High standards of service delivery within tourism organisations have become increasingly important for those choosing a destination to visit. A strategic management approach is required if tourism firms are to maintain the necessary levels of service in order to build firm competitiveness at particular destinations. In such an approach, the firm needs also to be able to evaluate ‘latent’ demands that have yet to be fully articulated by the consumer through established expenditure patterns. By tapping into such latent demands within the consumer psyche, tourism based firms are able to ‘delight’ customers with their creativity and innovation.
Conference proceeding
Enhancing service quality and firm competitiveness within the tourism sector
CAUTHE 2006 : To the City and Beyond ; Proceedings of the Council for Australian University Tourism and Hospitality Education
CAUTHE 2006: Council for Australian University Tourism and Hospitality Education Conference, 16th (Melbourne, Victoria, 06/02/2006 - 09/02/2006)
2006
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22 Record Views
Abstract
Details
- Title
- Enhancing service quality and firm competitiveness within the tourism sector
- Creators
- Don FullerJanet Hanlan - Southern Cross UniversitySimon J Wilde - Southern Cross University
- Publication Details
- CAUTHE 2006 : To the City and Beyond ; Proceedings of the Council for Australian University Tourism and Hospitality Education
- Conference
- CAUTHE 2006: Council for Australian University Tourism and Hospitality Education Conference, 16th (Melbourne, Victoria, 06/02/2006 - 09/02/2006)
- Publisher
- Victoria University ; Council for Australian University Tourism and Hospitality Education; Melbourne, Victoria
- Identifiers
- 1744; 991012821584002368
- Academic Unit
- Management; Faculty of Business, Law and Arts; School of Business and Tourism
- Language
- English
- Resource Type
- Conference proceeding