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Contemporary Tourism

Contemporary Tourism. Supporting the Contemporary Tourism Product - Service Management. Lecture Objectives. Further appreciate the linkages and relationships between the various elements that combine to make up the contemporary destination product and experience

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Contemporary Tourism

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  1. Contemporary Tourism Supporting the Contemporary Tourism Product - Service Management

  2. Lecture Objectives • Further appreciate the linkages and relationships between the various elements that combine to make up the contemporary destination product and experience • Understand the ‘service management’ perspective • Recognise the difference between a ‘product’ and ‘customer’ orientation • Be aware of contemporary issues related to visitor / customer / tourist satisfaction, and whether satisfaction is an ambitious enough aim • Be familiar with the concept of, and challenges with, managing and measuring service quality • Understand the conceptual frameworks which link employees, customers and organisational performance • View human resource management as a strategic function • Understand innovative practices designed to measure and therefore manage service industry performance

  3. Context • How do tourists evaluate tourism experiences? • Dependent on component parts • Evolution towards a ‘service mindset’ • Tourism purchases are mainly services • Services lead to a strategic view • This is the new paradigm for tourism

  4. Definitions • Service management has been called “the new paradigm” in hospitality (Kandampully, 2002). The central tenet of this new paradigm was defined by Albrecht (1988) as - • “a total organizational approach that makes quality of service, as perceived by the customer, the number one driving force for the operations of the business” (p. 20).

  5. Customer and Service Orientation • Customer at the centre of decisions • Customer centric focus • Not selling but creating value

  6. Service Management Concepts • Service encounter • Customer contact employees • Customer satisfaction • More than satisfaction • Service quality • SERVQUAL • The Nordic model

  7. Tourists, Employees and Business Performance • Service profit chain • Employee-customer linkage research

  8. Strategic HRM • HR are the tangible resources of the firm • From personnel management to SHRM • Integrates HR into strategy

  9. Service Culture & Climate • All organizations have a culture • Manager cannot control all encounters • Creation of a service climate • Balanced scorecard approach

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