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
In tourism, these two words are inseparable Market full of tourism suppliers Increasing competition Quality is crucial What is quality? Tourism & Quality
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
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...
Actual Service > Expectations = “Delighted” Actual Service < Expectations = “Dissatisfied” Actual Service = Expectations = “Just Satisfied”. Satisfaction Equation
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
Word of mouth Personal needs or desire Past experience Marketing communication What is quality? People Develop Expectations in 4 Ways
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
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
Effective recruitment selection Training program Team-building program Organizational Excellence