1. GROUP MEMBERS : 08-706 Akash Arora 08-715 Harsh Chauhan 08-716 Bhaven Chheda 08-717 Anuj Choudhary 08-718 Bhavna Daswani 08-726 Pramod Iyer 08-728 Dipesh Jain 08-739 Zececa Mehta TOURS AND TRAVEL INDUSTRY COMPANY - SOTC

2. Industry Overview 10.8mn Indians travel abroad Growth rate of 10-12% South-east Asia is the most preferred area Reasonable hotel rates and weak dollar are the key drivers

3. Company Overview Establishment Kuoni India Best Outbound Tour Operator

4. Service Design Line Extension Sports tours, customized tours, language tours, trade fairs, corporate tours etc. Proposed Extension Tours to untapped locations like South America, Eastern Europe and Safari tours in Africa

5. Challenges in Service Design Customer Satisfaction Limited differentiation Crisis management

6. Evaluation Of Tourism Search Attributes – Brochures, web sites etc. Experience Attributes – Very vital in tourism as customer cannot evaluate otherwise. Credence Attributes – Service provided

7. Segmentation Upper middle class Rich/elite class Targeting Families Corporate Honeymoon couples Sports enthusiasts STPD – POD/POP

8. Positioning Premium pricing Differentiation Ethnic group tours Customized VAS POP Core product Hotel

9. PRINT Arrives at office -------------------------------- Line of Visibility-------------------------------------------------------- PHYSICAL EVIDENCE OfficeBrochure Enquires about tours -------------------------------- Line of Interaction-------------------------------------------------------- Explaining various options -----------------------------------Line of Internal Interaction -------------------------------------------- CUSTOMER CONTACT PERSON (On Stage) (Back Stage) SUPPORT PROCESS Designing and printing the brochure Selection of tour Assist to take decision Money & Documents Pays and submits documents Collects money and documents Completing documentation & registration formality Accounting & Internal records Itinerary Receives Prepares and sends Reservations Raising issues Solving issues Tour Guides the tour Appointment of tour guide and other staff Feedback & Memento Gives feedback & accept Memento Accepts feedback & gives memento Feedback analysis & Memento arrangement

10. Rater Model Reliability: Delivering on Promises. Assurance: Inspiring trust and confidence. Tangibles: Representing the service physically. Swagat Suvidha Safai

11. Empathy: Co-operation with customers. Responsiveness: Being willing to help.

12. Service Recovery Detailed and true itinerary Contingency plan Quick refund system Feedback form