ASSIGNMENT

Tourism Service Operations Assessment



Table of Contents

Introduction1

Service Operations Management1

Nature of Service and Intangibility2

Balance between Effective Service Delivery, Cost and Quality3

Role of Front Line Personnel in Service Delivery3

Evaluation/Measurement of Effectiveness of Customer Service Delivery4

Internal vs. External measurement4

Link between Quality Service and Repeat Patronage5

Critical Success factors for success of service organizations6

Conclusion7

References9

Tourism Service Operations Assessment

Introduction

The author learned about the tourism service operations during an internship at Dublin Airport. These practical experiences show how service product is different in many aspects from tangible products. Theory is often not the same in practice. Theory is basically a simplistic perspective of real world phenomenon. Students get confused with differences in practice and theory. However, they are the two sides of the same coin. The determination of quality, standard and customer satisfaction all are different for tangible products. The tourism services are specifically relying on creating satisfying customer delivery. It is becoming very important for the tourism services to deliver the quality experience to its customers. This paper assesses the challenges at the organization's end and how to effectively tackle these problems and treat them as opportunities to differentiate business form those of competitors. The repeat patronage and loyalty forms that cushion of the companies which helps firm in competing during the difficult days of business and is becoming of increased importance day by day (Aker, 1992: 39).

Service Operations Management

Service as product is different from goods in a variety of ways. The services are intangible, inseparable, variable, and perishable (Daft, 2011: 712). These differences make the management of service operations quite different from the goods operations management. The operations management in the realm of services is basically concerned with the design and management of service product, processes and supply chain that is involved in the production and consumption of these services. It is also concerned with the acquiring, developing and utilizing the needed resource in the most effective and efficient way as possible (MIT 2012). Hospitality sector is very lucrative and is of great interest due to rich opportunities in it. It made author realized the importance of aviation in this industry, the experience at Dublin Airport internship provided guidelines for future development of career.

Nature of Service and Intangibility

The services product is intangible by nature. People make comparison in tangible products more easily as compared to the intangible services. Fáilte Ireland is the responsible authority for the development of tourism in Ireland (Failte Ireland 2012). It is concerned with the Tourism marketing, training services, Product development, and research and statistics. The word “Fáilte” in Irish means “Welcome”. Due to the difficulty in making intangible operations known to people, it is very necessary to promote the business in the best manner as possible. Tour marketing services of Fáilte Ireland support promotional activities of Irish product providers Handling agents, tour operators, marketing groups and other tourism interests (Failte Ireland 2012).

The problem with intangible product is that, it cannot be presented tangibly to show the product quality. To tackle this problem, successful service providers use the tangible cues and stimulate ...