By Robert C. Ford
This ebook is geared up round the 14 "Service ideas" with a bankruptcy devoted to every one. the latest study is built-in all through to aid every one precept and every bankruptcy offers "Exemplars of good Service". A "Moment of fact" function interspersed during the booklet offers an open-ended visitor carrier vinette and permits the reader to supply a suitable reaction or research of the location that displays an knowing of the main being coated. A "Lessons realized" part on the finish of every bankruptcy offers either practitioners and scholars with a assessment of the fabric quick, in an invaluable, utilized method.
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Extra resources for Managing the Guest Experience in Hospitality
These figures highlight the difficulties in translating global trends into destination specific patterns. What is currently known about senior travel? , 2003), very little empirical evidence is available on the characteristics that distinguish senior travellers from other age groups. Many studies do not actually provide comparisons between age groups, but rather just profile senior travellers. In addition, the samples of senior tourists used in this research are often restricted to particular types of senior tourist, such as those taking a package tour (Huang and Tsai, 2003) or long-distance drivers (Pearce, 1999).
Part One: New Consumers This page intentionally left blank 2 The transformation of consumer behaviour Ulrike Gretzel, Daniel R. Fesenmaier and Joseph T. O’Leary Introduction The emergence of new information and communication technologies (ICTs), higher levels of wealth, more leisure time, and changes in values and lifestyles due to a new consciousness regarding one’s own needs as well as regarding social responsibilities, have led to a new breed of tourism consumers. The new consumers of tourism products and services are more informed, more independent, more individualistic and more involved (Poon, 1993).
Internet use among Americans aged 65 or older, for example, jumped by 47 per cent between 2000 and 2004 (Pew Internet & American Life Project, 2004). With this growing use of information technologies across demographic and social groups, specifying who the users are in terms of traditional variables is becoming increasingly irrelevant. g. g. g. travellers create their own virtual personas to interact with fellow travellers in virtual communities or through instant messaging services). Thus, it appears to be especially important to think about users as representing ever-changing preference structures and to envision the implications of mediated rather than direct interactions with potential visitors.