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1. Define marketing research. 2. Describe the reasons for doing marketing research (the five Cs) and explain why marketing research is sometimes not done. 3. Explain how research is used in each step of the hospitality and travel marketing system. 4. List and describe the five key requirements for good research information. 5. List in order and explain the six steps in the marketing research process.
10. Explain the focus group approach and how it can be used in making effective marketing decisions.
Marketing Research
The function that links the consumer, customer, and public to the marketer through information. The information is used to: 1. Identify and define marketing opportunities and problems. 2. Generate, refine, and evaluate marketing actions. 3. Monitor marketing performance. 4. Improve understanding of marketing as a process.
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Utility: Can we use it? Does it apply to us? Timeliness: Will it be available in time? Cost-effectiveness: Do the benefits outweigh the costs? Accuracy: Is it accurate? Reliability: Is it reliable?
Internal Data
Registrations or reservations Sales or customer mix Databases Inquiries Unfulfilled reservations/ turn-aways
External Data
Government agencies WWW. Magazines, journals, newspapers, radio, TV Associations Research companies and consultants Universities and Colleges
Advantages Applicable and usable Accurate and reliable Up-to-date Disadvantages Expensive
Not immediately available Not as readily accessible
Qualitative Data
Personal Interviews
Advantages
1. 2. 3. 4. 5. High response rate Great flexibility (ability to adapt/explain questions) Can show or demonstrate items Fuller explanations can be given Very timely data
Personal Interviews
Disadvantages
1. Relatively expensive 2. Possibility of interviewer bias 3. Personal nature of questions (e.g., age or income) 4. Respondents not relaxed (put on the spot) 5. Time may not be convenient for respondents
Mail Surveys
Advantages Relatively inexpensive No interviewer bias Consistent questions (for all respondents) Large number of respondents can be included Anonymity Respondents can choose the most convenient time to answer
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Mail Surveys
Disadvantages
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Low response rates (relative to other survey types) Junk mail syndrome Impersonal nature
Telephone Surveys
Advantages More flexibility compared to mail surveys Quick and inexpensive High response rates Disadvantages More obtrusive than mail Greater difficulties in rapport building Long-distance calls are expensive
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Online Surveys
Advantages Relative speed and flexibility Large and growing audience Disadvantages Technical skills and time required to develop questionnaires
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