chapter 1-introduction to tourism service.pptVIP

Xu Fengzeng Tourism Service Management Xu Fengzeng Tourism Management Department Shandong University Introduction to Tourism ServiceChapter 1 What are services? Why study services management? Goods vs. Services Characteristics of Services Examples of Service Industries Health Care hospital, medical practice, dentistry, eye care Professional Services accounting, legal, architectural Financial Services banking, investment advising, insurance Hospitality restaurant, hotel/motel, bed breakfast, ski resort, rafting Travel airlines, travel agencies, theme park Others: hair styling, pest control, lawn maintenance, counseling services, health club “Goods” and “Services” In General: Goods are… Services are… What are services? Many definitions of service are available but all contain a common theme of intangibility and simultaneous consumption. The following represent a sample of service definitions: Long Definition: Services “include all economic activities whose output is not a physical product or production, is generally consumed at the time it is produced, and provides added value in forms (such as convenience, amusement, timeliness, comfort, or health) that are essentially intangible concerns of its first purchaser.”(James Brian Quinn, Jordan J.Baruch, and Penny Cushman Paquette, Scientific American, vol.257, no.2, Dec 1987, p.50) Short Definitions: Services are deeds, process, and performance.( Zeithaml, Bitner Gremler,2006) `A service is an activity or series of activities of more or less intangible nature that normally, but not necessarily, take place in interactions between customer and service employees and /or physical resources or goods and /or systems of the service provider, which are provided as solutions to customer problem.( Christian Gronroos, Service Management and Marketing, Lexington Books, Lexington, Mass., 1990, p.27) A precise definition of goods and services should distinguish them on the basis of their attributes. A good is a ta