Understanding Tourism Services
What does the term “tourism service” mainly refer to in the tourism industry?
Services provided to tourists before, during, and after their travel experience.
What is the most important factor shaping tourist expectations before the trip?
Information sources (reviews, websites, ads).
What is the core tourism service in most travel experiences?
The main purpose of the trip (e.g., sightseeing, resort stay).
What does “service quality” mean in tourism?
Meeting or exceeding customer expectations.
What is a tourism service provider?
Any business offering services to tourists (hotels, airlines, guides).
Which characteristic of tourism services means they cannot be touched or tested before purchase?
Intangibility
What part of the tourist experience is influenced by cultural background?
Service preferences and behavior.
Which component includes transportation and accommodation?
Basic tourism services.
What is the term for tourists comparing expectations to the actual service?
Service quality gap model.
Why is cooperation between providers important?
It ensures coordinated services and smooth travel experiences.
What feature of tourism services means they cannot be stored for future use?
Perishability
Why is personalization important in tourism services today?
It increases satisfaction by meeting individual needs.
What are supporting tourism services?
Services that make the trip comfortable (food, entertainment, shopping).
Which international standard is often used for quality management in tourism organizations?
ISO 9001
What is vertical cooperation in tourism?
Cooperation along the supply chain (e.g., airline + travel agency).
What is the term for tourism services being produced and consumed at the same time?
Inseparability.
What is one key emotional factor that creates a memorable tourist experience?
Positive emotional engagement (friendliness, warmth).
What is a complementary tourism service?
Additional services provided for free (welcome drink, free Wi-Fi).
What is one benefit of consistent staff training in tourism enterprises?
Ensures stable, high-quality service delivery.
What type of cooperation occurs between similar companies, such as several hotels working together?
Horizontal cooperation.
Why is consistency difficult to maintain in tourism services?
Because tourism services depend heavily on human interaction and service providers.
How does customer participation affect the quality of tourism services?
Tourists actively shape the service outcome through their behavior and involvement.
Why is it important that all tourism service components work together smoothly?
To create a seamless and satisfying tourist experience.
Why is service recovery an important part of quality management?
Because solving problems quickly increases customer loyalty.
How does digitalization improve cooperation between tourism service providers?
It enables faster communication, data sharing, and integrated booking systems.