1.  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

2.  In tourism, these two words are inseparable  Market full of tourism suppliers  Increasing competition  Quality is crucial  What is quality? Tourism & Quality

3.  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

4.  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...

5.  Actual Service > Expectations = “Delighted”  Actual Service < Expectations = “Dissatisfied”  Actual Service = Expectations = “Just Satisfied”. Satisfaction Equation

6.  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

7.  Word of mouth  Personal needs or desire  Past experience  Marketing communication  What is quality? People Develop Expectations in 4 Ways

8.  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

9.  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

10.  Effective recruitment selection  Training program  Team-building program Organizational Excellence