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About Tourism Services : Intangible : cannot be placed in inventories Highly perishable : lose their value with the passage of time Services, where actions are performed by one person on behalf of another : ticket reservation. Delivering Quality Tourism Services
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In tourism, these two words are inseparable Market full of tourism suppliers Increasing competition Quality is crucial What is quality? Tourism & Quality
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Quality = Excellence ? Form of measurement, like a thermometer We talk of high, bad, good or poor quality Quality is objective: room size / arriving on time Quality is subjective: people have different values → Quality is not always excellence → Quality is always important. Why? Defining Quality
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When people believe that a product is superior in quality, they are ready to pay higher price Superior quality can generate brand-loyal customers. These customers will accept no substitutes, will not respond to competitor’s promotion Superior quality can lead to increase market share. Quality is Important Because...
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Actual Service > Expectations = “Delighted” Actual Service < Expectations = “Dissatisfied” Actual Service = Expectations = “Just Satisfied”. Satisfaction Equation
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Quality in Service > Expectations = “Delighted” Studies show that delighted guest: Spread a positive word-of-mouth Spend more money Don’t pay attention to competition advertising What is expectation? Delighted Customers
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Word of mouth Personal needs or desire Past experience Marketing communication What is quality? People Develop Expectations in 4 Ways
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Tangible, physical aspect: Buiding, equipment, uniform, employee, signs & communication material Reliability, ability to provide by the personnel a service accurately & consistently Responsiveness, involve willingness to help guests Assurance: How Professional, Trained, Trustable, Knowledgable Empathy: How to Recognize a guest, understand, care about the guest, even anticipate de guest need, how to make a guest someone special. 5 Dimensions When Judging Quality in Service
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Encouraging employee to deliver value and quality, at all level Develop employee commitment, innovation Create a workplace where everyone is motivated to excel and cares about organizational success How? Organizational Excellence
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Effective recruitment selection Training program Team-building program Organizational Excellence
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