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Tourism As a Product

Tourism As a Product. Selling the Goods. Tourism as a Product. Tangible Products Products that can be seen or touched Food and beverages for example Intangible Products Products that cannot be seen or touched A flight on an airplane, a stay in a hotel room, relaxing on the beach, etc.

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Tourism As a Product

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  1. Tourism As a Product Selling the Goods

  2. Tourism as a Product • Tangible Products • Products that can be seen or touched • Food and beverages for example • Intangible Products • Products that cannot be seen or touched • A flight on an airplane, a stay in a hotel room, relaxing on the beach, etc.

  3. Tourism as a Service • Employees serve customers • Employees are professionals • Special attitude between the employee and the customer – the host/guest relationship

  4. An Explanation of Service 0 • Intangibility • Creating the impression of tangibility • Inconsistency • Establishing industry wide standards • Inseparability • Service is the product • Inventory • Services not sold cannot be held in inventory

  5. Consumer of Service Pre-Purchase Stage Consumption Stage Post-Purchase Stage The Building Blocks of Service 0

  6. Post-Purchase Stage • Guest Contact Personnel • Walt Disney • Service Failures • Reaction to Customers • Staff Effectiveness • Human error • Training • Support of Employees

  7. Managing the Service Enterprise • Empowerment • Enfranchisement • Customer Loyalty Systems • Service Quality

  8. Product Price Place Promotion Packaging Partnerships Personnel Positioning Programming The Ps of Marketing 0

  9. The 4 Rs of Service Marketing 0 • Retention • Referrals • Relationships • Recovery

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