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TOUR3008 (10)

Class Notes for TOUR3008 at University of Queensland

Service Management in Tourism

TOUR3008 Lecture Notes - Lecture 3: Customer Satisfaction, Quality Management, Hierarchical Database Model
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TOUR3008 Service Management in Tourism Semester 1, 2018 Week 3 (topic 3): Evaluating Quality in Service- Lecture Notes Satisfaction: judgment that a product (or service) provides a pleasurable level of consumption-related ...

Tourism
TOUR3008
Dr Niki Macionis
TOUR3008 Lecture Notes - Lecture 10: Organizational Culture, Customer Satisfaction, Starbucks
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TOUR3008 Service Management in Tourism Semester 1, 2018 Week 10 (Topic 8): Service profit chain and service culture Lecture notes Organisation psychology - Identifies how behaviours and attitudes can be improved through hi...

Tourism
TOUR3008
Dr Niki Macionis
TOUR3008 Lecture Notes - Lecture 8: Starbucks, Edgar Schein, Organizational Culture
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TOUR3008 Service Management in Tourism Semester 1, 2018 Week 8 (Topic 6): Service Values Vision- Lecture Notes hold the vision, trust the process: - A statement of how you want your customers to feel when you serve them. ...

Tourism
TOUR3008
Dr Niki Macionis
TOUR3008 Lecture Notes - Lecture 9: Demand Curve, Disney'S Fastpass
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TOUR3008 Service Management in Tourism Semester 1, 2018 Week 9 (Topic 7): Supply Demand. Psychology of waiting Supply = Production capacity. How much of product is available (seats, labour, equipment) Demand= How much of ...

Tourism
TOUR3008
Dr Niki Macionis
TOUR3008 Lecture Notes - Lecture 7: Role Conflict, Impression Management, Management System
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TOUR3008 Service Management in Tourism Semester 1, 2018 Week 7 (topic 5): The Service Encounter- Lecture Notes Service encounter - 2 way dyadic interaction between customer and service provider moment when firm customer i...

Tourism
TOUR3008
Dr Niki Macionis
TOUR3008 Lecture Notes - Lecture 2: Outsourcing, Social Change, Intangibility
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TOUR3008 Service Management in Tourism Semester 1, 2018 Week 2: Evolution of Management- Lecture Notes Metamorphosis of service: Dynamic thinking Engels theory (1857)- Increased family income decrease percent spent on food...

Tourism
TOUR3008
Dr Niki Macionis
TOUR3008 Lecture Notes - Lecture 11: Dual Role, Meed, Service Recovery
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TOUR3008 Service Management in Tourism Semester 1, 2018 Week 11 (Topic 9): Service guarantees Lecture notes Service guarantees - Guarantee to deliver service promise - A service guarantee is an explicit promise made by the...

Tourism
TOUR3008
Dr Niki Macionis
TOUR3008 Lecture Notes - Lecture 4: Customer Satisfaction, Mystery Shopping, Peter Drucker
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TOUR3008 Service Management in Tourism Semester 1, 2018 Week 45 (topic 4) Customer Orientation Centricity - Lecture Notes - The customer who determines what a business is, what it produces and whether it will prosper - Fin...

Tourism
TOUR3008
Dr Niki Macionis
TOUR3008 Lecture Notes - Lecture 12: Service Recovery, Service Provider, Competitive Advantage
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TOUR3008 Service Management in Tourism Semester 1, 2018 Week 12 (Topic 10): Service failure recovery Lecture notes - Service process failure - Service outcome failure Understand service failure: - Core technical failure -...

Tourism
TOUR3008
Dr Niki Macionis
TOUR3008 Lecture Notes - Lecture 1: Human Resource Management, Service Management, Operations Management
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TOUR3008 Service Management in Tourism Semester 1, 2018 Week 1: Introduction- Lecture Notes Service management: - Total organizational approach views all management functions and responsibilities through a service oriented...

Tourism
TOUR3008
Dr Niki Macionis

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