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All posts tagged Service

Recognition and Management of Emotional Labour in the Tourism Industry

Categories: Case Study, Management, Oceania, Pacific, Private Sector, Public Sector, Report
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This project sought to extend the understanding of the emotional labour performed by service workers in the tourism industry, in order to identify more clearly the skills required to perform such labour and the management strategies which can support service workers in their client service work.

by Barbara Anderson, Chris Provis and Shirley Chappel

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Recognition and Management of Emotional Labour in the Tourism Industry

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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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Yield Management Through Enhanced Value Creation: Examination of a Regional Tourism Project

Categories: Marketing, Oceania, Pacific, Report, Visitors
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This report investigates methods to detect and improve value for tourism businesses and for the tourists. The results can assist industry in identifying examples of operations management that can enhance the perceived value of a product/service, but also those areas that are not necessarily key performance variables in the perceptions of tourists. Such results will assist in guiding the capacity for management to understand value from the tourists’ point of view and assist in providing those products and services that exhibit quality, value and variety with the aim of enhancing competitiveness and higher levels of tourism yield.

by Lisa Melsen and Peter Murphy

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Yield Management Through Enhanced Value Creation: Examination of a Regional Tourism Project

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Welcome
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