Service Recovery Module Note Online Case Study Solution

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Service Recovery Module Note Case Study Solution and Analysis


NASCAR (National Association for Stock Automobile Car Racing) is an organization performing series of Stock Cars and truck racing in United States and acting as an approving body for driving the rules for Stock Automobile Racing. 2) Stock Car Racing by NASCAR is the second biggest spectator sport, with greatest number of sponsors. 1) The other sources of earnings for Service Recovery Module Note Case Study Analysis consists of; 10% of the total profits from tv rights, approving costs i.e. $1-2 million per race, and licencing NASCAR brand name to business.

NASCAR has a closed business culture with the non-interventionist technique. This non collective technique brings stress in the sport. The structure of Automobile of Tomorrow by Service Recovery Module Note Case Study Analysis, with an intention of safety for the chauffeurs, brought numerous stress among the stakeholders of the sport.
Executive Summary
The interaction audit, performed in 2010, revealed that in spite of the fact that the organisation highly rely on the communications between its stakeholders, there was no identifiable organisation communication strategy. (

The audit pointed out different doing not have of NASCAR in regards to lack of internal combination, absence of fan management method and lack of digital and social media of marketing. The company has complicated environment with independent tracks, teams and drivers. This structure with closed business culture bring different difficulties in speeding up a modification. Other partners in ecosystem includes the media networks i.e. television and radio, and business marketers.

Service Recovery Module Note Case Study Solution audiences was highly faithful to the sport and the brands connected with the NASCAR, making it appealing for sponsors and business online marketers.

Issue Declaration.

The company is currently facing the problem of decreasing rates of presence at racing tracks and rates of tv audiences. This can put a significant effect on its incomes from sponsors, media rights, and from other sources of income.

Situational Analysis.

The company was quite effective till 2005 with its traditional marketing techniques, however soon after 2005 the business begins facing different issues consisting of decrease of its fan base. Several external as well as internal elements are accountable for the decrease. Internal aspects consist of; insufficient investment in social networks and other digital medias of.

Fan base of NASCAR made up of married males with an average age of 47, which passes their fandom to their youngsters and develop generational commitment. Other challenges for NASCAR consists of the shift of its fans to other sports as they were enhancing their fan's experience permitting access to their broadcasts out of the homes through jumbo turns, Wi-Fi access, and so on.

SWOT Analysis.


NASCAR core competencies includes it has rights of determining guidelines as sanctioning body. Regulations and rules regarding professional stock cars and truck racing are dictated by NASCAR like if any team with needed abilities and resources can get in into races by following rules and regulations determined by NASCAR. All the events of NASCAR are sponsored by corporates since of greatest brand loyalty of fans toward brands promoted by Service Recovery Module Note Case Study Help.

Weak points.

Weak points of NASCAR includes its close culture which is non collaborative. Service Recovery Module Note Case Study Solution develops Car of Tomorrow without cooperation so result is that drivers did not like that concept. It was likewise found that NASCAR had no effective strategy for business interaction.
Porter's 5 Forces Analysis

Opportunities in SWOT analysis are external factors which can be favourable to company or the external aspects on which company is having competitive benefit. NASCAR normally used to depend on conventional media sources like regional newspaper for publicity of its sports. Normally these standard media sources try to cover their house team and particular kind of events. NASCAR also came to know from these conventional media outlets that sport was tough to cover. Media landscape also changed from conventional to digital landscape. Papers went out of business. NASCAR can deal with its capabilities to get maximum possible gain from this brand-new digital landscape. NASCAR have underinvestment in digital resources. It can capitalize in social and digital media to get its advantages. Digital rights of NASCAR were also sold to Turner Sports. NASCAR utilized to earn money check of around $15 million annually from Turner Sports. There are variety of cons behind this offer. For instance Service Recovery Module Note Case Study Help needed to get approval from Turner Sport if it want to create its Facebook page, twitter account or perhaps mobile application. Turner Sport likewise had rights of each and every single video which is shoot during race at track. If media sources like newspapers, magazines and cable channels wish to post videos of races on their particular pages then they are required to pay licensing charges to Turner Sport. So NASCAR can deal with conditions and try to negotiate with Turner Sports to get maximum advantages of it. Star power plays extremely essential role in producing revenues from every sport. It was noted that NASCAR is lagging in this location i.e. star power. When sports fans were asked concerning popular celebrities and stars then NASCAR chauffeur was not discovered even in leading twenty actions. So NASCAR can put efforts in this area too for income generation. They should direct their drivers that how they can become sport stars. 4 strategic focuses which are produced by research team can also be acted as opportunity for NESCAR. These four strategic focuses compares and analysis Service Recovery Module Note Case Study Help techniques.


Economic down turn was experienced in late 2000 which can be danger for NASCAR since if there is economic down turn then individuals would be having less return on investment. Economic down turn also results in increase fuel rates which likewise impacted NASCAR. Now if NASCAR make substantial investments in brand-new segments which are based on new customers then it may face unfavorable comments from its core fan base.

Porter's 5 Forces Analysis

It is important to comprehend market in which company is working because NASCAR's bottom line i.e. net earnings is heavily depends on this. There are 5 forces that are utilized to recognize success, strength and appearance of NASCAR business.

Competitive Competition

These drivers can go against NASCAR if they got better chance in terms of prizes and television exposure. If viewers enjoy other race vehicles and motorists more than NASCAR then audiences can shift to those other interesting cars and trucks and drivers. NASCAR might be having risk from its two direct competitors that is Formula 1 and Moto GP.
Swot Analysis
Provider Power

The provider power suggests the number of suppliers are offered in market and what is the expense associated with provider if company shifts from one supplier to another. Because motorists with required skills and resources are limited, in this market there is supply monopoly.

Buyer Power

In the case of NASCAR customers are its viewers. Viewers can change to other competitors easily since viewers will having low changing cost.

Hazard of Substitution

Replacements are referred as alternatives. The alternatives in this case can be other entertainment means like viewers can move to other sports. There are wide variety of substitutes are readily available in this situation which recommends that risk of alternative is high.

Threat of New Entry

It is specified as how it is easy for any company to enter in that particular market. When it comes to Service Recovery Module Note Case Study Solution danger of new entry is low. Due to the fact that if any business requires to enter in this company than they need to make heavy investments. They need to develop cars and racing tracks and likewise needs to pay significant total up to motorists for changing.

PESTEL Analysis


As NASCAR is working in various markets so it requires to deal with different regulations. It is also noted that NASCAR has actually dealt with increased analysis concerning regulatory. Every government has different top priority so NASCAR has actually to be prepared for it as concern can be shifted to other sector.


Economic aspects consists of tax rate, currency exchange rate, financial efficiency of that specific company, conditions of labour market, inflation rate and so on. Fortunes of the NASCAR and its competitors can be impacted if there is federal government intervention in the marketing and sales sector. NASCAR can take advantage of capabilities of workers to produce brand-new opportunities and improve existing opportunities.


Every society is different from each other. Each has various social worths and norms. It assists in understanding concerning society and preference of consumers. Social factors includes customs, culture, mindsets towards particular services and products, demographics, norms, interests etc. It can be concluded that marketing through other ways instead of standard (i.e. newspaper) can be chosen in this society.


In this case of NASCAR it can be kept in mind that companies are heavily investing for research and advancement. NASCAR must likewise work on its media rights policy with Turner Broadcasting System.

Vrio Analysis
Because every nation has different legal terms and conditions, Legal plays an important function in every nation. Service Recovery Module Note Case Study Analysis requires to be make certain that they protect their legal rights in every county so any company does not hurt to its legal rights.


Environmental elements are likewise crucial for every service. NASCAR needs to make sure that its cars and trucks are not producing contamination more than acceptable level.

7 P's of Marketing


The products of Service Recovery Module Note Case Study Analysis in its item portfolio are; racing occasions tickets, racing tracks, sponsor's marketing, media rights, licencing NASCAR brand, approving guidelines for races and ad-space to business online marketers throughout broadcast of NASCAR races. (Hanlon, 2018).


Rates strategy of NASCAR for its race occasions tickets is based upon the place and significance of the racing occasions. Together with race events tickets, NASCAR likewise charge various service charge to its stakeholders and earns income. It charged sanctioning charges of $1-2 million per race on average in 2005.


Advertising strategy of Service Recovery Module Note Case Study Analysis is highly based upon its fan base. A strong fan base share its fandom with others and increase the variety of audiences for NASCAR races. However, the business is not totally relied upon its fan base for its promotion and promote through local radio stations too. The company has likewise adopted the merchandising media of promo, in which the business sells merchandises with its logo design.


NASCAR have its racing tracks in various cities in United States. The most essential tracks of NASCAR consists of Atlanta Motor Speedway in Georgia, Automobile Club Speedway in California and Darlington Raceway in South Carolina. It attempts to conduct its races in most of the cities in United States to comprehend across the country popularity.


Nestle people method is comprised of supplying much better experience to its viewers, its fan base and to all of its stakeholders. People are an essential element of Service Recovery Module Note Case Study Help A marketing technique as its occasions are the source of entertainment for crowd. Its individuals strategy consists of efforts to supply better experience to its Fans, Race Drivers, Crew, Event Organizers etc., all of which come under people technique of NASCAR.


A number of business procedures are required to carry out racing occasions in an effective way. These procedures include; appropriate schedule of time, arrangement for viewers, selling tickets, plan of area for sponsors, handling logistics and so on. These all procedures contribute I developing NASCAR image, enhancing viewers experience and increasing fan base.

Physical Evidence.

Crucial physical proofs for the NASCAR includes the existence of its racing tracks, stock automobiles and racing events. In addition to it, its merchandising brands consisting of tee shirts, caps, goodies and so on, likewise serve as a physical evidence for NASCAR.

Product Life Process Evaluation.

The racing events by Service Recovery Module Note Case Study Solution was presented on June 19, 1949. The very first race was held at Charlotte Speedway in North Carolina. There were about 13000 fans present in the race. At the first stage competitors for NASCAR was low, as the competitors drove the cars and trucks comparable to the vehicles driven by common people.


The first NASCAR based track, particularly the Darlington Raceway track, was initiated in 1950 in South Carolina. After the development of racing tracks the business moved towards transmitting its races on tv in 1979.

In 1972, William France Jr., ended up being the president of NASCAR and n about 3 years, he transformed NASCAR from a regional Sport popular company into one with worldwide fan base. He started a brand-new period of profitable sponsorships and tv contracts for NASCAR.


The maturity period for NASCAR began with the efforts of William France Jr., with the business having large range of earnings sources. The business has about 500 sponsors with broadcasting its events in about 150 nations. The business has a great deal of tracks in most of the cities of United States.


The major causes of decline include the monetary crisis of 2008, which increased the expense of showing up at tracks for audiences due to increasing fuel costs, and the moving of its fan base towards other sports.

Market Division.

The marketplace division of Service Recovery Module Note Case Study Help can be divided into four sectors; Geographic, Demographic, Psychographic and Behavioural. (Dutta, 2018).


The geographical segmentation of Service Recovery Module Note Case Help is based upon the geographical existence of its tracks in various states and cities in United States, and the television broadcasting of its events in various countries. The company has 23 tracks in about 20 states of America and has television broadcast through various Medias i.e. TNT, ESPN, ABC and Fox, in about 150 countries.This vast geographical division offers the company local as well as worldwide fan base.


The group segmentation of Service Recovery Module Note Case Study Help is also highlydiverse based upon the gender, income and age of the customer. To increase the market segment of its market NASCAR should revise its marketing strategies to attract more age groups and lower its prices to enter in the market sector with a low average earnings.


NASCAR has a fan base with a loyalty. NASCAR fans view it compulsive to buy tickets and see the races when in a week. NASCAR has actually attempted to increase the quality of its racing by presenting phase racing, they likewise have actually attempted to lower rates and make the event more hassle-free by introducing live racing.


Behavioural division of NASCAR is based upon the behaviour of fans in terms of seeing the race live on the television or by going in the events. Currently, the fans choice is towards enjoying the race at house on tv rather than going, as the client experience at NASCAR tracks is not favourable as well as pricey.

Target audience.


One of the potential target audience of Service Recovery Module Note Case Study Help was Hispanics; the young and growing population of United States. The marketplace section has fantastic prospective for NASCAR as the population was growing at a greater rate and it was anticipated to end up being thrice after forty years and the section has increasing wealth rate with about $1 trillion of wealth in 2014. The segment reveals affinity with cars and truck culture, however require a more concentrated marketing towards inviting the section towards racing.


Kids are also one of the prospective target market section for NASCAR, as they are more connected socially than other groups. Vehicle racing video games established by Service Recovery Module Note Case Study Help can be a prospective source of acquiring attention of kids towards NASCAR track racing. NASCAR requires more attention towards personalizing and improving its digital functions to draw in the kids target market.

This substantial expenditure makes the sector potential for NASCAR marketing technique of increasing its fan base. The market section considers NASCAR as a company lacking in developing a multiculturalism atmosphere. NASCAR must take different actions to enhance the experience of Generation Y consumers in its occasions.

5 C's of Marketing

5 C's of marketing assists in taking choices relating to marketing.


It requires to make PESTLE analysis in order to understand environment or context in which NASCAR is working. PESTLE represents political, financial, social, technical, environmental and legal and is stated above.


Service Recovery Module Note Case Study Help is an automobile racing company with having USP of high quality auto racing with a worldwide structure. Its sector is sports team and occasions.


Collaborations consists of suppliers, suppliers and alliances of NASCAR. NASCAR utilized to get pay check of around $15 million every year from Turner Sports. NASCAR had to get approval from Turner Sport if it want to develop its Facebook page, twitter account or even mobile application.


The client of Service Recovery Module Note Case Study Analysis are its viewers. They target clients with having age of 15-60 years. Fan base of NASCAR comprised of married males with a typical age of 47, which passes their fandom to their youngsters and develop generational loyalty.


The direct competitors of NASCAR are Formula 1 and Moto GP. Groups usually represents sponsors in NASCAR and the medium of advertising is motorists. Therefore it can be stated that drivers and race cars and trucks are competitors. These chauffeurs can break Service Recovery Module Note Case Study Solution if they improved opportunity in regards to prizes and television direct exposure.

Marketing Methods.

1. Establishing and Keeping Facebook Page.
One of the potential target markets sectors for NASCAR is Hispanics which is the growing population sector of U.S.A. but sadly NASCAR had actually been not able to bring in the this targeted sector. It ought to establish a Facebook page containing the details regarding the races and the locations of tracks to make the consumer informative about the core operations of NASCAR.
2. Developing and Updating Accounts of Secret Drivers.
NASCAR motorists has a low star power as compare to gamers of other sports. Its ranks 7th in regards to star power (see Case Exhibit). The major factor behind it is that, the racers mainly play in teams and are unable to construct an essential account and keep a close contact with fans. The bad contacts with fans lead to less attraction of viewers towards the racers and a low star power. Star power is an important element for drawing in audiences towards tracks and towards tv. The star power for the motorists at NASCARA might be improved by developing and updating accounts of essential drivers by NASCARA itself. This would get rid of the requirement of requiring drivers to keep their accounts and would result in increasing fans attention towards NASCARA drivers.
3. Developing New Games and enhancing current video games for kids.
In order to bring in these kids, NASCARA should improve its current racing video games by presenting modification in the automobiles i.e. changing colours, choice of speed, presenting group racing in the video game, using better graphics related to the racing tracks and presenting numerous levels in the game. All these modifications in the present game would provide much better experience to kids.
In addition to it, NASCAR must also construct new video games associated with racing like kids racing with kids characters as drivers, animation racing with racing between various animation characters with a choice of choosing the preferred animation character for the kids. These techniques would allow the business to draw in among its potential target sections.
4. Presenting multiculturalism at occasions.
Service Recovery Module Note Case Study Help events are consisted of fans with extremely few multiculturalism, due to expense of arrival in occasions, making it unappealing for the consumers viewing sport occasions as get-togethers i.e. Generation Y clients. As the Generation Y consumers are a potential target audience for NASCAR, for that reason the company should take specific steps to attract this possible target market. It ought to embrace strategies to attract the clients far from the tracks place with various culture. The method to do so could be supplying unique discount rates on tickets or totally free tickets to audiences originating from a particular distance or from another state. It would increase multiculturalism of the fans and would make Generation Y customers more pleased.
5. Improving Client Experience at Tracks.
Service Recovery Module Note Case Study Solution should deal with facilities and features at tracks due to the fact that on the race day viewers got disappointed. Due to the fact that in very same market other business are supplying better services than NASCAR, audiences have numerous expectations from Service Recovery Module Note Case Study Help. IF NASCAR do not deal with this issue then its fans might moved to its competitors. According to fans there were not adequate centers were available as compare to other sports service providers. NASCAR should make sure that it offer appropriate facilities that consists of cleaned up bathrooms, comfortable seating arrangement. They must also provide WIFI services and availability of charge card throughout that track. It needs to be likewise make sure that there are enough jumbo turns put at all required places. There must be also food stalls that provide quality food to viewers. In this way viewers will be having enjoyable experience at the day of occasion. (See Appendix B).

Marketing Budget

Marketing budget plan made on the basis of the above strategies for the period of 5 years from 2011 to 2015, reveals the cost related data for the marketing techniques. It can be seen that technique 5 of improving consumer experience at tracks would need highest preliminary financial investment and cost and method 4 of introducing multiculturalism will require lowest preliminary investment with most affordable further per year cost.
KEEP IN MIND: The worths about cost are presumed on reasonable basis due the absence of figures and realities related to cost in the case study. Inflation rate of United States is assumed to be 10%.

On the basis of deep analysis of the external and internal elements of Service Recovery Module Note Case Study Solution causing the decline of tv viewership rate and presence rate at tracks, the above marketing methods are suggested to NASCAR to increase its fan base in long run. These methods would handle internal aspects like poor consumer experience at tracks, insufficient social media marketing, incapable digital medias like games, absence of culturalisms at tracks and so on, in addition to with external aspects like moving of fans towards other sports, demographical changes in America and altering domesticity styles.