitment
policies for its employees and gives the best benefits to its employees. The human resource policies
of google are seen as a standard throughout the industry.

All these above companies implement the below human resource strateges to develop and retain
talent
Answer 6:
Service Chosen-

Delivery of goods by e-commerce web-sites

Service Offered-

While most of the e-commerce websites put in a lot of efforts to deliver the best of products at the
lowest prices to the customers, most of them ignore the latter and equally important part of it i.e. an
efficient delivery mechanism so that the product reaches the customers on time and in perfect
conditions. There are no limits to the price-wars these web-sites indulge into in the form of Big-
billion Sale, Great Indian Festival and many others but almost no heed is paid to the delivery part of
the whole consumer experience which is handed over to a third party agency and which mostly turns
into a nightmare for consumers especially with delicate and expensive items which are needed to be
handled with extreme care and professionalism.

Service Guarantee for the Service Mentioned-

The guarantee developed herein is a service attribute guarantee which is specific outcome
guarantee measurable against the following specific attributes of the service:

1. On-time Delivery
2. Delivery in Perfect Condition
3. Free returns and replacement within three days if product malfunctions or has
manufacturing defect
4. Courier agent to go on the same day as scheduled or inform the customer atleast 24 hours in
advance and take approval and update the central logistics department

Promise Statement (On-time Delivery)- The company promises to pay to the customer 2% of the
value of the product (price paid by the customer at the time of the purchase including all
discounts/special offers/schemes) for each day of delay in delivery from the promised delivery date
subjected to a maximum of 8% of the total price paid. The refund shall be made in form of pay-back
points which can be used for making any other purchase at our website.

Promise Statement (Delivery in Perfect Condition)- If the product arrives in a damaged condition
which renders it unfit to use, a replacement shall be made free of cost and the delay in delivery shall
be compensated as per the above clause.

Promise Statement (Free returns and replacement within three days)- if product malfunctions or
has manufacturing defect
Promise Statement (Delayed delivery to be informed 24 hours in advance)- Courier agent to go on
the same day as scheduled or inform the customer atleast 24 hours in advance and take approval
and update the central logistics department

Why the Service Guarantee Is A Good One-

The services guarantee mentioned above is a good one as it has all the attributes of an effective
Service Guarantee:

Limited Restrictions and Exclusions- The guarantees do not have too many contradicting limitations
and if and but statements. They are very objective in nature and the service attributes mentioned
therein are measurable, not subjective.

Meaningful- The guarantees mentioned above are meaningful in the sense that they provide a
tangible compensation to the customer in the form of pay-back points which can be utilized in place
of hard cash for making purchases. The pay-back points don’t come with any pre-conditions
attached on usage limit

Easy to Understand- Both the guarantees being objective in nature and clearly measurable are easy
to understand as they are written in simple language and no technical and legal jargons have been
used whatsoever.

Easy to Invoke- The guarantees are easy to invoke as date of delivery is easily measurable and the
customer need not file a complaint to invoke for the 1st guarantee rather it is being automatically
invoked by the system. The second guarantee is just a complement to the existing product
replacement policy of the company and thus too is easy to invoke as product replacement policy is
already in place by all the e-commerce companies subject to submission of proofs.

Benefits to The Company of Implementing The Service Guarantee

1. Shows the commitment of the organization towards the satisfaction of the customer
2. This would incentivize relevant and quicker feedback from the customer
3. Instant opportunity to recover
4. Will help in standardizing performance measures throughout the company
Answer 7: I have reviewed the website of Ritz Carlton India and Ritz Carlton Europe and have seen
their reviews on various booking and reviewing sites. On the basis of those reviews my analysis is as
follows

Provider gaps are as follows:

Provider gap 1:

This gap is wide open because some of the reviewers who have reviewed this hotel as terrible have
been replied in a very harsh tone and in a defensive language. Their concerns seems very genuine
and being put in the same circumstances, anybody would give them sub par rating. But there has
been absolutely no chances of service recovery and there seems to be no relationship focus.

A snippet of the reply of the general manager service is as follows

Provider Gap 2

The hotel has a good service design and the service design has been significantly improved with a
number of positive reviews lauding the consistent improvement in the infrastructure. The website
also mentions some of the new initiatives such as leisure pool, a new bar, better landscaping etc. So
in these respects the company has successfully closed gap no 2

Provider gap 3
The gap is still open. There have been complaints of trivial nature but of grave importance to the
customer like one customer was made to wait for 14 hours for food. The striking thing to note here
is prior to 2016 the General Manager for Customer Service has always replied in a courteous tone ,
irrespective of the fault or tone of the customer. But the new General Manager has been aggressive
to most of the customer giving negative reviews. This shows that there are deficiencies in the human
resource policies in retaining the good employee and recruiting the wrong one. A frustrated
customer becomes more frustrated when his problem is not acknowledged. So the gap which seems
closed for the overseas branches is wide open in India.

Provider Gap 4

When observing the reviews for the foreign branches of the hotel, this gap has been successfully
plugged. In fact this gap never seems to exist in the first place for the foreign hotels of the group.

For Indian hotel,there has been incident where the customer did not his entitlements for the club
membership and thus was disgruntled at the end of the stay. The onus of educating the customers
lies on the management and they cannot shrug away from these responsibilities. The same is valid
when the foreign guests review this Indian property with complaints. Take a look at the snapshot
This shows that there is lack of horizontal communication regarding the policies and procedures
across units and thus this gap is wide open.

To summarise, Ritz Carlton Europe has successfully closed all the gaps except gap 4 as they are
equally responsible for inadequate horizontal communication and inaction against the issues of the
customers.

Ritz Carlton India has successfully closed gap number 2 and the rest three gaps are still open.
Answer 8:
Photographic Blueprint for Mobile Phone Repair Service Made on Microsoft Powerpoint

Service Blueprint for Mobile Phone Repair Service

Made by me on canvazier.com (https://canvanizer.com/canvas/r8cviuS9PW97F)