Examen inglees - Apuntes 1,2,3 PDF

Preview

Summary

guia de estudio...

Description

1.1 Main types of tourism Domestic tourism Tourism is classified as domestic when the trip or holiday takes place within a person's home country. If a traveller crosses one or more national borders, this becomes International tourism and they will be classified as an international arrival in their destination country. An American citizen flying from Los Angeles (LAX) to Auckland (AKL) would be an outbound tourist from the USA and an Inbound tourist to New Zealand, International tourist arrivals and international tourist receipts are the most commonly accepted measures of a country's international tourism industry. Tourism is a key driver of New Zealand's economy and it attracts people from around the world Tourism's direct contribution to New Zealand's GDP was NZS8.3 billion or4.0% n 2014 Domestic tourism in New Zealand continues to grow. Domestic tourism is popular with some people because it is convenient in many respects For example, there are no difficulties speaking the language, using the currency and no passport or visa is required for travel. Mass tourism Mass tourism is a form of tourism that involves a large number of tourists coming to one destination: There is usually a particular reason to visit a particular location for mass tourism purposes, such as skiing in a mountain resort or sunbathing at a beach location. This form of tourism can involve tens of thousands of people travelling to the same destination, often at the same time of year It has been the most popular form of tourism since mass tourism holiday products were introduced in the 1970s as it is often the cheapest way to go abroad on holiday. A traditional package holiday is an example of mass tourism.

Specialized tourism Tourism has changed in recent times to reflect the changing tastes and preferences of visitors. To meet the needs, wants and expectations of a more adventurous population, the travel and tourism industry has responded over the last decade with the rapid growth of specialized tourism geared towards particular interests such as hiking, painting or culinary activities. According to the World Tourism Industry (UNWTO), specialized tourism can be defined as that which involves individual or group tours by people who wish to develop their given interests or visit places with a connection to their specific interest. Sports tourism and medical tourism are two examples. We will look at a broad range of different forms of specialized tourism later in the chapter Independent and packaged tourism Another innovation that has affected the travel and tourism industry in recent years is the way in which travel and tourism products are packaged. The rapid development of online services have changed how travellers book holidays. This has led to the creation of independent tourism. An independent holiday is one in which the traveller organises and books transport and

accommodation from separate sources rather than purchasing them together as part of an organized package. Packaged tourism, on the other hand, is defined as the simultaneous sale of at least two elements of a holiday to the traveller, such as fares on public transport (eg. lights) and commercial accommodation (eg-a hotel or self-catering apartment). Other elements, such as meals or excursions, are not essential to the definition of a holiday package, but may also be included.

Reason why people travel. Leisure travel Very simply, leisure travel is travel for pleasure and enjoyment Leisure tourists visit a destination to see an attraction, take part in activities and to experience a break from their usual daily routines. The important point about leisure travel is that people are travelling to engage in some leisure-related activity during their free time and that they are using their own money in order to do so. Their travel plans are not work-related (although it is common for some individuals to combine business with pleasure) and to all intents and purposes such travellers are on holiday. Furthermore, these leisure travellers can be subdivided into categories such as day trippers, overnight visitors or those on a particular type of holiday such as a short break. Business travel Business travel is an important part of the global travel and tourism industry and it is frequently referred to as MICE (Meetings, Incentives, Conferences and Exhibitions). People travelling for work-related purposes are business tourists. A particular business traveller may be going to meet with colleagues, they might be a delegate at a conference or an attendee at an exhibition or they might be travelling as a reward for past job performance. A characteristic feature of business travel is the fact that the employer will meet a significant proportion of the cost of travel and so business travellers tend to spend more than leisure travellers both in terms of transport and accommodation. Visiting friends and relatives (VFR) There is a trend in both the More Economically Developed Countries (MEDCs) and the Less Economically Developed Countries (LEDCs) for international travel for the purpose of visiting friends and relatives. In many cases, migration has resulted in large numbers of people working overseas while their families remain at home. This means that there will be a regular flow of expatriate workers travelling for home visits throughout the year, but particularly at holiday and festival times. VFR tourists usually spend money on transport and activities, but not on accommodation. However, the travel and tourism industry is very dynamic and changes in the types of tourism people prefer have encouraged tour opertors to offer specialised holidays catering

for specific requirements. These focus on interests and activities which appeal to a particular sector of the tourist market.

This has given rise to a variety of key specialised markets and travel motivations based on the particular reasons for travel such as:       



medical tourism: medical packages which offer cheaper general or cosmetic surgery abroad, followed by a period of recuperation. religious tourism religious journeys or pilgrimages to destinations such as Jerusalem, Lourdes and Meccal. adventure tourism: such as trekking in the jungles of Bormeo or the mountains of Nepal cultural tourism: heritage tours visiting historical and cultural sites, often in cities such as Rome, Athens, Florence and Venice ecotourism: trips to experience the unspoilt natural environment and wildlife in déstinations such as Amazonia or Antarctica sports tourism: trips to see a cricket or rugby team in a competition abroad or attending the FIFA World Cup or the Olympic Games health and spa tourism: visits to spa resorts which offer health therapy and beauty treatments in luxurious, relaing surroundings such as found at Kamalaya Koh Sarnui in Thailand. Special interest tourism, including dark tourism: trips to the locations of former conflicts, such as battlefields or concentration camps such as Auschwitz Dachau;

slum tourism: organised excursions to informal settlements and impoverished areas as more realistic form of experiencing a country, by getting in touch with real people and the local culture An example is Favela Da Rocinha in Rio De Janeiro brazil and film tourism:a specific form of cultur tourism which reflects the growing interest and demand for locations which become popular due to their appearance in films and television series, Film tourist is particulary big in new zealand following the succes of the hobbit.

2.2 Internal customers Internal customers have needs as well as external customers. If you are a manager and you are happy with your staff's effort, you should tell them; if you are not happy, you should tell them that as well Afer all, it is. far better that you and your staff identify and resolve any issues and/or gaps in service provision before your customers do. Successful service organizations understand well the importance of carefully monitoring and managing. customer satisfaction. The service encounter or 'moment of truth', in particular, can play a prominent role in determining a customer's satisfaction with the business. In recent years the concept of internal customers in service organizations has been highlighted and the general consensus is that the satisfaction of these internal customers (that is, erployees) is also important to the success of the company. As with external customers, an internal customer's satisfaction with the organisation can be significantly influenced by service encounters experienced with internal service providers the likely needs of internal customers will include. 







A safe working environment For example, employees expect their employers to provide them with an area to work where there are no risks or dangers to health and well-being. This includes providing any protective clothing or uniforms for the job role being undertaken, and also includes providing working conditions in accordance with local employment law. Training appropriate to their job role. For example, many job roles in the hospitality, travel and tourism industry require good product knowledge or specialist skils therefore employees must be properly trained in order to be able to carry out their duties to the best of their ability. Employers should provide any such training and pay employees at their normal rate of pay while they undertake the training. Knowledge of procedures; routines and performance standards for carrying out specific duties: For example, staff should be familiar with the organisation's policies and other job requirements that will affect the way in which the employee carries out their day to day duties Many organisations use industry specific performance standards including a code of conduct to help staff recognize what is expected of them when performing their job. Job satisfaction. For example, how content an individual feels in their job role and the extent to which they feel motivated to perform all aspects of their duties effectively.

2.3 The impacts of quality customer The attitudes, service provision and commitment of staff often reflect those of management. Good customer service involves everyone in the organisation, not just front-line staff. Ifyou are positive, enthusiastic and interested in your job, your staff are highly likely to follow suit. The aim should be for open and frank communication amongst staff. There should be total commitment from top down and bottom up if an organization is serious about delivering excellent customer service. Quality customer service will impact on all those involved with the organisationthe customer, the employee and the organisation itself. 

Impacts of quality customer service for customers The quality of customer service received will leave customers feeling either satisfied or dissatisfied. Customers will perceive their experience as being either positive or negative based on how well their needs are being met and whether they feel they have gained value for money oi not. A perception of the quality of the customer service received may be based on only one tiny aspect of the overall experience.



Impacts of quality customer service for employees If the employee is able to offer high quality customer service and receives positive feedback as a result, this will lead to a high level of job satisfaction. On the other hand, if the employee is unable to answer questions or lacks the appropriate training to know how to carry out aspects of their job role correctly, this is likely to lead to dissatisfaction with the job. Organisations that are willing to invest time and money in the training of their staff to enhance skill development greatly benefit the employee as their own level of employability will increase as a direct result of the training they receive. Organisations that encourage efficient team working practices will also contribute to the job satisfaction of their employees



Impacts of quality customer service for the organisation Investing time and money in developing staff pays off for any organisation as this results in a more efficient workforce. Stael will understand their job role within the specific context of the organization and can make a positive contribution, which in turn helps build the reputation of the organisation. Staff who are comfortable and competent in carrying out their job roles will increase the satisfaction of customers. This in turn will lead to repeat business and customer loyalty. If an organisation can satisfy customers by meeting their needs and exceeding their expectations, then the satisfied customer is likely to return again in the future This in turn creates excellent opportunities for the organisation to increase their earnings. The more customers they have, the greater the opportunity to generate revenue and income, which in turn allows an organisaion to create profit. The main implications of poor customer service delivery are likely to include things such as:



customers not getting information they need



loss of income to the organisation because of cancellations or customers not returning



increased costs to an organisation if they have to attract repeat business or new customers through marketing high staff turnover because employees do not feel valued inefficient and unhappy workforce



not meeting customers' needs or expectations, therefore fewer customers visiting the organisation



lack of customer loyalty no incentives to return, or products becoming cut dated, as well as changing trends or the organisation is not keeping up to date with these



poor public image -the effect of negative publicity on the organisation.

2.4 Assesing the quality of the customer service in travel and tourism organization Organisations have a number of informal and formal quality assurance systems to support the satisfaction of customer needs and to assess the effectiveness of their market service delivery. Commonly used strategies include tracking customer feedback and maintaining staffing levels, along with training programs and monitoring individual outcomes. Each organization will have its own set of operating systems. Most organizations have a customer service policy and this will set their strategy to look beyond their various customers. These policies will emphasize how the organization will deal with its different types of clients. Any service encounter between a customer and an employee is referred to as being a 'moment oftruth. It is at this

3.2 The aims of market research and analysis - Stages in the butler "destination lifecycle"

3.3 Market research: advantages and disadvantages of each research method

Primary we ask questions about what we want to know, we have information about our product, disadvantages organize everything and offer a benefit, long waiting time and can be influenced Secondary, advantages we use research of tourism or interest organizations, no cost disadvantages we cannot have focused answers to our questions, the research may not be recent or relevant or not valid.

3.8 Review the marketing mix - Price (Market skimming, penetration price)

Market skimming This is commonly used to break into the market, for products which have little competition. A high price is charged initially for customers who do not mind paying for the privilege of being amongst the first to try the product. These customers are often called innovators. Once the product has been adopted by a number of customers, the market is said to have been 'skimmed' and the price is gradually decreased as more people experience the product. This strategy could be adopted in an emerging destination hoping to sell its unique appeal to a limited number of visitors. Penetration pricing When launching into a highly competitive market, artificially low prices are set to entice visitors. The intention behind this strategy is to gain a large market share and earn increased revenue from a high number sales. Customer loyalty is sought, even where the price later increases. Penetration pricing may result in price wars between providers or destinations...