Unique Nature of the attraction as an service product

Hi Ashley, i miss you so much! :( Hope all my previous posts are able to help you understand a little :) Today i will continue and talk to you further more about POLW service products:)

The Service Product of an attraction is defined as when staffs are involved in producing and delivering the product. It is also based on the attitudes, behaviors and appearance of staff during the moment of truth, which will give an impact on customer’s perception. This is also when the customer is able to see directly the strength and weaknesses of the staff. All an attraction product would be all about the experience that a customer would receive. Therefor in Ports of Lost Wonder,  the unique nature of the attraction as a service product would be differentiated on the three service characteristics which is Intangibility, Inseparability and Variability.

Not only that, the uniqueness nature of this attraction would be based on the three characteristics, POLW is also an attraction that can hold events such as corporate events and not only a theme park. Additionally, they also help customers to hold birthday events as well. Like an example would be, POLW also help customers to hold events such as corporate events or birthday events. Customers will be able to have their events held at POLW unique venue, which is known as the celebration island. They also help to organize birthday parties and promise to allow their customers to have an unforgettable party experience with birthday party packages that they have planned.  There are two types of birthday packages that customers could choose from. The first birthday package would be when the birthday party packages comes in different themes for the customers to choose from. The themes, which the customer would be able to choose from, will be pirates on adventure, sweet princess or either hawallian aloha. The other package would the wet and wild party package with party games. In the each of the different packages, they would include one hour of bubble party for children and parents, fun and exciting party games and much more. The cost of the party packages, which is also inclusive of the use of the celebration island, ranges about $899++ for the themes type of package and the wild and wet package would cost about $1300++. Some of the corporate events where the corporate company would book the whole area would cost about $10,000 while another $10,000 would be paid for food. However, the cost would also depend based on individual parties.

 Below here are a few pictures on how the birthday events are held at the celebration island!:)

POLW is an Intangible attraction. The reason is because it is an attraction that gives people experiences, atmosphere, service and attitude of the staffs. Just like other  services, POLW could not allow people to feel and consumed it until it has been purchased. In a sense, the target market would not be able to experience what POLW gives until they have bought the admission tickets and go in and enjoy those activities that the attraction had provided. Additionally, since it is also an intangible product, the attraction focuses a lot in taking care of customer’s needs and staffs attitudes and behaviors. At POLW, the staffs provide satisfaction services, like for example, the restaurant at POLW known as port belly would be willing to prepare and dish out halal food for the Malay customers. Apart from that, you do not need to consume the food only at the restaurant, you are able to eat anywhere in the area. Customers would just have to order the food, and POLW staffs would deliver up to you. During activity time, the staffs will also help you to entertain the kids and you could relax yourself easier as you will know your kids are guardian by another person and are in good hands.  This shows that the staffs at POLW are willing to go to a certain extend to provide custom. er satisfaction.

Secondly, because of this inseparability characteristics, customers usually have a strong expectation on how a service is deliver and thus if expectations are not met, it would be easily disappointing them. A customer usually differentiates based on the service delivery elements such as staff attitudes, staff appearance etc. Therefor, POLW have ensured to provide customer satisfaction by having very tight securities located in POLW.They also make sure that their own staffs are well prepared by having all staffs to be first aid trained , so therefore when anything accidents happen, they will be able to help to save the kid. Another criteria before they hire their staffs would be that, the staffs have to enjoy communicating and socializing in playing with children. By having all this instilled in their staffs, POLW will have an easier way to satisfy their customers and gain trust from their customers.

The last characteristics would be Variability. Variability is when customers judges based on  the quality of service that is provided . Who will be the one providing this service, how is it being provided, when is it being provided etc. POLW has decided to improve their service skills, by developing a long term relationship with existing customers. One of the ways which POLW did was giving each kid a port pass where they could continue and accumulate the stamps next time when they are back. This helps to promote re visitorship. By providing all the satisfactory services towards the customers, they also help to build trust and would give them a memorable experience. 

Hope my entry helps you to understand POLW further. :)

Lots more of interesting entries coming up ! Take care :)