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Ebooks on agriculture and the applied life sciences from CAB International

CABI Book Chapter

Tour operators and operations: development, management and responsibility.

Book cover for Tour operators and operations: development, management and responsibility.

Description

This book aims to present a substantive foundation for the study and understanding of tour operators and their practice. It consists of 13 chapters covering the development of the package holiday, the operating environment for tour operators, product development, small and medium-sized tour operators, customer service, finance and pricing, travel regulations, distribution and marketing, human reso...

Metrics

Chapter 6 (Page no: 108)

Customer service.

The focus of this chapter is on customer service and how tour operators can improve service quality, which is not just a matter of managing the customer/provider interface but also how service quality may be assessed. This leads on to addressing customer satisfaction and loyalty and ways in which the tour operator can seek to improve their own performance. The key matter of managing service recovery in the event of adverse incidents concludes the chapter.

Other chapters from this book

Chapter: 1 (Page no: 1) Introduction. Author(s): Holland, J. Leslie, D.
Chapter: 2 (Page no: 11) The package holiday and the rise of the tour operator. Author(s): Holland, J. Leslie, D.
Chapter: 3 (Page no: 38) The operating environment. Author(s): Holland, J. Leslie, D.
Chapter: 4 (Page no: 59) Product development. Author(s): Holland, J. Leslie, D.
Chapter: 5 (Page no: 86) Small and medium-sized tour operators. Author(s): Holland, J. Leslie, D.
Chapter: 7 (Page no: 130) Financial planning: pricing the package. Author(s): Holland, J. Leslie, D.
Chapter: 8 (Page no: 146) Tour operators and key travel regulations (with David Grant). Author(s): Holland, J. Leslie, D.
Chapter: 9 (Page no: 166) Distribution (place). Author(s): Holland, J. Leslie, D.
Chapter: 10 (Page no: 187) Marketing. Author(s): Holland, J. Leslie, D.
Chapter: 11 (Page no: 219) Human resources and managing the workforce. Author(s): Holland, J. Leslie, D.
Chapter: 12 (Page no: 246) Crisis management. Author(s): Holland, J. Leslie, D.
Chapter: 13 (Page no: 264) Challenges and issues: a look ahead. Author(s): Holland, J. Leslie, D.