RPTS 202

• Higher prices
• Higher Market share
• Loyalty

• "play"
• role expectations
• service areas that guest experience
• backstage hands
• front stage actors

• Word of Mouth
• Personal desires
• Past experiences
• Marketing messages

All employees must be committed to delivering value

Empower employees to foster innovative thoughts

Everyone is accountable for the organizations success

All employees must be motivated to excel

learn and understand customer wants

emphasize team goals

select and train the right people

Service mistakes happen when service script is broken

L-LISTEN: to what the guest has to say

A-ACKNOWLEDGE: let the guest know the problem is important

U-UNDERSTAND: show empathy by reiterating the problem

G-GIVE SOLUTIONS: allow the guest to choose from solutions

H-HIT HOME: follow up after recovery

Must be unconditional

Should be easy to understand/communicate

Should be meaningful

Should be easy to collect restitution

Compensation should be appropriate

There are two categories of breaking from a script, positive and negative change from which the customer expects

an amount of money or other item given to make up for some mistake or wrongdoing

the quality that customers develop after comparing their original expectations to the service quality factors during their experience-- this leads to their satisfaction level

learned patterns of behavior that guide interactions during a service

the social science that seeks to understand the choices people make in using their scarce resources to meet their wants

Quantity of life

power or decisions about "who gets what,where,how, and why"

Quality of life

• # of visitors
• $ spent per visitor

Yields higher returns than other industries

• Occurs when:
• -the area is especially appealing (super/infrastructure)

-If there is no other alternatives

What you give up, for what you purchase= you need to maximize return

When new $ is re-spent in local economy

Leakage= $ that leaves the economy

Canada= 2.5; Iceland= .64

Tourism $'s are stable

Economic Diversity

Economic incentive to improve

Encourages Entrepreneurial Activity

Jobs are created for tourism & employees

More tax $ is collected because of tourism

Can aid tourism through infrastructure development

More tax money is collected because of tourism..from:

• -lodging tax:percent of sales, be tax
• -meals tax
• -automobile rental tax: % of sales, per day assesment

An organization whose members include government officials as well as private citizens

• -govt. funds infrastructure
• -partners fund superstructure

• Examples:
• -chambers and cvbs
• -convention centers

-Determine tourism development policies and objectives

-suvery and inventory existing situation

-Recomend specific projects

-Implement the projects

-Monitor plan to see if objectives need to change

-Modify plan as new objectives become important

• constituent groups fighting over the finite amount of potential resources:
• -business owners
• -employees of tourism businesses
• -other business owners/managers/employees
• -taxpayers
• -local community/region citizens
• -tourists

Direct impacts: $ initially spent

Indirect Impact: portion of $ circulated through

Induced Impact: portion of direct $ goes to employees and spend locally

Leakage: purchasing power that is spent on imports to an area, resulting in a transfer of income out of the local economy

the benefits of one alternative relative to another

the action of converting a government-owned business to a private ownership

the additional economic activity that results when money is spend and respent in a reguion from the purchase of local goods and services

Physical capacity: limit on actual # of users that can be accommodated in a region

Environmental Capacity: limit on # of users before a destination is undesirable

Ecological Capacity: max level of users in an area, before ecological damage is incurred

• # of visitors
• Amount of use per visitor
• Quality of resource mgmt design
• # of area residents and their needs
• # of other users of the resources

Imagery=Expectations=Satisfaction

Result from cofnitive maps- perception of place, when not there (marketing)

Organic- developed through visitation, pictures, friends

Induced- generated through marketing

Culture= practices of a society

More money for a community

Bring people together= peace, new tastes

Increases "critical mass"

Can preserve historical/natural sites

Social carrying capacity

Demonstration effect

Loss of Culture and traditional jobs

Best jobs go to foreigners

Crime and moral character change

Loss or change of language

Acculturation

• Principles:
• -Blend in with local culture
• -Focus on existing scenic/ activity opps
• -Local ownership/mngmt of services
• -high proportion of local materials used
• -resource conservation=ecotechniques

• Benefits:
• -government is more likely to fun
• -jobs are created for tourism and employees
• -more tax $ is collected b/c of tourism
• -can aid tourism through infrastructure
• -Govt' funds infrastructure and partners fund superstructure

• Large
• Unplanned
• Uncontrolled
• Poor labor education
• Scattered dvlpmt.
• $$ to multi-national

• Small scale
• Planned
• Controlled
• Preservation
• Local Development
• $$ stays local
• Shared Benefits

• Fosters conservation of wildland
• Fosters conservation of wildlife
• Preserves historic buildings
• Communities prosper=rejuvenates
• City Center

the feel or flavor; really seeing and experiencing a place

the practices of a society, its customary beliefs, social roles, and material objects

over time

20th century phenomenon where the working and middle classes began traveling in large numbers for leisure purposes

the limit on the number of users that an area can accommodate before visitors perceive a decline in the desirability of an area

leisure travelers who prefer to visit less popular, more primitive destinations

a key concept in the environmental impact analysis that relates to the amount of use an environment is capable of sustaining under certain circumstances

two cultures meet and the dominate culture changes the less dominate

• Mass Markets: "one size fits all"
• -in developing countries

• Highly focused services "customizing"
• -for specific niche markets

• Demographic shifts (helps/hurts who?)
• -Boomers (computer users) Ethinic mis, disabled travelers, business/conference travel, ecotourism

• microsegmentation
• -making markets more specific

• mass customization
• -fulfilling unique needs of individuals buyers

Database marketing

Competitive cooperation

adventure: normal things such as hiking, skiing, camping

extreme: rock climbing, ski diving, things that are above adverage challenge and risk

• Environment:
• Alternative sources of energy
• Pollution taxed
• Mandatory recycling, reduce packing, h2o conserv

• Demographic:
• 1% increase in pop. per year
• india will overtake china

• Education:
• Teaching will be virtual
• Libraries electronic

• Shopping:
• Virtual

• Tech:
• Genetic engineering
• Human colonies on moon and mars
• Molecular nanotechnology

• Increase in standard of living:
• developing countries are big players (India)
• Tourism by far #1 industry

• Atractions:
• space tourism, underwater resorts, sub cruises, specialized resort

• Areas of expansion:
• pharmological destinations, adventure travel

• Transportation:
• Rocket & supersonic travel; moving sidewalks

• Product:
• -increase, decrease, alter
• -determine service and product demand
• -identify and describe surrent and prosp. guests

Place (location decisions)

Pricing (optimal strategy)

Promotion

• Primary:
• -observation
• -experimentation
• -surveys

• Secondary:
• -advantage=time and money
• -disadvantage= quality is often suspect