A Process Oriented Approach to Waiting Line Management in a Large Pilgrimage Center in India Essay

This article documents an innovative approach to manage waiting line in the largest pilgrimage center in the world. By a judicious combination of process orientation and advances in Information Technology, the pilgrimage center’s management has been able to dramatically change the pilgrims waiting experience. The pilgrimage location under study is Tirumala located in Andhra Pradesh state in India. The number of visitors to this important location has been steadily increasing over time. As of 2011, the location attracted approximately 30 to 40 million visitors a year. The primary objective of a pilgrim visiting Tirumala is to have darshan of the principle deity in the temple. The secondary objectives include tonsure (shaving head as a mark of respect), offering donations, prasadam collection, thulabaram, arjitha seva (paid services), local sightseeing and shopping. The immense popularity of the temple and its location poses significant challenges to the management of the system. This temple is a tradition bound Institution. Therefore, some alternatives to resolve pilgrim waiting time are feasible and some are not. There are some hard constraints which may not stand the test of logic. The ability to manage the traffic volume is a function of processing rate (darshan duration) at the temple and darshan time available per day. This case study is an example of improving operational effectiveness by using formal management methods in addressing an important real life problem in an under researched area. This pilgrimage center is located in the extension of Western Ghats and is popularly known as Tirumala. It is considered to be the abode of Lord Vishnu in the form of Venkateswara. The temple is the richest pilgrimage center, after the Sree Padmanabhaswamy Temple in Thiruvananthapuram, Kerala, of any faith (at more than 50,000 crore) and the most-visited place of worship in the world. This center attracts a large number of visitors from all over the country irrespective of their caste, religion, belief, social status and professional affiliation. The temple is visited by about 50,000 to 100,000 pilgrims daily (30 to 40 million people annually on average), while on special occasions and festivals, like the annual Brahmotsavam, the number of pilgrims shoots up to 500,000, making it the most-visited holy place in the world. The temple is on Venkatadri (also known as Venkatachala or Venkata Hill), the seventh peak, and is also known as the â€Å"Temple of Seven Hills†. Venkatadri, the hillock residing place of Lord Venkateswara is probably one of the oldest religious institutions in India. It is known to exist for over a period of 2000 years. It has a recorded history of thousand years. Based on the recorded history, the rituals and daily routines in this sacred temple are being performed without a break for more than 1000 years. Over a period of time Venkatadri has evolved as an epicenter of Vaishnavism. Several prominent Hindu religious institutions either have established a presence in Venkatadri or have made this as place of their administrative headquarters. Today, Venkatadri is not only a religious institution, but it has also evolved as a social institution. It supports financially a group of thirty (higher) educational institutions. Its mission is to systematically promote the study of Vedas and Sanskrit literature. The temple also provides generous financial support for construction of similar temples (Venkateswara) elsewhere in the country. Over a period of 50 years, the number of visitors to the temple and the town has increased by eight fold. [I960(2 million), 1970(4 million), 1980(7 million), 1990(11 million), 2000(16 million), 2010(30 million)]. Such a huge traffic generates tremendous stress on the social and physical infrastructure of the temple down (Tirumala and Tirupati). Being a tradition bound organization, certain modifications (on procedure, layout etc.) are not acceptable. The devotees (exposed to modern social norms) who come to the temple expect a better service quality and shorter waiting time. Thus, the managerial challenge is to balance the tradition, operational efficiency and increasing pilgrim expectations. Activities in the temple and the town and their management need to be also seen from a religious perspective. There is a divine dispensation in the institution, which may not be tinkered with in whatever modification(s) that are made in the facilities redesign and management of activities. Methodology The product and its delivery Pilgrims from all over the country arrive in the temple town. Usually they reach the foothill which is known as Tirupati. The mode of transport is rail, road (public or private transport) and air. Having reached Tirupati, those who have their own transport directly proceed to Tirumala. Some spend a few hours in sightseeing and visiting other temples and religious locations in and around Tirupati. The distance between Tirupati and Tirumala is 19Kms. Andhra Pradesh State Road Transport Corporation (APSRTC) operates regular services between Tirumala and Tirupati. The round trip is about 2.5 hours including waiting time at both the boarding points. Having reached Tirumala, the pilgrims look for a suitable accommodation. There are about 5000 cottages owned and managed by TTD for pilgrim’s convenience. After (a brief) resting, pilgrims go for tonsure (there are 500 barbers who operate on a 3 shift basis; 15,000 tonsures are done in a day). The annual revenue from export of hair (from tonsure) is Rs. 100 million. Following tonsure pilgrims go for a wash and bath in the holy tank in the middle of the temple town and then join the queue for darshan. Some pilgrims on arrival at Tirumala directly join the darshan queue and after the darshan visit the tonsure centre, take a bath in the holy tank and departure to their place of residence. There are 32 waiting compartments to house pilgrims while they await darshan. The average capacity of these compartments is 500. About 17,000 pilgrims can be held in waiting at any time. The average waiting time for darshan can vary between 2-12 hours depending on the day and season. There is tremendous uncertainty as when darshan would happen. There is also anxiety as how long is the wait. There is no (accurate) information to the pilgrims on what is ahead. Because of the commitment to the pilgrimage process, individual pilgrims go through this tedious experience with reverence and patience. Finally on a FIFO basis, pilgrims arrive in front of the deity. The actual darshan lasts for about 1.5 to 2 seconds. However, the pilgrims can have a view of the deity from a distance of 30 meters from the main entrance. The travel time is about 45 seconds. Actually, the passage towards darshan admits a file of 6 or 7 columns of pilgrims to go through the darshan process simultaneously. After the darshan the pilgrims donate money at the Hundi, equivalent of donation box, located inside as well as outside the temple and then leave the temple premises. The Hundi collection is about Rs. 2000 million a year. Often, they stand in another queue to receive free laddu (there are several counters that sell laddu). Approximately, 75,000 laddus are sold in a day. In view of demand and supply gap, there is rationing and restrictions on how many laddus a pilgrim can buy. Tirumala Tirupati Devasthanam (TTD) the administrative agency in charge of this temple provides free meal to about 25,000 persons in a day. After receipt of laddu(s) and a meal, the pilgrim returns to his cottage or wait for a transport to go Tirupati and subsequently to his place of residence.

How to Become a Phlebotomist

How to Become a Phlebotomist Phlebotomists are allied health professionals who bravely do something that makes even the toughest among us squirm sometimes: taking blood. Not for the faint of heart (or, more specifically, those who faint at the sight of blood), phlebotomists play an essential role in testing, diagnosing, and treating patients. The Day-to-DayPhlebotomists work in a variety of different clinical settings: hospitals, private clinics, laboratories, community health centers, blood donation centers, nursing homes, and private care facilities. They are responsible for sterilizing and preparing all of the equipment used for drawing blood, and for the actual blood-drawing itself. And taking blood is their primary task, many phlebotomists also process other bodily samples for testing.Attention to detail is key- everything needs to be labeled correctly, and kept free of any kind of contamination. Phlebotomists are also responsible for their own safety, and protecting themselves and other patients from infec tions spread via blood, such as HIV or hepatitis. Phlebotomists also have the added challenge of working with some patients who are afraid of needles, so a good bedside manner (not to mention strategies for distracting uneasy patients from the needle stick) comes in handy, as well.Phlebotomists’ shifts vary depending on where they work, and may include unorthodox weekend or holiday hours.For more on what it’s like to be a phlebotomist, check out these videos:What’s It Like to Work as a Phlebotomist?My Job: PhlebotomistTo become a phlebotomist, you’ll need to complete at least a high school degree and a phlebotomy-specific training program from a community college or vocational school. Most employers also require that their phlebotomists pass the national certification exam. Some states also require that phlebotomists be licensed, so be sure to check your own state’s requirements. For more on the phlebotomist exam and certification process, visit th e National Phlebotomy Association.The PayPer the U.S. Bureau of Labor Statistics (BLS), phlebotomists earn a median salary of $30,670 per year, or $14.74 per hour.The OutlookLike many allied health career paths, phlebotomy is growing: the BLS expects it to grow by a healthy 25% by 2024. If you have the nerves of steel to wield a needle with confidence, it could be a great career path for you.

How To Talk To Prospects At Every Stage Of The Marketing Funnel

How To Talk To Prospects At Every Stage Of The Marketing Funnel A funnel is a way to visualize your prospects’ journey through the marketing and sales process. Figure out where in the funnel they are at from the unaware to the purchase stage. So, it’s time to put fun back into that funnel! Today, we’re talking to Emma Tupa, ’s marketing automation strategist. She shares how to create personas, find a voice, breakdown funnel stages, and change communication tactics. Marketers, do you know who you’re talking to? Create buyer personas collection of prospect characteristics based on research Ways to create buyer personas depending on the stage of your business Research and information lets you pinpoint your ideal customers and target them with specific messaging Find your tone and voice to input personality into copy and effectively communicate in the customers’ language Top of the Funnel or TOFU: Prospects in unaware or pain aware stage; use interesting and informational, but not intense content, to soft sell Middle of Funnel or MOFU: Prospects in the solution aware to product aware stages; content connects dots between the pain and the best solution for it Bottom of the Funnel or BOFU: Prospect are potentially purchase ready and in the most aware stage; content is geared to converting through calls to action Marketing is a science; involves reacting and re-engaging with prospects to get them down the funnel Differences between marketing and sales materials, including emails Links: G2 Crowd How to Map Content to the Marketing Funnel Autopilot Why Your Customer Is The Key To Skyrocketing Conversion Rates with Talia Wolf from Get UpLift Joanna Wiebe Kathryn Nyhus Write and send a review to receive a care package If you liked today’s show, please subscribe on iTunes to The Actionable Content Marketing Podcast! The podcast is also available on SoundCloud, Stitcher, and Google Play. Quotes by Emma Tupa: â€Å"That’s really the key creating your buyer personas. They’re crucial to figuring out who you’re actually talking to.† â€Å"Once you have all that information, you can really start to pinpoint your ideal customers and then start targeting them with specific messaging.† â€Å"Conversions to us are if a prospect is moving down the funnel, we consider that a conversion from stage to stage, not just if they become a customer.†

MARKETTING Essay Example | Topics and Well Written Essays - 250 words

MARKETTING - Essay Example The target market will focus on the demographic characteristics such as income of the potential customers as well as their location. The company aims at trading both locally and internationally in major cities in the world. The company aims at creating a position of quality and reliable product in the minds of the customers. By taking such positioning statements, the company will create a good identity and image in the minds of the customers. The company faces stiff competition in the market from other kitchen appliances providing companies and it is essential for the company to strategize on their positioning approaches. The company is going to reposition its products by adding more features to their toasters as compared to the current features. Moreover, the company is going to identify competing toasters in the market and try to adjust their products features to a level that the competing brands do not have. By repositioning the company products, the company will be able to set a unique identity in the customer’s minds. According to Trout and Rivkin (11) the business market is changing. Therefore companies need to come up with products that that reflect on how the minds of the customers opera te. By understanding the customers mind, the repositioning strategies will be easier to adapt and

Managerial Economics Week 6 Individual Work 1 Assignment

Managerial Economics Week 6 Individual Work 1 - Assignment Example However, the decision may be affecting passengers and the public. The policy of increasing charges luggage fees can increase revenues for airlines. U.S. airlines collected more than a billion dollars in baggage fees for overweight bags, or extra bags in 2008. The revenue was an increase of 148 percent from the previous year. From a managerial perspective, the decision by U.S airways to charge $25 luggage fees for first checked bags was the best decision for the airline. Fluctuating oil prices are a major constraint and limiting resources that affect decisions of most managers. Given the high operation costs for maintaining an airline firm in the market decision such as developing luggage fees may become beneficial to the airline. Managers in US airline decided to charge luggage fees as one of the best alternative to solve the problem of increased costs of oil and operational costs for the air travel. Airlines are companies meaning they need to make decisions that boost their revenues. Increases in revenues enable airlines to remain competitive in the industry. The increase in oil prices is an evident phenomenon all over the world. The world economy is also unstable. Volatility in oil prices and world economic downturn are some of the biggest challenges the airline industry has to face today. Increased o il prices and security costs are major reasons explaining operational losses for many passenger airline companies. It is because of such costs that airline companies such as US airway decide to implement revenue generating fees for services that traditionally were part of the air ticket prices. The fact that charging luggage fees in enraging passengers a lot raises many questions, for example, should the U.S. airway and other airline firms continue charging luggage fees or should they include the fees in the ticket price? While most passengers accepted

Interoffice memorandum Assignment Example | Topics and Well Written Essays - 500 words

Interoffice memorandum - Assignment Example Mr. Forest emphasized that the clients served from the Roanoke branch are vital to the overall success of Phoenix Advertising. In this regard, may I request the following team members to give me relevant information to address these issues: Executive Team Member Information Needed Mr. Frank Rodgers Profile of Personnel Resigning and Reasons Branch Manager, Human Resources What have been done to replace them? Roanoke, Virginia The number of creative talents in the Branch Compensation and Benefits Package Ms. Emily Smith Number of New and Current Accounts Manager, Advertising Projected Revenues and Time Frame Roanoke, Virginia for Completion Mr. Benjamin White Financial Statements of Phoenix Advertising Manager, Finance Compensation and Benefits Package The abovementioned team members are requested to forward the information needed tomorrow afternoon to me through a detailed report with clear alternative courses of action and proposed recommendations to address the identified dilemma.

Service Recovery In The Hotel Industry

Service Recovery In The Hotel Industry Abstract Aiming at the actuality that the article about service recovery in the hotel industry. Handling complaints, resolving problems, retain the customers and to avoid undesirable outcomes such as negative thinks of the customers for the services. Fortunately significant progress has been made in the hotel industry to service recovery in the last few years. This article based on the literature view, environment and marketing mix strategies to identify what changes has been made in the recent year of hotel industry to achieved maximum customer satisfaction level. We adopt marketing mix 7Ps in the service recovery and analysis what changes has been made in to minimize the service failure in the hotel industry. The confirmatory result shows that the scale service processes to better reliability and validity level, and the basic need of the customer services recovery expectation includes recovery attributes, service failure attributes and empowering employees for problem solution in the hotel industry. Introduction Hotel industry one of the fastest growing industry in the current scenario .The demand of hotel industry has been increase in recent time and now days tourists want highly specialized as well as customized services from hotel industry. In addition, competition in the field of hotel industry and tourism has always been extremely on top and it is always difficult for newcomers to adopt the new trends and demand their own market share. Therefore, Hotel industry professionals need to focus on offering better quality services at affordable prices for the customers. The main goal of the industry is to obtain customer satisfaction in terms of services and money and maintain stable relationship with customers in long term basis. Services recovery is the action that the services provider should adopt for the services failure (Gronroos,1988,p.10-13) Researches indicated that the service recovery could enhance customers perceptive value, satisfactory feeling, loyalty and credit, and the satisfactory service recovery is propitious to reduce customers conversion intention and fluidity (Bitner, 1990, Lewis, 2004, Cong, 2007). McColloughs service recovery paradox even pointed out that customers satisfaction after service recovery would exceed customers satisfaction without service failure, which more showed the importance of service recovery (Boshoff, 1999, P.236-249) However, Satisfying a customers is a very difficult job for any industry especially when it comes to services industry. Earlier studies have shown that consumers level of satisfaction is generally lower for the services than product (Andreasen Best,1977). When it comes for hotel industry, where customer want high level of services and personal interaction with many departments and services failure is sometimes difficult to avoid by the industry. Services recovery is a important marketing tool which provide a another chance for the hotel industry to satisfy the consumers demands. The outcomes of services recovery will strongly influence the customers opinion of the hotel industry. This essay focuses to identify and evaluate previous services recovery process with the current process in the hotel industry. It is also show that services recovery in the hotel industry has influence on the tourism and the images of a location. Furthermore, essay will show how the services recovery experience affects consumers behavior for hotel industry. Literature Review Services recovery The necessity for the service recovery is brought about by services failure. Services failure is define as those situations when the services fails to live up to the customers expectations (Michel,2001) or according to Maxham (2001), any services-related mishaps or problems (real and/or perceived) that occur during a consumers experience of the firm. Services recovery has all those actions which is taken by the a services provider in order to resolve the all problem that caused the services failure in the industry( Gronroos,1990) Agenda is not only to resolve the problems but try to find out the source of the problem. A good recovery will reduce customers negative aspect for the industry and increase the services quality level to meet customers expectation. However as Smith et al. (1999) state, service recovery includes situations in which a service failure occurs but no complaint is lodged by the customers (p. 359), it means services recovery also includes that situations where some time customer not able to expressed a complaint or discomfort but the services provider has to indentify or recognized the failure in their services and take initiated a recovery procedure. In addition, studies show very few unhappy or dissatisfied customers actually complain about the services. So its very important for the services recovery system to indentify the fault with in the process and rectified on time to betterment for hotel industry. However service recoverys major importance is increase customer satisfactions and makes long term relation with the customers. Customers satisfaction with the service recovery will directly affect on the customer intentions toward the industry and they will might be think about to repurchase and recommend the service provider for other customers. This is very important for the service industry in term of increase own and industry marker share. Justice Theory in service recovery Justice theory is majorly used in services recovery studies to help analyze customers perceive the entire recovery process. With the help of it we can identified which elements affect the customers image of the locations. In the terms of services industry, inputs can be defined as the costs (economic, time energy cost etc.) that is service failure in the industry and outcomes after process will services recovery tactics (e.g. cash refunds ,apology, replacement etc.) In addition customer will determine whether a recovery attempts was fair or not in terms of services recovery or they will satisfied with the changes has been done by the recovery system. There are three dimensions are :- à ¢Ã¢â€š ¬Ã‚ ¢ Distributive justice (focusing on the outcome of the recovery process) à ¢Ã¢â€š ¬Ã‚ ¢ Procedural justice (examining the process undertaken in order to arrive at the final outcome) à ¢Ã¢â€š ¬Ã‚ ¢ Interactional justice (referring to the manner in which the process is implemented and the customer is treated) (Hoffman et al., 2000; Tax, Brown Chandrashekaran, 1998) Image of the destination Image of the destinations is very important aspect in hotel industry and here we have to linkup between customers satisfactions with the services recovery and the image of the destinations. It is very new aspect in the services recovery process. In the current scenario destinations image is very important to increase the profit margin of the industry. For example any destinations where consumers get satisfied with the hotel services and all then defiantly he will going to share his experience about particular destinations and talk about the hotel services . That will generate more demand and more people get attracted to visit those locations. Lots studies measures that there is difference between the pre- trip and post -trip image of the destination. Some time its positive and some time negative. Post trip behavior Post trip behavior is important component of service recovery process. Its very useful for continues improvement in the services. Most of the services and especially hotel industry use that tool very effetely for example customer feedback form after service offered ,and always ready to take customer suggestion and opinion about their services. Its also important to retain the customers for the next time because find a new customer is very difficult and crucial task in hotel industry rather than continue with the same customers .If customers will be satisfied with the services then it might be possible they can bring few more customer for them. That is mouth publicity which is very useful and effective in marketing without investing money. Macro Environment Macro environment include the following element are Technological, Political, Economical, Social-Culture. It is also called PEST. For more precision the term PESTET is also used. Find here the PEST framework for the environment auditing in terms of the service recovery. What influence it has on the service recovery in hotel industry to achieved customer satisfaction. Hotel industry has to be consider all the factor before going to make any service recovery process. POLITICAL/LEGAL FACTORS: Legislative Structure Government and political stability Taxation Policies Pressure groups Monopolistic restrictions Political orientations Trade Union Power Environmental protection legislation Foreign trade legislations Employment legislation ECONOMIC FACTORS: Business Cycles Money Supply Inflation Rates Investment levels Unemployment Energy Costs GNP trends Patterns of ownership SOCIO-CULTURAL FACTORS: Demographics Lifestyles Educational Levels Social Mobility Attitudes Consumerism TECHNOLOGICAL FACTORS: Levels and focuses of government and industrial RD expenditure Speed of technology transfer Product Life Cycle Joint Ventures Technological Shift The (change)costs of technology Table 1.1 PEST frameworks for the environment auditing (Source: Wilson, R. M. and Gilligan, C.2003) Environment:- Green environment is very important factor when it come services industry or hotel industry. There has been so many changes happened in the last few years. In the recent time service recovery highly depend on the environment policy to provide customer satisfactions. In addition, consumer looking for environment free service to protect the environment and services recovery also use it as a tool to reduce service failure and create brand value in the market. Concept of STP After focusing on the environmental analysis, now we will discuss market related segmentations, Targets and Position of the industry. These are very important tools of the services recovery process to identified best strategies to come up with the failure. The following figure shows the eight stages of STP process. 1. Identify the current position, capabilities, objectives and constraints.. Situation Analysis 2. Identify the segmentation of variables and segment of the markets for their services 3. Develop profiles of each segment according to requirement Market Segmentation 4. Evaluate the potential and attractiveness of each segment and try to minimize the services failure. 5. Select the target segment(s). Market Targeting 6. Identify the positioning concept within each target segment in terms of customer satisfaction. 7. Select and develop the appropriate positioning concepts to achieved 100% services level. Product Positioning 8. Develop the marketing mix strategy for service recovery in the industry. The Marketing Mix Table 1.2 The eight stages of the segmentation, targeting and positioning process (Source: Wilson, R. M. and Gilligan, C. 1998) Marketing Mix Strategies:- Marketing mix is a very important tool of marketing and it is very helpful in the decision making process. Once we evaluate the industry services level and market scenario e.g. internal and external issue and segment the target market for a particular product, industry will think about their strategies to achieve the target and for that management need to design strategic plan to get enter the into the market by using marketing mix tool e.g. price place product and promotion to recover from the failure in services. 2.1 Elements of marketing mix There is still a debate about the how many elements involve in marketing mix. Mainly management focuses on four elements price, product, place and promotion. Service industry is also considering people, process and physical evidence because it is very important for them. Generally people know the 4-Ps of marketing. Which are acts as a guideline for a management to implement their marketing strategies for the company or the industry. According to Kotler et al. (1999) the mix is a set of controllable tactical marketing tools that the firm blends to produce the response it wants in the target market. 2.1.1 The 4-Ps of marketing mix The traditionally marketing mix contain of 4 major elements. But we will discuss 7-Ps of marketing Product: Product has to be categorized one is physical food that means tangible and other is intangible for illustration Automobile industry has car as a physical product which they can sell in the market and Hotel industry like Lemiridien they have service as a product which is intangible. Price: -This is more critical and difficult element of marketing mix and management has to put lots of efforts to finalize the product price especially in services industry. For every industry it will vary time to time and circumstances. The price of the product is made on the basis of three factors as shown in the figure below: Figure 1 Factors influencing pricing decisions by the managers (Source: Liao, M. 2005) Promotion: In the current scenario promotional activity is very important to increase the market share and make awareness about changes in the services. It shows the visible face of the industry and its products in front of customer. It creates awareness about the product in the consumer mind. These are the ways which are used by the industry to communicate with the target customer in present time. Advertising (TV, News Paper, Radio, Internet) Personal Selling Sponsorship Publicity Exhibitions Sales Promotion Point of Sales Place: This element plays major role when we discuss about services recovery in hotel industry. How effective they are connected with consumer and offer them their best deal in the market. People: Employees are the key assets of the organization and all business depends on the people. How well they are playing their role in the organization. Especially when we will discuss about the services industry. Service industry always tries to take feedback from the consumer about their employees services and give them training and motivation to improve their interpersonal skill to minimize services failure in the industry. Process: Process means proper system to do the things in plan way. Follow the roles and instruction and procedure by which the service is acquired. For illustration computer function means for any operation which is perform by computer goes through pre-define process and then result will be displayed on the screen. Every process has some steps. Physical evidence: It is shown that the physical appearance of the industry is to deliver their services to the consumer like hotel building, public hospitals and school colleges. These all are contain similar types of logo or design to specified company existence. Its very important for the services industry. Evaluate the influence of 7Ps in context of service recovery in hotel industry. After having an overview of marketing mix including environment analysis, now we have to discuss all contents in terms of service industry market strategy for service recovery. Product: In the service industry product are intangible and industry had made too many changes to recover from the service failure. Now industry has different range of product in the market to offer best quality of service and minimize the service failure in the industry. Industry introduces different range of service in their product to satisfied customer demand. Now days hotel have some entertainment zone for the relaxation of the customer. Price: After service failure in the hotel industry .Pricing is very important factor in service recovery process. Customer satisfaction highly depends on the price of the services and facility. Hotel industry has different price range to cover all segments with different range in service quality. It has all basic prices and customer has paid more to get additional features in the current service level. Company has to meet the competitors price and also offer some extra benefit to satisfied consumer like free food and transports etc. price is mostly depend on the what service they are offering for the customers and now hotel have different pricing strategies to attract more customers. Place: Place is very important aspect in terms of the service recovery for hotel industry as we discussed earlier image of the destination. Where we are operating and what services we are offering for the client. Some time industry didnt understand what they have to offer for the customers for their satisfaction. Now industry analyses shows its very important for the service industry to identify the locations and its service requirement in that destinations. Promotion: Its most important factor for in services recovery of hotel industry. Promotions offer and schemes play wider role to recover from the service failure earlier consumer dont know about the services of the hotel where customer going to stay. In the recent time, consumer become more active and aware about the services just because of the promotional activates and they knows what service they will receive. Now days industry has very strong promotional system in the world. With the help of this system industry easily transfer all information about destinations and their services with the different range of price. Customer know about new event, campaigning and promotional schemes. All results have an integrated marketing approach so that every employee of the industry could deliver the same image and services of the industry to achieve customer satisfaction with the service. In addition, some company has its call centres and informational centres to guide the customer about pro duct and its proper use. Most of the promotional budgets are spend in communicating towards advertising the product through Television, radio, press and internet. Hotel industry uses E-marketing tools to promote their new and existing service product in the market and try to improve their position in front of consumer and also have e-store facility, by which the customers could book the rooms and other service. People: People are most important part of services industry. Services industry highly depends on the people. Because there is no physical product and what ever they are charging its totally based on what services level they are offering for their customer. Earlier most of the services failure comes from here and most of the dissatisfaction in the industry based on the people behaviour on job. Now industries have better option to hire highly skills employees. so they know how to satisfied customer and how to meet their requirement. Process:- Process of hotel industry has been totally changed in the recent years. Now industry become more professional and qualifies. They know what customer wants and how to deliver it to achieved 100% customer satisfaction. Industry has standard process to fulfil the customer demand and minimize services failure with in the industry. Physical Evidence: Physical evidence is very important for any industry but its quite difficult to understand in the hotel industry. Because of there is no tangible product so industry not able to show what will the offer for the customer .But in the recent time hotel can show their services for the customers what they will offer and what facility they have for the customers . Evaluate effective marketing strategies for services recovery in hotel industry. Product Strategies:-The hotel industry has variety of right mix product for every market segment with best feature and services. Now days hotel industry has very focused segmentation e.g. lower to upper range product and services according to that. They have target audience and positioning strategies. Industry has flexible product so if a customer wants to add some services in existing facility then they can add on few package in that. Such kind of strategies easily satisfied the customer requirement. Promotional strategies:- Hotel industry profit more depend on the promotions strategies as compare to earlier time and its very important tool of recovery and generate maximum profit from the market. Internet play wider role in to promote hotel industry through out the world customer can book the room in advance and they have all information about the locations and services which will they get in the hotel .Internet easily transform information to customers. Hotel industry is spending million of dollars to increase the market value with the help of promotional scheme. All hotels provide all the details about their product and services on their company official website and also highlights the best feature about the product. Process: Hotel industry is one of the best industries in the world. Service recovery in the process also has been changed a lot. In the recent years industry become more professional and structured. They follow its own process to meet customer demand and satisfied them with services. Conclusion: In this article, we are tried to find service recovery in hotel industry on the basis of marketing mix. Where they are change their strategies to achieve customer satisfaction and come up with the failure which happened earlier in the market. The article use marketing mix approach to identify the market scenario and fault in the market in terms of services and where they made changes to recover from the failure. This model intended to expand the impact of 7Ps on the services recovery from the service provider. Putting the article into the practice its shows service provider made so many changes to recover from loses in the industry in terms of marketing afford and strategies. After analysis of marketing mix model in hotel industry its clearly show that industry had too many changes to become more profitable industry. Now it has more flexible service product in the market and trying to become more flexible as per the customer demand. Industry also effectively using technology to achie ved their target and objective. However service industry dont have physical product which they can show to the customer so they have to more effective and fast service offer for the customer to take positive feedback from the customers. In addition, industry also takes responsibility to build a strong image of the destination so that it attracts other customer to visit there. Hotel services in very important to maintain the positive image of the destination. 7 Ps of marketing is very effective to evaluate the service of the hotel industry. Where promotions activities is more important factor to improve the service level and differentiate between earlier and existing service in the industry. Hotel industry introduces some other new service to improve customer satisfaction. Therefore, in this article we discuss about the changes in service level people role in the system and how well they are involve to improve the service of the hotel industry in order to customer satisfaction and increase the profit margin. .