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Tourism Part 2: Process, Problems, and Solutions Som Karamchetty 10816 Terrier Court Columbia, MD 21044 [email protected] 7 October, 2000 - 9 February, 2003 touristpart2.ppt

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Tourism Part 2: Process, Problems, and Solutions

Som Karamchetty

10816 Terrier Court

Columbia, MD 21044

[email protected]

7 October, 2000 - 9 February, 2003

SK

touristpart2.ppt


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In Part 1, we defined and analyzed Tourism.Now, in Part 2, you will see what a country has to do to benefit from it.

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touristpart2.ppt


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Let us recap some items first.

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Reference: http://www.icann.org/tlds/travel1/sectionc2.htm


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Providers in Travel & Tourism

The Travel & Tourism Industry consists of

vendors/suppliers who aim to support and/or

provide the end customer with enjoyable and

memorable experiences.

SK

Reference: http://www.icann.org/tlds/travel1/sectionc2.htm


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Travel & Tourism Trends

Increased competition through globalization (new players

coming from abroad)

Through deregulation (competitors coming from other industries)

Changing customer demands (different lifestyles, for instance

the look for specialized trips such as adventure or edutainment

and different demographics with increasing numbers of seniors)

Increased expectations (more convenience and value, getting

used to the customization of offerings).

At the same time, customers are becoming ever more

knowledgeable (direct marketing is certainly one of the

drivers) and growing accustomed to automated technologies

(such as phone-based systems, various travel websites and

multimedia kiosks).

SK

Reference: http://www.icann.org/tlds/travel1/sectionc2.htm


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Travel & Tourism Trends

Looking at the trends of international tourist arrivals during the

decade 1989-1998, the growth rate of arrivals worldwide slowed

in the second half of the decade to 3.5% from 5% in the first half.

For the ten-year period 1989-1998 overall, the annual average

was 4.3%. East Asia and the Pacific performed the best

throughout, registering 6.8% growth a year on average over the

10 years. South Asia was the only region of the world which

recorded faster growth (6.8%) in the second half of the

decade, whereas the Middle East exhibited stable growth

during the whole period (6.4% growth a year). Growth in

Europe, Africa and the Americas slowed significantly during

the second half of the decade. Nevertheless, Europe performed

better than expected due to the significant increase in tourism to

Central and Eastern Europe. In volume, the total number of

tourists worldwide increased by 209 million between 1989 and 1998.

SK

Reference: http://www.icann.org/tlds/travel1/sectionc2.htm


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Historical Perspective

Historically, the industry has been an early adopter of new

technologies, for instance Computer Reservation systems

(CRS). As technology becomes more pervasive, traditional

consumers begin to use tools formerly reserved for travel

professionals. In the case of CRS, consumers who have

access to similar systems through their home computers

and open networks can now take over some functions

traditionally performed by travel agents.

SK

Reference: http://www.icann.org/tlds/travel1/sectionc2.htm


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Overview of the Travel & Tourism Process

Segment #1: The traveler (customer) contacts the ‘Travel Vendor’

to make arrangements for his travel.

Segment #2: The travel vendor makes the necessary reservations

for the traveler using a variety of available ‘Tools’

Segment #3: The travel vendor sells the travel product offered

by the ‘Travel Suppliers’

Segment #4:The vendor also relies on the ‘Support Facilities’

available in order to obtain additional information and settle

the transaction once completed.

Segment #5: The customer then ultimately enjoys the

‘Travel/Tourism Experience’

SK

Reference: http://www.icann.org/tlds/travel1/sectionc2.htm


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Common Titles of TourismTechnicians (1 of 2)

tour escort

tour guide

site guide

guide-chauffeur

site hosts

groundhandler

reservations clerk

customer service clerk

reception agent

reception services coordinator

information clerk

Reference:. http://www.unepie.org/tourism/draft_principles.html

http://www.dfat.gov.au/media/speeches/trade/2000/000817_tourism.html

http://www.clasalle.com/tourism.html

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Common Titles of TourismTechnicians

tourism development agent

marketing agent

sales representative

commercial representative

promotion and marketing agent

convention coordinator

special events coordinator

tourism or festival coordinator

technical operations agent

rate agent

tour operator

tour wholesaler

These are the people that need to be trained and educated to derive

benefits from tourism.

Reference:. http://www.unepie.org/tourism/draft_principles.html

http://www.dfat.gov.au/media/speeches/trade/2000/000817_tourism.html

http://www.clasalle.com/tourism.html

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Definition of Visitors

  • Visitors are those individuals traveling

    • away from home or

    • away from their usual place of work,

    • for business or pleasure,

    • who also seek

      • leisure,

      • entertainment,

      • recreational,

      • cultural,

      • historical, or

      • retail purchasing experiences.

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Now we will address the problems and

suggest a solution methodology.

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Problems

  • Countries look at tourism as a good business, but have not analyzed a variety of factors that affect tourists and tourist business.

  • Treatment tourists does not get utmost attention.

  • Tourist’s total experience receives little attention.

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Approach to Solution

Perform a systematic analysis of the various factors that affect tourist interest and tourist experience.

A brief analysis with information from selected sources is presented in the following charts.

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Stages of a Tourist

  • Interest

  • Intention and decision

  • Information gathering

  • Planning, budgeting, goal development

  • Firming up, preparing, booking, packing

  • Insurance, and precautions

  • Travel (Overseas, country, region)

  • Experience

  • Conclusion

  • Reminiscence, evaluation, appraisal

It is essential to create a positive experience at each and

every stage to promote a growing tourist business.

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Products, and ServicesImpacting on Tourist’s Experience

  • Food, water, medicines

  • Hotels, rest houses stay Sanitation

  • Transportation

  • Health and care

  • News, events, back home contacts

  • Return transport

  • Information (timeliness, accuracy, confidence)

  • Record of experiences (photos, souvenirs, mental records)

  • Shopping, shipping, packing

  • Safety, security

  • Queues, lines, delays

  • Feedback, reaction, image generation, and propagation

  • Thank you and gratefulness

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Interactions Impacting on Tourist’s Experience

  • Cost ($cost, Time cost)

  • Costs (expectations, actual, value)

  • Cost, consistency, image, quality

  • Advertised expectation versus realization (frustration)

  • Goal satisfaction Interactions

    • operators

    • officials

    • service providers

    • co-tourists

    • Residents, local people

    • Persistent and pestering hawkers

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Benefits and Market

Tourism is a trillion dollar business and a country can benefit economically and socially from tourism provided it plans and creates a suitable environment.

Such an environment is described in a

briefing titled: VIP Zones and Environment

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Summary

  • Tourism can provide a host country great

  • economic benefits

  • A host country has to plan and take

  • appropriate measures

  • All stakeholders have to be involved in

  • the effort

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VIP Zones and Environment

In order to succeed in high-risk high-payoff ventures like that described here, an environment has to be created and a sea-change of host attitudes are necessary.

See my briefing entitled ...

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