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Service Quality Enhancement: Identification, Development and Evaluation of Tools for Small to Medium Tourism Enterprises

Categories: Management, Manual, Monitoring & Evaluation, Oceania, Operations, Pacific, Private Sector
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This project gathers insights into small to medium tourism enterprise (SMTE) operators’ behaviours and attitudes toward service quality training and business performance improvement activities in general. This improved understanding is a key step toward developing more suitable service quality training tools for a SMTE sector that is generally reluctant to invest substantial resources to these activities. In particular, the project focused on identifying particular training or business performance improvement preferences for the hospitality sector, primarily in Queensland. This was achieved through a survey of 255 SMTE operators and a small-scale onsite evaluation of a prototypical service quality tool.

by Ken Butcher, Beverley Sparks, Grace Pan & Janet McColl-Kennedy

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Service Quality Enhancement: Identification, Development and Evaluation of Tools for Small to Medium Tourism Enterprises

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Welcome
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The objectives of the study were to provide the foundation for the development of an industry-led set of national benchmarks for operational management of caravan and tourist park sites; a set of national visitor service quality benchmarks; a set of national protocols for ongoing performance management; and a decentralised knowledge management process whereby the practices, protocols and benefits of the project will be dispersed throughout rural and regional Australia. The achievement of these objectives provides a basis for improving the quality of service provision to caravan and tourist park customers and the management performance of caravan and tourist park operations.

by Bruce Hayllar, Gary Crilley and Barry Bell

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