Service Mktg

Answer 3:

The KE receives many applications for position of drivers but the directors first look when selecting driver is the type of person he/she is, they must be fun, young and adventurous, outgoing personality so showoff New Zealand and also the most important diving experience to be a safe driver.

It's too hard to drive KE bus as the drivers have much more responsibilities rather than driving i.e. Safely drive 40 people around NZ.

The responsibilities of drivers includes providing information and booking accommodation for passengers every night and also listening and responding to customer complaints. Organizing group meals and different activities and cleaning of bus and also maintenance checks of the bus.

The drivers also require filling survey for whole day at the end of each trip. Driver's enthusiasm, knowledge and personality will have a huge impact on customer's perspective of quality of the trip.

From above all we can clearly say that the drivers are single most important to KE. Also Neil Geddes states that drivers are single most important asset the KE possesses.

CUSTOMER/ PAASENGERS

The drivers encourages social interaction between the customers on the bus which enables different customers to meet each other and bonds with friendship among them shelves. This increases positive experiences on passengers on bus, which should positively impact on the impression that customers have of overall KE trip. The drivers of KE are trained to notice any passengers on the bus who are affecting their services that other passengers are receiving and then the drivers will take an appropriate action.

KE drivers have remained the most important people in KE company since the beginning of operations, and they are confident that their selection process and annual drivers training trip selects only the best candidates for the task. The drivers provide passengers with a realistic impression of country, giving passengers good honest commentary, whilst providing passengers with endless entertainment along the way. If passenger need advice on accommodation, or guidance on many of free activities along the way then the driver will help out.

Market research also showed that interaction between the customers on the bus is important part of a KE trip.

This is how the KE manage the drivers to maintain or increase their effectiveness.

* Lovelock, C.H., Patterson, P.G.,