c) The unique nature of the Singapore Zoo as a service product.

c)    The unique nature of the Singapore Zoo as a service product.

 

1.    The staffs involved in producing and delivering the product are part of the product itself.

The staff played an important role in the service and delivery of the product. As the staff’s attitude, behavior and appearance affects how the products are perceived by the customers. The staff’s first impression counts as the customers are directly exposed to the strengths and weaknesses of the staffs at the Singapore Zoo. When I went to the Singapore Zoo, my first impression of the staffs there was good, as they were all very polite, friendly and helpful when I asked around for directions in the Zoo. They were all dressed very neatly and they welcomed each visitor with big smiles on their faces.

 

2.    The customers themselves are involved in the production process.

The product reflects on the customers’ own attitudes, expectations and experiences. The visitors were all very enthusiastic and excited when they saw the different types of animals featured in the Singapore Zoo, especially when the visitors attended the animal shows and feeding sessions. The Singapore Zoo was very spacious although there were a lot of people there but there wasn’t a need to push or shove people around to walk around and see the animals. I would say that the visitors were very satisfied and they had a pleasant experience at the Zoo. Thus, this would make the customers want to go back and visit the Zoo again. 

3.    The service product is not standardized.

The product is changing all the time reflecting the relationship between the service, the deliverer, the customer and the resources on which the product is based. As each customer has their own perceptions, preferences and interests and the staff has to adapt and deal with the different situations they are facing in order to satisfy the customers. An example would be the weather, as the weather is unpredictable. When it rains, it would disrupt the animal shows and feeding sessions so the staffs would have to cancel some of the shows and inform the visitors. Thus, the service product in Singapore Zoo is not standardized.

4.    The product is perishable, cannot be stored.

The Singapore Zoo encourages visitors to book their tickets online so that they do not have to queue up and wait to buy their entry tickets to the Zoo. The Zoo also offers discount rates when you buy the tickets online during their promotional periods. There are packages available so that customers could also visit other attractions in the same day such as the River Safari, Jurong Bird Park and Night Safari. Since the child rates for the Singapore Zoo are much cheaper, this would encourage families with young children to go to the Singapore Zoo. Thus, it is more convenient for families to book their entry tickets online to avoid wasting time and having to entertain their children when queuing.

 

5.    There is no tangible product to carry home.

The visitors are unable to bring home any tangible products, except for the souvenirs and merchandise sold at the Singapore Zoo. The visitors could bring back the memories and experience at the Zoo which is affected by the customer services, good impression of the staffs and attraction. The customer’s feedback, testimony, word of mouth could affect the Zoo’s business because if the visitors are not satisfied with the service in the Zoo, there would be bad reviews and this will affect other visitors because they might not want to visit the Zoo. Therefore the services and staff’s performance is important as it affects the customer’s experience and satisfaction at the Singapore Zoo.

6.    The surroundings of the service delivery process are a feature of the service.

The Singapore Zoo has been known for having among the most beautiful wildlife park settings in the world, where animals roam freely in open and naturalistic habitats. The environment of the Singapore Zoo is quite spacious and large enough to contain many visitors. Even though it was crowded and packed, there wasn’t a need to squeeze and push one another while walking around the Zoo. The surroundings and scenery totally suits the whole atmosphere of the Zoo as it had a jungle feel, as if we were walking in a jungle filled with animals. It is much different from the city life that we face in our daily lives but the Zoo was surrounded with nature and animals. Sometimes it is good to just take a break from the busy city life and just relax and go outdoors to enjoy the fresh air. Therefore, the surroundings and environment plays an important role in giving off a good atmosphere of the Singapore Zoo.

 

What are the challenges faced by Singapore Zoo?

The challenge faced by the Singapore Zoo is the weather. Whenever it rains the staffs would have to cancel most of the animal shows and feeding sessions. Since the Zoo is mostly outdoors, visitors would have to carry umbrellas and walk around to see the animals. Thus, causing inconvenience to the visitors and there would be a loss in making revenue.