In addition, hospitality firms must;
•communicate the intangible benefits of the service,
•be specific about the distinct features and characteristics of the services and provide concrete details,
•provide key information about the evidence that creates “trust”,
•take consumers through the exact steps of the experience.
Heterogeneity, companies must pay attention to the following in creating
Their marketing messages;
•highlighted role of people
•experiential and emotional nature of messages
•timing and process issues
•quality of service delivery and products
•tangible features and benefits
•pricing strategies, promotions and discounting
•standards and guarantees