Final exam suggestions of service marketing
1. A) Define ASCI and B) Recovery Index?
Ans: ASCI: The American Customer Satisfaction Index (ACSI) developed by
researchers at the National Quality Research Center at the University of
Michigan, is a m
Definition of Tourism by UNWTO
Tourism comprises the activities of persons traveling to and staying in places outside their usual
environment for not more than one consecutive year for leisure, business, and other purposes.
Types/Category of Tourism:
Regional and Other Tourism Organizations
The tourism organizations consist of international, national, and non-governmental
organizations that help develop and manage tourism. They may be into education and
training, marketing, regula
UNITED FEDERATION OF TRAVEL AGENTS ASSOCIATION
United Federation of Travel Agents Association (UFTAA) founded on 1966 in Rome.
Earlier known as Universal Federation of Travel Agents Association.
Founded by merger of two large world organization IFTA and U
INTERNATIONAL AIR TRANSPORT ASSOCIATION (IATA)
Worlds first international scheduled services (IATA) started, it formerly known as
International Air Traffic Association.
IATA founded in Havana, Cuba.
In 1945 it has changed its name to the International Air
Factors that Encourage / Prohibit the Development of Tourism
As seen in the above section, changes of various factors, including social, cultural, political,
environmental, economic and technological forces could lead to both positive and negative
Private Sectors The private
sectors are commercial enterprises which are in business for making
money and with profit maximization as their primary aim. Examples of private sectors and their roles in
the tourism industry, except attractions which has been
8 Fundamental of Tourism and Hospitality Management
intelligence, business analysis, market research, and computer graphics are among those who can look
forward to opportunities in the industry.
Airlines are a major travel industry employer, off
5 Fundamental of Tourism and Hospitality Management
Father of History
Travelled all over Greecce and the Aegean Islands, sailed to Cyrene and explored
Sicily and Italy.
Made records of his travels
Also considered as the worlds first Travel Writer
15 Fundamental of Tourism and Hospitality Management
- The first travel agent was Thomas Bennett.
- The first steamship agent was Robert Smart.
- Why were early English railroads popular?
O The Early English Railroads Were Popular Because The Fares Were M
11 Fundamental of Tourism and Hospitality Management
Chapter 3 Study Guide:
12 Fundamental of Tourism and Hospitality Management
Attractions: amusement parks and theme parks are a major source of tourism employment.
Bus companies: require
1 Fundamental of Tourism and Hospitality Management
Definition of Tourism by UNWTO
Tourism comprises the activities of persons traveling to and staying in places outside their usual environment
for not more than one consecutive year for leisure, business,
18 Fundamental of Tourism and Hospitality Management
Figure: Tourism Organizations
19 Fundamental of Tourism and Hospitality Management
WORLD TOURISM ORGANIZATION (UNWTO)
Founded in 1978
RAINBOW OF SERVICE MARKETING
The tourism product differs from other products due to the wide
range it covers
Tourism industry and
HOSPITALITY TRAVEL AND TOURISM
A SERVICE MARKETING PERSPECTIVE
Marketing in tourism and
As the production and consumption experiences are
inseparable, it is impossible to sample a tourism service
Tourism through the Ages
Early Beginnings of Travel
The Babylonians (Sumerians)
The creation of money and trade
Trade was developed around 400 B.C.
Babylonians were also credited with the founders of travel business.
First cruises were o
Beginning by around the fifth decade of life, musculoskeletal changes may significantly
alter the posture, overall appearance, and/or function of older adults. Thinning of
intervertebral disks can lead to shortening of the trunk of
The GRACE model was developed for low-income older adults
to improve the quality of geriatric care, reduce excess
healthcare use, and prevent long-term nursing home
placement. It utilizes two distinct teamsa support team and a
Factors that influence customer expectations of service
Sources of Desired Service Expectations:
1. Personal needs physical, social, psychological, and functional needs
2. Lasting service intensifiers individual factors that lead the customer to a
Introduction: Saint St. Martin's Island is a small island (area only 8 km2) in the
northeastern part of the Bay of Bengal, about 9 km south of the tip of the Cox's
Bazar-Teknaf peninsula, and forming the southernmost part of Bangladesh. There
is a small a
1. Why is service innovation so critical for firms and countries?
Answer: Service innovation is a new or significantly improved service concept that
is taken into practice. It can be for example a new customer interaction channel, a
distribution system or
What Is Workflow?
Workflow, loosely defined, is the set of tasksgrouped
chronologically into processesand the set of people or
resources needed for those tasks, that are necessary to
accomplish a given goal. An organizations workflow is
comprised of the s
Why Is It Important to Nurses?
Health care has often faced the pressure to design, or redesign, its workflows to
be more efficient and effective. In many cases, the trigger for examining workflow
is in response to changes in how things are done. Today, th
Effect on Efficiency
Workflow analysis has often been used with the goal of improving efficiency. In
response to financial pressure and incentives driving provider organizations,
minimizing slack time has become important. Some of the studies discussed
Health care organizations provide valuable services that rely on large amounts of
high quality information. Information transfer is complicated because caring for
one patient can involve many providers and information sources. Thus, m
Health Information Technology
Health IT, used well, can improve efficiency and organizational workflow. In health
care, redundant information is often created and stored. As a result, care
providers spend a great deal of time reconciling information from
The research findings for these studies of operational workflows have practice
implications for nurses and researchers. Throughout the literature, the
importance of bringing multiple parties to the table was emphasized. Because
Recommended Steps To Implement
Cleaning to High Performance Team Cleaning. Please reference the last three days
worth of articles for background details.
As to implantation of Team Cleaning, we need to:
1. Identify the floors/areas that can
The graying of America has the attention of manynot only seniors themselves,
but public policy makers and health professionals. Caring for people age 65 and
older can be complicated and requires specialized knowledge of this demographic
Demographics of Aging
As the first wave of the 77 million baby boomers born between 1946 and 1964
move beyond their sixtieth birthdays, they are seeking answers to many questions
about growing older. Public health professionals and policy makers are seeki