TOUR3008 Lecture Notes - Lecture 1: Human Resource Management, Service Management, Operations Management
Document Summary
Tour3008 service management in tourism semester 1, 2018. Total organizational approach views all management functions and responsibilities through a service oriented conceptual lens, that makes quality of service, as perceived by the customer, the primary driving force for a business. Comprises of service marketing, service operations management, and service human resources management. Service act/process, intangible units of output/activities which in a commercial sense are offered for sale. Management, marketing, operations, strategic planning, consumer behaviour & social psychology, benchmarking, human resource management. National economy of every country depends on its service-based infrastructure- including transportation, communication, education, health care, and various government services. Increase in family income has effects on spending behaviour: percentage of income spent on food decreases, percentage of income spent of housing and household operations remains constant, percentage of income spend on other purchases increased rapidly. Apparent that as an economy develops, services become increasingly significant.
