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CHAPTER 14
Hospitality and Tourism Operations
Research Event
Purpose
The Hospitality and Tourism Operations Research
Event provides an opportunity for students to
demonstrate management skills.
Hospitality and tourism operations includes
marketing and management functions in a
business primarily engaged in satisfying the desire
to make productive or enjoyable use of leisure
time.
MARKETING, 4E
© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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CHAPTER 14
Hospitality and Tourism Operations
Research Event
Scenario
A customer service gap is the difference between
customers’ expectations of a service and the
actual service they receive.
The Hospitality and Tourism Operations Research
Event requires participants to select a hotel or
restaurant and analyze the customers’
perceptions of service they receive from the
business.
(continued on the next slide)
MARKETING, 4E
© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
2
CHAPTER 14
Hospitality and Tourism Operations
Research Event
Scenario
Participants will survey current customers and
prospective customers to determine their
expectations of the hospitality business.
Participants will then develop a customer
service/promotion campaign to expand the
customer base using the most cost-effective
media available.
MARKETING, 4E
© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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CHAPTER 14
Hospitality and Tourism Operations
Research Event
Description
This project can be completed by one to three
members.
You will have 10 minutes to present your project
and 5 minutes to answer the judge’s questions.
(continued on the next slide)
MARKETING, 4E
© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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CHAPTER 14
Hospitality and Tourism Operations
Research Event
Description
The written project consists of the following parts:
Executive Summary
Introduction
Research Methods Used in the Advertising
Media Analysis
Findings and Conclusions
Proposed Institutional Promotion Campaign
Bibliography and Appendix
MARKETING, 4E
© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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CHAPTER 14
Hospitality and Tourism Operations
Research Event
Performance Indicators Evaluated
Design an advertising media analysis.
Conduct an advertising media analysis.
Prepare an institutional promotion campaign to
improve public perception of a business.
Analyze results from the research and identify the
most cost-effective advertising media available.
Present the research findings and institutional
promotion campaign to the company.
MARKETING, 4E
© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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