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By:
Jenny Chau
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Decks in this class (13)
Basic Facts
Tourism definition der world tour...,
Facts and figures about the world...,
Social cultural and economic sign...
5
cards
Chapter 1: The metamorphosis of services
I importance of services tourism ...,
The service economy 2,
Growth in the service sector 3
15
cards
Chapter 2: Special features of services
I four characteristic features of...,
Intangibility properties 2,
Heterogeneity levels consequences...
11
cards
Chapter 3: Service quality
I development of quality manageme...,
Quality gurus 2,
Why is quality important 3
16
cards
Chapter 4: Understand and involve customers
I concept of customer centricity 1,
Customer centricity 2,
Guestology disney 3
17
cards
Chapter 5: Service vision, service design and service interaction
I service vision 1,
Service vision 2,
Service strategy 3
15
cards
Chapter 6: Service Marketing: Customer Experience Management and Customer Relationship Management
I service marketing 1,
Integration of marketing operatio...,
Ii marketing mix for services 3
10
cards
Chapter 7: Service guarantees, service failure and service recovery
I service failure 1,
Sources and challenges of service...,
Ii service guarantees 3
11
cards
Chapter 8: Manage and involve employees in service organizations
I relevance of personnel manageme...,
Five reasons for the special mean...,
Emotional labor 3
10
cards
Chapter 9: Leadership in service organizations
I leadership and leadership styles 1,
Leadership style 2,
Ii requirements for leaders 3
10
cards
Übungen
Accra beach hotel 1,
Accra beach hotel 2,
Singapore airlines 3
10
cards
Group Presentations
Bio hotel stanglwirt 1,
Pun pun sustainable living and le...,
Spicers retreats australien 3
5
cards
Guest Presentations
Aida the cruise market germany pr...,
Aida 2,
Aida 3
4
cards
More about
Tourism management
- Class purpose General learning
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