Académique Documents
Professionnel Documents
Culture Documents
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RMUTP
• Located in Central of BKK(5 campuses)
• Hand-On experience
• Graduate level(Business,Home&Eco, MCT)
• International Business Major(English Program)
source:www.rmutp.ac.th
Visiting Instructor
• Teaching Service Marketing at BSP.
• Data Collection(Research).
• Explore BSP faculties’ interest in Research
Collaboration.
• Inviting BSP Faculties and Student to RMUTP
Collaboration
• Faculties and Student Exchange Program
• Joint Degree in International Business
Major(BSP Diploma+2.5 years)
• Internship@Bali and BKK
• Scholarship
Class Objective
• Thailand:General Information.
• 7P’s:Marketing Strategies/Cases of Thai Tourism
Product packing ,and Thai people as tourists.
• STP:Segmentation, Targeting and Positioning.
Thailand
• is an independent country that lies in the heart
of Southeast Asia.
• Population is Thai(major),Chinese and Malay.
• Tourist Destination.
Amazing Thailand Campaign
Next:Wat Thai
Thai Temple(Wat Thai)
Next:Aviation Hub
Bangkok
• Capital city of Thailand
• 12+million in one city
• Business area
• Shopping center
• Commercial hub.
Next:Bangkok
BKK Commercial hub
Tourist Destination
• might called it as “Tourist Traps”.
• Bangkok(BKK),Pattaya,Phuket Island, and Ko Samui.
• People.
• Service Business.
Tourist Trap
Examples of Service Industries
• Health Care
• hospital, medical practice, dentistry, eye
care
Plastic Surgery in Thailand
Plastic Surgery in Vietnam
Plastic Surgery in Vietnam
• Professional Services
• Accounting, legal, architectural
• Financial Services
• banking, investment advising, insurance
• Travel
• Airline, travel agency, theme park
• Hospitality
• Restaurant, hotel/motel, bed & breakfast
• Ski resort, rafting
Next:HK&MK
Hongkong :Lin Heung
Next:MK
MK
Restaurants
Place
Promotion
People
All human actors who play a part in service delivery and thus influence the buyer’s
perceptions: namely, the firm’s personnel, the customer, and other customers in the service
environment.
Physical Evidence
The environment in which the service is delivered and where the firm and customer interact,
and any tangible components that facilitate performance or communication of the service.
Process
The actual procedures, mechanisms, and flow of activities by which the service is delivered—
the service delivery and operating systems.
Physical Evidence
Great Wall Motor Co Ltd
长城汽车 or 長城汽車
Previous Logo
People
Difference between customer expectations and perceptions
The Losers
Next:Cars BMW,Ben,Audi
How to react with
Customer expectation
and Customer Perception?
• Price advantage. No need to give details because you know it well, Right?
Ice Cream
• http://www.icedea.com/
• Ice Cream.pdf
• Why People do
• (and Do not)complaint
• Why People do
• (and Do not)complaint
A variety of negative emotion can occur following a
service failure:
• anger,discontent, disappointment,self-pity, and anxiety
• Many customers are very passive about their
dissatisfaction, simply saying or doing nothing(emotion-
focused coping).
• Passive
• Voicers
• Irates
• Activists
Type of Complainers
• Passive
• least likely to take any action, and unlikely to
say anything to the provider.
• less likely than others to spread negative
word of mouth, and unlikely to complain to a
third party.
• Sometimes their personal values or norms
argue against complaining.
Type of Complainers
• Voicers
• These customers should be viewed as the service’s
provider best friends!
• They are actively complain to the service provider,
but less likely to spread negative word of mouth, or
to go to third parties with their compliant.
• Give company second chance because they believe
complaining has social benefits for the company as
they voice their opinions.
Type of Complainers
• Irates(Furious customer)
• angry with the service provider.
• believe that complaining to the provider can have
social benefits
• engage in negative word-of-mouth communication
with friends and relatives and to switch providers.
• Less likely to give second chance to service
provider.
Type of Complainers
• Activists
• complain to the provider, they will tell others,
and more likely they complain to third parties.
• Complain fit they personal norms.
• They have a very optimistic sense of the
potential positive consequence of all type of
complaining
McCruelty
Thai people
• Please ask me about Thai people,please.
Balinese and Indonesian people
• Please tell me about Balinese and Indonesian
people,please.
All of my presentation you can have them on
www.scribd.com or My FB
Thank you for having me at BSP