Supporting the contemporary tourism product: Service management

Solnet, D. (2008). Supporting the contemporary tourism product: Service management. In Chris Cooper and C. Michael Hall (Ed.), Contemporary tourism: An international approach (pp. 307-343) Jordan Hill, Oxford, U.K.: Butterworth-Heinemann.

Attached Files (Some files may be inaccessible until you login with your UQ eSpace credentials)
Name Description MIMEType Size Downloads
Author Solnet, D.
Title of chapter Supporting the contemporary tourism product: Service management
Title of book Contemporary tourism: An international approach
Place of Publication Jordan Hill, Oxford, U.K.
Publisher Butterworth-Heinemann
Publication Year 2008
Sub-type Research book chapter (original research)
ISBN 9780750663502
Editor Chris Cooper
C. Michael Hall
Chapter number 12
Start page 307
End page 343
Total pages 37
Total chapters 13
Collection year 2009
Language eng
Subjects B1
909901 Hospitality Services
150603 Tourism Management
Formatted Abstract/Summary
Tourism is a complex system - an assemblage or interrelated combination of things or elements forming a unitary whole. Chapter 1 explained that this system includes various forms of individual products including the trip product, the destination product, the tourism business product and the service product. Underlying this tourism system is a need to understand how to best manage the experience in order to reach satisfying outcomes for tourists, individual organizations and destinations. The total tourist experience encompasses many aspects, but the primary aim of tourism businesses- customer or tourist 'satisfaction'- is ultimately determined as an emotional evaluation by the tourist. This is done as part of a tourist's overall appraisal of the destination experience through the co-creation of experience between tourist and producers. As a result, the management of each component of the tourism system by tourism businesses either individually or as part of organizational networks is particularly important. This chapter provides the foundation for understanding the key issues related to managing tourism service organizations in contemporary tourism.

The chapter first explains the importance of individual business performance within the context of a contemporary tourism system, and then outlines the ways in which a service-oriented strategy facilitates heightened tourist satisfaction. An overview of the evolution of thought from a manufacturing to a services paradigm is then explained, before a series of service management principles are defined and discussed. Understanding the links between tourism business interorganizational practices, organizational performance and enhanced destination perceptions are outlined in a tourism context, as is the importance of a strategic approach to human resources management. The creation of a service-oriented culture and climate is then discussed. The final section of the chapter overviews an innovative approach to measuring organizational performance in service organizations, linking business strategy to performance measures and the remuneration of staff and management.

This chapter draws extensively from the service management literature, and therefore makes frequent mention of the term 'customers'. It is important, in the context of tourism, to view 'tourists' or 'visitors' in the exact same context as 'customers'. Therefore these terms are used interchangeably.
Q-Index Code B1
Q-Index Status Confirmed Code

Version Filter Type
Citation counts: Google Scholar Search Google Scholar
Created: Thu, 08 Jan 2009, 15:40:09 EST by Claire Shuter on behalf of School of Tourism