thc5 lesson 3&4

• Perception - Customer’s judgement of the overall advantage of the product or services. (first impression & judgement.)
• Brand love - loyalty
• Dimension of Service Quality - ability to perform as customers expect.
• 5 Dimension of Service Quality - Tangibles, Service Reliability, Responsiveness, Assurance, Empathy
• ability to perform as customers expect

  Dimension of Service Quality
• Tangibles - Physical appearance of the service facilities
• Service Reliability - Differs from product reliability in that it relates to the ability of the service provider to perform the promised service dependably and accurately.
• Responsiveness - The willingness of the service provider to be helpful, be prompt in providing services, and to respond to customers’ requests, problems or complaints
• Assurance - The knowledge and courtesy of employees and their ability to inspire trust and confidence.
• Empathy - Employees’ high emphasis on customer requests to achieve higher satisfaction.
• Objectives of Service (Tourism) - Economic Development, Social and Cultural Enrichment, Environmental Sustainability.
• Managing Budget, Customer Service, Supervising Maintenance, Coordinating Department Tasks, Overseeing Food and Beverage - Objectives of Service (Hospitality)
• Continuum of Service - Maintaining quality service is challenging. Thus, creating concepts and planning can help to maintain a satisfactory level of service.
• Competition, Testing new service (Timely or Relevant), Uncertainty of customers on purchasing the services - Challenges of Service Quality
• Foreign exchange revenue - Export of goods and services of a country, then returns from its foreign investment.
• Tax revenue - The money that the government receives from taxation.
• Income - Businesses benefit financially from tourism, which also produces a wide array of job opportunities.
• Jobs/Employment - Availability and exclusivity of employment are subcategories of the economic effects of tourism.
• Invisible Export - Is the part of international trade that does not involve the transfer of goods or tangible objects, including service sectors like banking, advertising, copyrights, insurance, consultancy etc.
• Invisible Import - When tourists spend money from a tourist generating country to pay for tourism services in the host country.