strategies and implementation of services in tourism

1. SERVICE DELIVERY IN
TOURISM
TUSHAR SHIRKE

2. INTRODUCTION
FOCUSING ON THE UNIQUE CHALLENGES OF
RETAIL SERVICE DELIVERY IN RURAL TOURISM
MARKETS . SATISFACTION LEVEL IN TERMS OF
ACCOMODATION INFRASTRUCTURE . DECISION
MAKING PROCESS AND THE STRATEGIES TO
ASSIST RETAILERS IN SUCCESSFULL SERVICE
DELIVERY .

3. WHAT IS SERVICE QUALITY ?
• QUALITY IS EXCELLENCE . RECOGNIZED ONLY THROUGH EXPERIENCE .
• QUALITY IS PRECISE AND MEASURABLE .
• QUALITY LIES IN EYES OF BEHOLDER .
• QUALITY IS TRADE OFF BETWEEN PRICE AND VALUE .
• QUALITY IS CONFORMANCE TO THE FIRM’S DEVELOPED SPECIFICATION .

4. ASSURANCE
IT MEANS DEVELOP OPERATIONAL CONTROLS
TO ENSURE THAT THE RESULTS MATCH THE
DESIRED OUTCOMES . CUSTOMER SERVICE
OPERATIONS ARE DESIGNED TO KEEP
CUSTOMERS SATISFIED WHILE PROTECTING
THE ORGANIZATION .

5. MANAGEMENT SIGNIFICANCE
• START LISTENING MORE TO THEIR GUESTS .
• ALLOW GUESTS TO LEAVE FEEDBACK WHENEVER
AND WHEREVER .
• FEEDBACK ON SITES .
• TAKE ACTION AND PROVIDE BETTER FACILITIES .

6. • SOCIAL MEDIA , BLOG AND ONLINE STORE
CAN INCREASE CUSTOMER INTIMACY .
• APPS CAN EXCHANGE THE CUSTOMER
EXPERIENCE .

7. PERSPECTIVE
CONCEPT OF QUALITY INCLUDES
PSYCHOLOGICAL ASPECTS : THE COMPANY’S
KNOWLEDGE OF ITS PRODUCTS , THE
COURTESY AND SENSITIVITY SALES AND
SUPPORT STAFF AND THE REPUTATION OF THE
PRODUCT . THIS MEANS THAT THE FIRM MUST
CONSIDER WHAT AND HOW THE CUSTOMER
DEFINES QUALITY .

8. IMPROVEMENTS AND ROLES
WHEN EMPLOYEES ARE NOT SATISFIED WITH
INTERNAL ARRANGEMENT OF THE COMPANY ,
DEVELOPMENT , DELIVERY , SERVICING OF ANY
PRODUCT TO A CUSTOMER WILL BE OF A LOW
CLASS . THEREFORE IN IMPROVING THE
QUALITY STANDARDS OF A COMPANY ,
EMPLOYEES SHOULD BE CONSIDERED IN ALL
ASPECT .

9. SUMMARY
• RENDERING QUALITY SERVICE PPROVIDES AN ORGANIZATION
WITH A GOODWILL .
• QUALITY SERVICE STRATEGIES CANNOT BE IMPLEMENTED BY
ONLY STAFF BUT MANAGEMENT IS ALSO PART OF THE
PROCESS.
• QUALITY SERVICE PROVIDES CUSTOMER SATISFACTION AND
RETENTION .
• MANAGEMENT SHOULD SEEK ON CUSTOMERS OPINION TO
IMPROVE FACILITIES .

10. CONCLUSION
ENSURING QUALITY IS OF GREAT IMPORTANCE
TO COMPANIES AS WELL AS CUSTOMERS . ON
A WHOLE IT IS ONE OF THE BASIS GROWTH IN
THE INDUSTRY AND THE ECONOMY BECAUSE
IT BRINGS CASH INFLOW TO THE ECONOMY
THROUGH TOURISM ATTRACTION .