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“ Managers do not control the quality of the product when the product is a service . . . .  The quality of the service is in a precarious state –  it is in the hands of the service workers who ‘produce’ and deliver it.” -Karl Albrecht
Customer Care Week One The  Service  Industry and Challenges
Objectives ,[object Object],[object Object],[object Object],[object Object],[object Object]
Learning Criteria ,[object Object]
Components of Travel and Tourism Industry O.H. 1.1
Travel Patterns Have Changed
The Hospitality Industry
The Accommodation Segment
The Foodservices Segment
The “Other Hospitality Operations” Segment
The Tourism, Hospitality and Leisure – in Europe ,[object Object],[object Object],[object Object]
 
 
[object Object],[object Object],[object Object],[object Object],Tourism, Hospitality and Leisure - UK
[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Tourism, Hospitality and Leisure - UK ,[object Object],[object Object],[object Object],[object Object],[object Object]
 
  The UK service sector is going from strength to strength with business volumes growing at their fastest rate for a year.  Profitability growth in the sector is also at a three-year high  As a result, confidence among firms is now at a five-year high.  But the study warns rising wage costs and skills shortages could hold  back growth in the sector.  "There is real evidence of an upturn in the service sector,"    (CBI, Edmonds S, Grant Thornton 2004) Tourism, Hospitality and Leisure - UK
Tourism, Hospitality and Leisure The Customer Challenge
Tourism, Hospitality and Leisure ,[object Object],[object Object]
Current Issues of Customer Service ,[object Object],[object Object],[object Object],[object Object],[object Object]
Current Issues of Customer Service (Continued) ,[object Object],[object Object],[object Object],[object Object]
New Trends in Customer Service ,[object Object],[object Object],[object Object],[object Object],[object Object]
Challenges! Challenges! ,[object Object],[object Object],[object Object],[object Object],[object Object]
More Challenges! ,[object Object],[object Object],[object Object],[object Object]
Four main types of service process
Capability versus commodity processes
Defining services ,[object Object],[object Object]
Defining services ,[object Object],[object Object]
The Service Process ,[object Object],[object Object],[object Object]
The Service Process ,[object Object],[object Object],[object Object],[object Object]
The service operation
Service = experience + outcome
Figure 1.3   Managing service and service operations
Inside-out versus outside-in Adapted from work by John Hughes, the Customer Service Network, UK.
Seminar ,[object Object],[object Object],[object Object]
Next week ,[object Object],[object Object],[object Object],[object Object],[object Object]

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1 The Service Industry