INTERNATIONAL MARKETING MKTG3417 Tourism Marketing hosted by The City of North Bay

1. INTERNATIONAL MARKETINGMKTG3417Tourism Marketing hosted byThe City of North Bay

2. Perceptions • Form Groups • Pool Notes about Perceptions of North Bay as a travel destination before you traveled • Each Group Presents to Client

3. Product Quality • What is quality?

4. Quality is the ability of a product to consistently meet or exceed customer expectations.

5. A. Introduction Product Good Service

6. Product includes Goods and Services • Remind me of the differences between goods and services … • Intangible • Perishable • Variable • Inseparable

7. Quality: The Basics • Dimensions of Quality • Determinants of Quality • Consequences of Poor Quality • Costs of Quality

8. 1. Dimensions of Quality - Product • Performance • Aesthetics • Special Features • Perceived quality • Reliability • Durability • Service • Safety

9. 2. Dimensions of Quality - Service • Tangibles • Convenience • Reliability • Responsiveness • Time • Assurance • Courtesy

10. 3. Examples of Quality Dimensions, Products

11. 4. Examples of Quality Dimensions, Products

12. 5. Examples of Quality Dimensions, Services

13. 6. Examples of Quality Dimensions, Services

14. 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

15. 1. The Consequences of Poor Quality • Loss of business • Liability • Productivity • Costs

16. 2. The Consequences of Poor Quality A recent study showed that, while a satisfied customer will tell a few people about his or her experience, a dissatisfied person will tell an average of 19 others

17. 1. Costs of Quality • Internal Failure Costs • External Failure Costs • Appraisal Costs • Prevention Costs

18. 2. Costs of Quality • Internal Failure Costs • Costs incurred to fix problems that are detected before the product/service is delivered to the customer. • External Failure Costs • All costs incurred to fix problems that are detected after the product/service is delivered to the customer.

19. 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

20. 1. Total Quality Management TQM: A philosophy that involves everyone in an organization in a continual effort to improve quality and achieve customer satisfaction

21. 2. Total Quality Management (1) • Continuous Improvement: make never-ending improvements to critical processes • Competitive benchmarking: Identifying other organizations that are the best at a process and studying how they do it

22. 3. Total Quality Management (1) • Employee empowerment: Giving workers responsibility • Team Approach • Decisions based on facts rather that opinions • Training

23. 4. Total Quality Management • Quality at the Source: making each worker responsible for the quality of his or her work • Fail-safing: incorporating design element that prevent incorrect procedures • Suppliers: encourage partnership and long term relationships

24. A. Introduction Quality is the ability of a product to consistently meet or exceed customer expectations.

25. A. Introduction Product Good Service Performance Aesthetics Special Features Perceived quality Reliability Durability Service Safety Tangibles Convenience Reliability Responsiveness Time Assurance Courtesy

26. THE GREAT OUTDOORS • Background • The North Bay area is well known for the outdoor activities it presents. Both locals and tourists participate in various outdoor related sports and leisure activities. • Service Provider A: • Northern Edge Algonquin is an outdoor adventure outfitter providing overnight and multi-day canoe and kayak trips as well as personal retreats. • Contact: Todd Lucier, Owner operator • Service Provider B: • Island Lake Lodge is a full service outfitter who provides guided fishing and hunting expeditions as well as fully equipped cottages for rent. • Contact: Ellie Mitchell, Owner operator

27. CASE STUDY 1 – The Great Outdoors • Sergio Raul Negrete Herrera • Alejandra Berlanga Franco • Cristina Herrera Gracia • Pedro Euardo GonzalezVillasana • Diana Luz Vallejo Acuna • José Manuel Martinez Fregoso • Norma Guadalupe de Leija Rodriguez • Daniel Gomez Vargas • Iovanna Karina Cruz Marquez • Ana Karen Mercado Lira • Kristy Mountfold

28. 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 tourism marketing 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 locals and tourists. • Contact: George Stivrins, Owner • Service Provider B: • The Dionne Quints Museum is a not for profit institution housed in the original Dionne homestead. It contains many artifacts from the Quint’s early days and their growing years. • Contact: Amy Toms, Museum Director

29. CASE STUDY 2 – Attractions • Leticia Orozco Pérez • Elena Quesada Flores • Karla Patricia Gallardo Ayon • Adriana Santomé Cuéllar • Daniel Meneses Sanchez • Veronica Medugory Rivas Soladrero • José Francisco Escobar Bernal • Maria Adriana Rodriguez Elias • Karla Guadalupe Romero Robles • Mariana Guadalupe Mastachi Lugo

30. ACCOMMODATIONS SECTOR • Background • The accommodations sector in North Bay is comprised of numerous types of facilities including full service and limited service hotels, motels, cottages and camp sites. • Service Provider A: • Ontario’s Near North is one of six regional tourism associations responsible for marketing both the urban and rural tourism product of Northern Ontario. The organization is membership based and promotes attractions, accommodations, activities and events. • Contact: Laurie Ypya, Executive Director • Service Provider B: • The Westmont Hospitality Group provides complete management services including: franchise relations and evaluation, financial management, marketing and sales, food and beverage, quality control, risk management, purchasing, renovation, and development. The majority of North Bay’s brand hotels fall under the Westmont group’s hospitality arm. • Contact: Angela Johnston, Regional Sales Manager

31. CASE 3 – Accommodations • Francisco Serrano Llamas • Esteban Alejandro Villegas Vazquez • Edmundo jose Maron Manzur • Angel Edmundo Vega Garcia • Massiel Ivonne Armendaiz Rocha • Loyda Leonora Gutiérrez Lara • Madelin Paolo Martinez Cueto • Don Alfonso Maria Federico Luengas y Souchad • Eugenia Bueno Giron • Dave Marleau