This document discusses challenges facing the accommodation sector in Vietnam. It summarizes the key challenges as: 1) tourism legislation and governance, including the need for clear and transparent laws developed through stakeholder consultation; 2) tourism planning and development, requiring coordinated efforts across levels of government; and 3) tourism access and infrastructure, with challenges around developing regional connections and international integration of transportation infrastructure.
new product development and product life-cycle strategies sabaAkhan47
In this presentation i have explained the following:
1) definition of NPD (new product development)
2) NPD process
3) MANAGING NEW PRODUCT DEVELOPMENT
a) Customer-centered NPD.
b) Team based NPD.
c) Systematic NPD
4) Product life cycle and its stages.
5) Additional product and service considerations
6) Product decision and social responsibility
7) International product and services marketing.
new product development and product life-cycle strategies sabaAkhan47
In this presentation i have explained the following:
1) definition of NPD (new product development)
2) NPD process
3) MANAGING NEW PRODUCT DEVELOPMENT
a) Customer-centered NPD.
b) Team based NPD.
c) Systematic NPD
4) Product life cycle and its stages.
5) Additional product and service considerations
6) Product decision and social responsibility
7) International product and services marketing.
International Market Entry & Development Advisory Specialist - Liow Ren Jan, ...RJ. Liow
“Mr. RJ. Liow is the Founder and CEO of AYS Sdn Bhd, the manufacturer and marketer of Sri Kulai halal ready to eat meals, which are available in major supermarkets in Malaysia such as Cold Storage and Tesco, as well as in airlines and food service providers. Sri Kulai is also available in his very own chain of Sri Kulai RTE Stations, “A one stop F&B outlet for halal ready to eat meals” under a licensing program.
In the short time since 2008, AYS has won numerous awards, including “Best Halal Product” presented at the World Halal Forum in 2009, and “Product Innovation Gold Award” from Malaysia Institute of Food Technology. Liow himself was awarded “Outstanding Leadership Award in World HRD Congress” this year, and “Asia’s thought leader award in Manufacturing” in 2012.
RJ speaks in international conferences. Some of the local and international conferences/events where RJ spoke to included “World Halal Week Conference 2013”, “Effective Entry to Indonesia by Halal Industry Development Corporation Malaysia”, as well as the following upcoming speaking engagements:
1. Food Ingredients Asia - MEGAtrends 2013 (Bangkok, September 2013)
2. National Quality Summit 2013 (Kuala Lumpur, September 2013)
RJ has recently launched a marketing book called “Marketing Halal: Creating New Economy. New Wealth”. Please check out www.marketinghalal.com.my for more insights to a very different kind of marketing book.”
Besides his halal ready to eat meals business, RJ helps companies and government trade organizations around the world to achieve their international business development goals. We generate leads, develop market entry and development strategies, identify and connect distributors and partners in our specialty markets – ASEAN, Middle East, China, Indian Subcontinent and Africa.
His company also provides consultancy services, training and business matching on the followings:
1. Training and consultancy services for setting up of Halal eco-system.
2. Business matching with companies from our network – ASEAN, Middle East, Indian Subcontinent and Africa.
3. Business advisory services on international market entry and development.
4. Speakers on doing business in our network countries.
Parties who are interested in our above services please write to Mr. RJ. Liow at lrj@ays.com.my.
We are also welcome partners who wish to work with us in the sales and marketing of our various programs and services.
International marketing mix: global products and servicesluispachon
International marketing mix: global products and services takes into account what are the characteristics that companies must consider in order to satisfy the local customer's needs.
This chapter is an introduction to International marketing. It covers the need for International Marketing, Difference between Domestic and International Marketing, The EPRG frame work, Challenges for International Marketing.
Investigation of the revenue management practices of accommodation establishm...Stanislav Ivanov
This exploratory research paper investigates the revenue management practices of accommodation establishments in Turkey through a survey of the managers of 105 hotels. Specifically the paper looks at the revenue centres, revenue management tools, channel management, performance metrics, revenue management team, software and forecasting methods used by hoteliers. The findings indicate that respondent hoteliers put the emphasis on price discrimination and room availability guarantee and are less likely to apply overcontracting and overbooking. Most of the respondents do not have a revenue manager and do not intend to hire one: revenue management is usually within the responsibilities of the general manager, front office manager or the marketing manager. OTAs, hotel’s website, tour operators and travel agents are the most important distribution channels. The size of the property, its category, location and chain affiliation have significant impact on the degree of application of the various revenue management practice. In general, revenue management is mostly adopted by high category, chain affiliated, urban and seaside hotels with large number of rooms. Managerial implications, limitations and future research directions are discussed as well.
I 2013 we wre commissioned by ACOOR to deliver the Asia Pacific Growth and Expansion Strategy for their global hotel chain’s up-scale brand across 10 country markets We developed a business baseline to provide a foundation for strategy development. Three growth options were considered, acquisitions, strategic partnerships and organic new build. A hybrid strategy of organic new build in three gateway Asian cities along with 2nd Tier property acquisitions at 5 additional cities was selected to guide the group’s expansion over a 10 year period
International Market Entry & Development Advisory Specialist - Liow Ren Jan, ...RJ. Liow
“Mr. RJ. Liow is the Founder and CEO of AYS Sdn Bhd, the manufacturer and marketer of Sri Kulai halal ready to eat meals, which are available in major supermarkets in Malaysia such as Cold Storage and Tesco, as well as in airlines and food service providers. Sri Kulai is also available in his very own chain of Sri Kulai RTE Stations, “A one stop F&B outlet for halal ready to eat meals” under a licensing program.
In the short time since 2008, AYS has won numerous awards, including “Best Halal Product” presented at the World Halal Forum in 2009, and “Product Innovation Gold Award” from Malaysia Institute of Food Technology. Liow himself was awarded “Outstanding Leadership Award in World HRD Congress” this year, and “Asia’s thought leader award in Manufacturing” in 2012.
RJ speaks in international conferences. Some of the local and international conferences/events where RJ spoke to included “World Halal Week Conference 2013”, “Effective Entry to Indonesia by Halal Industry Development Corporation Malaysia”, as well as the following upcoming speaking engagements:
1. Food Ingredients Asia - MEGAtrends 2013 (Bangkok, September 2013)
2. National Quality Summit 2013 (Kuala Lumpur, September 2013)
RJ has recently launched a marketing book called “Marketing Halal: Creating New Economy. New Wealth”. Please check out www.marketinghalal.com.my for more insights to a very different kind of marketing book.”
Besides his halal ready to eat meals business, RJ helps companies and government trade organizations around the world to achieve their international business development goals. We generate leads, develop market entry and development strategies, identify and connect distributors and partners in our specialty markets – ASEAN, Middle East, China, Indian Subcontinent and Africa.
His company also provides consultancy services, training and business matching on the followings:
1. Training and consultancy services for setting up of Halal eco-system.
2. Business matching with companies from our network – ASEAN, Middle East, Indian Subcontinent and Africa.
3. Business advisory services on international market entry and development.
4. Speakers on doing business in our network countries.
Parties who are interested in our above services please write to Mr. RJ. Liow at lrj@ays.com.my.
We are also welcome partners who wish to work with us in the sales and marketing of our various programs and services.
International marketing mix: global products and servicesluispachon
International marketing mix: global products and services takes into account what are the characteristics that companies must consider in order to satisfy the local customer's needs.
This chapter is an introduction to International marketing. It covers the need for International Marketing, Difference between Domestic and International Marketing, The EPRG frame work, Challenges for International Marketing.
Investigation of the revenue management practices of accommodation establishm...Stanislav Ivanov
This exploratory research paper investigates the revenue management practices of accommodation establishments in Turkey through a survey of the managers of 105 hotels. Specifically the paper looks at the revenue centres, revenue management tools, channel management, performance metrics, revenue management team, software and forecasting methods used by hoteliers. The findings indicate that respondent hoteliers put the emphasis on price discrimination and room availability guarantee and are less likely to apply overcontracting and overbooking. Most of the respondents do not have a revenue manager and do not intend to hire one: revenue management is usually within the responsibilities of the general manager, front office manager or the marketing manager. OTAs, hotel’s website, tour operators and travel agents are the most important distribution channels. The size of the property, its category, location and chain affiliation have significant impact on the degree of application of the various revenue management practice. In general, revenue management is mostly adopted by high category, chain affiliated, urban and seaside hotels with large number of rooms. Managerial implications, limitations and future research directions are discussed as well.
I 2013 we wre commissioned by ACOOR to deliver the Asia Pacific Growth and Expansion Strategy for their global hotel chain’s up-scale brand across 10 country markets We developed a business baseline to provide a foundation for strategy development. Three growth options were considered, acquisitions, strategic partnerships and organic new build. A hybrid strategy of organic new build in three gateway Asian cities along with 2nd Tier property acquisitions at 5 additional cities was selected to guide the group’s expansion over a 10 year period
Emerging global change and its issues 2013Allen Higgins
Slides form a seminar offering a holistic analysis of the attractiveness of sourcing decisions. Considering the ethical implications of sourcing projects, and introduce contemporary trends that generate innovation through sourcing
Destinations and tourism marketers now have a valuable opportunity to obtain guest intelligence from the social web and online review sites in order to:
- Better understand visiting travelers through public reviews
- Know specifics of what guests like and dislike about their hospitality offering
- Benchmark guest satisfaction levels between cities or regions
- Assist operators in improving the guest experience through providing tools and education
How To Change Name On Volaris Ticket.pdfnamechange763
How to change name on Volaris ticket? This is one of the most common questions asked by travelers flying with Volaris Airlines. The mentioned details can help you with your name rectification on the airline ticket. If you are still facing difficulties call the consolidation desk at +1-800-865-1848.
Exploring Montreal's Artistic Heritage Top Art Galleries and Museums to VisitSpade & Palacio Tours
Montreal boasts a vibrant artistic heritage, showcased in its top art galleries and museums. From the expansive collections at the Montreal Museum of Fine Arts to the cutting-edge exhibits at the Musée d'art contemporain, discover the city's rich cultural landscape. Experience dynamic street art, indigenous works, and contemporary pieces, reflecting Montreal's diverse and innovative art scene.
The Cherry Blossom season in Hunza begins in the second week of March and lasts until the end of April, varying with altitude. During this enchanting period, tourists from around the world flock to Hunza Valley to witness its transformation into a vibrant tapestry of white, pink, and green. The valley comes alive with cherry blossoms, creating a picturesque and mesmerizing landscape that captivates visitors.
About the Company:
The Cherry Blossom season in Hunza starts in the second week of March and extends until the end of April, depending on the altitude. During this enchanting period, tourists from around the globe travel to Hunza Valley to witness its transformation into a vibrant tapestry of white, pink, and green. The valley comes alive with cherry blossoms, creating a picturesque and mesmerizing landscape that captivates all who visit. For the best experience, join Hunza Adventure Tours, the top tour company in Pakistan, and immerse yourself in this breathtaking seasonal spectacle.
During the coldest months, Italy transforms into a winter wonderland, providing visitors with a very unique experience. From the Settimana Bianca ski event to the lively Carnevale celebrations, Italy's winter festivities provide something for everyone. Enjoy hot cocoa, eat hearty comfort foods, and buy during winter deals. Explore the country's rich cultural past by participating in Settimana Bianca, and Carnevale, sipping hot chocolate, shopping during winter deals, and indulging in winter comfort foods. Visit our website https://timeforsicily.com/ for more information.
Its running cost is among the diverse vital aspects you must consider before buying an electric scooter. Calculate the cost of getting e-scooter charge for your regular usage to calculate its economic efficiency, similar to people who investigate the mileage of petrol or diesel-driven scooters.
London Country Tours, the foremost travel partner offers customized Stonehenge tours from London coming with private tour guides and direct access to the inner circles. Visit: https://www.londoncountrytours.co.uk/tour/tours-to-stonehenge-oxford/
Antarctica- Icy wilderness of extremes and wondertahreemzahra82
In this presentation, we delve into the captivating realm of Antarctica, Earth's southernmost continent. This icy wilderness stands as a testament to extremes, with record-breaking cold temperatures and vast expanses of pristine ice. Antarctica's landscape is dominated by towering glaciers, colossal icebergs, and expansive ice shelves. Yet, amidst this frozen expanse, a rich tapestry of unique wildlife thrives, including penguins, seals, and seabirds, all finely attuned to survive in this harsh environment. Beyond its natural wonders, Antarctica also serves as a vital hub for scientific exploration, providing invaluable insights into climate change and the Earth's history
Discover the wonders of the Wenatchee River with a variety of river tours in Monitor, WA. Whether you're seeking thrilling whitewater rafting, peaceful kayaking, family-friendly float trips, or scenic sunset cruises, there's something for everyone. Enjoy fishing, wildlife spotting, bird watching, and more in this beautiful natural setting, perfect for outdoor enthusiasts and families alike.
MC INTERNATIONALS | TRAVEL COMPANY IN JHANGAshBhatt4
Experience the world with MC Internationals travel and tourism. From foreign getways to cultural concentration, we tailor unforgettable journeys for every traveler. Let us turn your dream into reality and create lasting memories. Explore with us today. #TRAVEL,COMPANY #BEST,TRAVEL,COMPANY #VISIT,VISA #EMPLOYMENT,VISA #STUDY,VISA #HAJJ,AND,UMRAH
4 DAYS MASAI MARA WILDEBEEST MIGRATION SAFARI TOUR PACKAGE KENYABush Troop Safari
Join our 4-day Masai Mara Wildebeest Migration Safari in Kenya. Witness the incredible wildebeest migration, enjoy exciting game drives, and stay in comfortable lodges. Get up close and personal with one of nature's most amazing exhibits! Book Your Safari Today at - https://bushtroop-safaris.com/
Discover Palmer, Puerto Rico, through an immersive cultural tour that unveils its rich history and vibrant traditions. Experience lively festivals, savor authentic cuisine, and explore local markets. Visit historical landmarks, museums, and stunning colonial architecture. Engage with friendly locals, enjoy live music, and hike scenic nature trails, all while participating in cultural workshops and discovering unique artisan crafts.
TRAVEL TO MT. RWENZORI NATIONAL PARK WITH NILE ABENTEUER SAFARIS.docxnileabenteuersafaris
Let’s explore the captivating Rwenzori Mountains National Park in Uganda with Nile Abenteuer Safaris. This UNESCO World Heritage Site, also known as the “Mountains of the Moon,” offers unparalleled beauty and diverse ecosystems. 🌿🏔️
Key Features of Rwenzori Mountains National Park:
Majestic Peaks:
Mount Rwenzori, Africa’s third-highest peak, dominates the landscape. Its snow-capped summits and glacier-draped slopes provide a challenging yet rewarding adventure for trekkers and climbers.
Ascending these peaks allows you to witness breathtaking vistas and experience the thrill of high-altitude trekking.
Biodiversity:
Explore the park’s rich biodiversity, which includes montane forests, alpine meadows, and towering cliffs.
Encounter rare and endemic species such as the Rwenzori turaco, Rwenzori red duiker, and Rwenzori three-horned chameleon.
Trekking Trails:
Embark on immersive trekking experiences along a network of trails. Choose from leisurely walks to multi-day expeditions.
Traverse verdant valleys, moss-draped forests, and marvel at cascading waterfalls as you ascend toward the summit.
Cultural Heritage:
Engage with local communities of the Bakonjo and Bamba people. Gain insight into their traditional way of life and cultural practices.
Discover the rich history and folklore surrounding the Rwenzori Mountains.
Planning Your Visit:
Trekking and Climbing:
Select from various trekking routes tailored to different skill levels and durations.
Experienced guides and porters ensure a safe and enjoyable journey to the summit.
Wildlife Viewing:
Embark on guided nature walks to spot diverse wildlife, including primates, birds, and endemic plant species.
Keep an eye out for the Rwenzori hyrax, blue monkeys, and various bird species.
Accommodation:
Rest and rejuvenate in comfortable lodges, campsites, and guesthouses within and around the park.
Experience warm hospitality amidst the tranquility of nature.
Conservation:
Support conservation efforts by adhering to park regulations and practicing responsible tourism.
Your visit contributes to preserving this pristine wilderness for future generations.
Embark on an Unforgettable Adventure:
Whether you seek the thrill of summiting Africa’s legendary peaks or the serenity of exploring remote landscapes, Mount Rwenzori promises an unforgettable journey into the heart of nature’s majesty. Start planning your expedition today and unlock the secrets of this captivating natural wonder!
Visit
https://nileabenteuer.com/tour_destination/mount-rwenzori-national-park/
https://www.rwenzoriexpeditions.com/treks/rwenzoris-gorilla-trek/
For more information;
WhatsApp: +256 752 397520
Email: info@nileabenteuer.com
Website: www.nileabenteuer.com
3. SERVICES
HTM Management Consultancy
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Feasibility Studies
Tourism Master Planning
Market Research and Analysis
Concept Development and Branding
Project Consultancy and Management
Architectural Planning and Design Review
Technical and Vocational Education and Training
Responsible and Sustainable Tourism Development
Hotel Management and Operating Agreements
Hotel Technical Assistance and Pre-Opening
Hotel and Restaurant Operating Equipment
Human Resources and Capacity Building
Marketing, Sales and Public Relations
Executive Search and Recruitment
Standard Operating Procedures
Investor Introduction
4. PROJECTS
2010
• 4 Resort and Villas Halong
• Master Planning
• Hotel Operator Negotiation
• 5 Star Resort and Villa Project Danang
• Master Planning
• Feasibility Study
• 4 Star Hotel Nha Trang
• Feasibility Study
5. PROJECTS
2011
• 4 and 5 Star Resorts Cat Ba
• Feasibility Study
• Investor Introduction
• 4 Star Hotel Hanoi
• Technical Assistance and Pre-Opening
• 4 Star Hotel Thanh Hoa
• Technical Assistance and Pre-Opening
6. PROJECTS
2012
• 3 Star Mixed Use Property Quang Ngai
• Feasibility Study
• Investor Introduction
• 3 Star Hotel Hanoi
• Technical Assistance and Pre-Opening
• 4 and 5 Star Resort Property Thanh Hoa
• Feasibility Study
7. PROJECTS
2013
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•
•
•
5 Star Hotel Project Nha Trang
Feasibility Study
Investor Introduction
Hotel Operator Negotiation and Selection
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5 Star Resort and Villas Danang
Master Planning
Feasibility Study
Investor Introduction
12. LODGING SECTOR
Market Review 2011 - Hanoi
Summary
• Recent decline in market performance, even during high season
• Year-on-year, Average Occupancy (AO) of 4 and 5-star hotels
gradually decreased, whilst those of the 3-star properties increased
• Sharp decrease in Average Room Rates (ARR) and lower AO resulted
in the decrease of Revenue per Available Rooms (RevPAR)
Supply
• 5-star (11), 4-star (11), 3-star (26)
• 7,250 rooms (+4% y-o-y)
Source: Savills Research & Consultancy
14. LODGING SECTOR
Market Review 2011 - HCMC
Summary
• Despite the ongoing global financial crisis, 2012 saw stable growth.
The hotel market recovered strongly in 2010-2011. The 5-star
segment showed particularly good performance
• Several hotels used time for upgrades and renovation
Supply
• 5-star (11), 4-star (11), 3-star (26)
• 10,955 rooms (+8% y-o-y)
Source: Savills Research & Consultancy
16. SECTOR CHALLENGES
Service Quality and
Customer Satisfaction
Tourism Legislation and
Governance
Human Resources
Development,
Education and Training
Tourism Planning and
Development
Tourism Product
Diversity and
Development
Tourism Access,
Transport and
Infrastructure
Destination Branding,
Marketing and
Promotion
18. SECTOR CHALLENGES
Tourism Legislation and Governance
Preparation and Consultation Phase
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Regulatory framework
International experience and expert consultation
Inter-ministerial coordination
Common interests and cooperation
Stakeholder consultation
Public-private sector dialogue
Clear and transparent legislation
Level playing field
Implementation and Application Phase
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•
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In- and external communication channels
Consistent application and transparency
Simplified procedures
Stringent implementation, supervision and control
19. SECTOR CHALLENGES
Tourism Legislation and Governance
Critical Issues
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Tourism Master Planning, Management and Development
Sustainable and Responsible Tourism Practices
Protecting and Maintaining Cultural Heritage
Visa Waiver Revocation, Visa Exemptions and Visa-on-Arrival
Tourist Safety and Security,, Complaint Handling and Tourism Police
Tour Operator Registration and Fee Deposit
Local Tour Guide Qualifications and Assessment
Foreign Tour Guide Permission
Hotel Standardization, Assessment and Rating
Vocational education and training
22. SECTOR CHALLENGES
Tourism Planning and Development
Planning Phase
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•
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Understanding tourism’ significance (spearhead industry)
Inter-ministerial coordination and cooperation
International experience and expert consultation (learning from mistakes)
Stakeholder consultation and public-private sector dialogue (working groups)
Professional, detailed and achievable objectives
Sustainable and responsible tourism planning
Protecting, maintaining and developing cultural heritage and natural resources
Development Phase
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•
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In- and external communication channels
Coordinated efforts
Sufficient funding
Management capacity
Stringent implementation, supervision and control
23. SECTOR CHALLENGES
Tourism Planning and Development
Critical Issues
• Coordinated tourism development
(central, provincial and communal
level)
• Quality of tourism sites, hotel and
resort developments
• Tourism management, supervision
and control
• Preventive
measures,
strict
punishment and corrective actions
• Over-stretching
of
natural,
economical and human resources
• Loss of cultural identity, mass
tourism, degradation
25. SECTOR CHALLENGES
Tourism Access, Transport and Infrastructure
Preparation and Consultation Phase
•
•
•
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•
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Master planning (cluster priority vs. provincial priorities)
Expert consultation
Local, regional connections and international integration
Public-Private Partnerships
Open Tender Bidding
Quality, experienced contractors
Implementation and Application Phase
• Inter-ministerial coordination
• Stringent implementation, supervision and control
• Quality management
26. SECTOR CHALLENGES
Tourism Access, Transport and Infrastructure
Critical Issues
•
•
•
•
•
•
•
•
•
Aviation market and airport developments
Regional and international flight connections
Operating airlines and code sharing (market opening)
Seaports and railway development
Road network development and road safety
Development of auxiliary infrastructure, facilities and services (cruise terminal)
Land access, compensation and clearance
Development and land use costs
System management and maintenance (example old railway vs. fast speed train)
28. SECTOR CHALLENGES
Destination Branding, Marketing and Promotion
Preparation and Consultation Phase
•
•
•
•
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•
•
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Understanding regional competition and country branding
Systematic planning and holistic view
Market research (customer driven approach)
Expert consultation
Step-by-step branding process (research, identify core values)
Stakeholder consultation
Integrated marketing and promotion plan
Sufficient funding
Open Tender Bidding and experienced contractors (international)
Implementation and Application Phase
•
•
•
•
In- and external communication channels
Human resources capacity (brand and marketing management)
Stringent implementation, supervision and control
Coordination and consistent application
29. SECTOR CHALLENGES
Destination Branding, Marketing and Promotion
Critical Issues
•
•
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Branding and marketing experience
Management capacity
Budget
Public-private sector dialogue
Transparent decision making process
Communication and marketing materials’ quality
Coordination and consistent application
National vs. provincial marketing
Packaging, programming, partnerships
Cross-marketing
Country Brand
Vietnam,
NOT
Tourism Logo
Vietnam
31. SECTOR CHALLENGES
Tourism Product Diversity and Development
Preparation and Consultation Phase
•
•
•
•
•
•
Understanding tourism product development
Market research (customer driven approach)
Public-private sector dialogue
Innovative culture
Sustainable and responsible development
Protecting and maintaining cultural heritage and natural resources
Implementation and Application Phase
• Stringent implementation, supervision and control
• Coordination and quality management
32. SECTOR CHALLENGES
Tourism Product Diversity and Development
Critical Issues
•
•
•
•
•
•
•
•
Innovative culture
Product variety and quality
Customer experience and satisfaction
Public-private sector dialogue and cooperation
Management capacity
Decision making process
Integration and coordination (central vs. provincial efforts)
Partnerships
34. SECTOR CHALLENGES
Human Resources Development, Education and Training
Preparation and Consultation Phase
•
•
•
•
•
•
Understanding differences of tourism and hospitality
Tourism and hospitality training needs’ assessment
Public-private sector dialogue and partnerships
Foreign investment, curricula and teaching
International accreditation
Dual education system (combine academic with practical work experience)
Implementation and Application Phase
• Consistent application and transparency
• Simplified procedures
• Stringent implementation, supervision and control
35. SECTOR CHALLENGES
Human Resources Development, Education and Training
Critical Issues
•
•
•
•
•
•
•
Education and training system
Management capacity
Curriculum and teachers
Practical training facilities (mock up rooms, receptions, kitchens, bars etc.)
Technical and vocational training
Foreign language training
Soft skills training (communication, attitude, customer service, team work etc.)
37. SECTOR CHALLENGES
Service Quality and Customer Satisfaction
Preparation and Consultation Phase
• Understanding service quality and customer satisfaction
• Market research and customer travelers feedback
• Education of stakeholders and local population
Implementation and Application Phase
• Stringent implementation, supervision and control
38. SECTOR CHALLENGES
Service Quality and Customer Satisfaction
Critical Issues
•
•
•
•
•
Equal and fair treatment of tourists
Double pricing policies
Harassment and over charging
Pollution and hygiene
Consumer protection and complaint handling (locally vs. internet: German
tourists)
39. SECTOR CHALLENGES
THANK YOU
HTM Management Consultancy Co., Ltd.
No. 2, Alley 236/ 7, Au Co Street
Tay Ho District, Hanoi, Vietnam
E-mail: director@ht-management.com
Website:www.ht-management.com
Mobile: +84-90-408 1820
Telephone: +84-4-3719 1850/1
Facsimile: +84-4-3719 1849