Service Marketing and Relationship Marketing: A Case Study on Gangnam Style and Hilton Hotel
VerifiedAI Summary
The report summarizes the title ‘Service and Relationship marketing’. The report is divided into two parts. The first part of the report focuses on the Gangnam case. It includes the concept of IMC Model and focuses on the 5W’s of the Gangnam style with respect to its success. The second section suggests that communication content of the Gangnam style video also has a high role on its overall success. The second part focuses on the aspect of Hotel Hilton with respect to service marketing and relationship marketing. It states that service and relationship marketing has high importance in the overall performance of the business organization. It includes organizational information of the Hilton hotel and the flow chart of its front stage and backstage operations. It recommends that Hilton Hotel is a highly recognized service organization. It suggests that elements such as marketing, customer service and Maintenance attain high importance in the Hilton hotel. It also determines their role in the Hilton hotel. The managerial implication analysis suggests that any deviation in any of the element of front stage and backstage operations can lead to heavy loss. The given recommendations are based on Customer service element and marketing of the Hilton Hotel operations. It includes practically applicable suggestions like aligning incentives with guest ratings and developing training for hospitality staff. The suggestion focuses on the betterment of Customer service and marketing element in Hilton hotel.
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