international tour and hotel operations
Individual component (everyone must complete).
Using an online search, find a specific service provider in Sorrento and evaluate their operation. Judging by information and pictures available online, detail the service components of your chosen restaurant, rental agency (bikes, beach equipment) tour-operator, etc. and identify the components of their activity. The details should include a discussion of the following components:
- Identify: How do they plan and organizing people (opening hours, online content, at location control, & staffing)?
- What is the infrastructure needed to provide the service, include the information available on the service scape, what do the facility component look like online?
- How is the communication component of the service including, pricing, options, menus, what is the core product and how is it detailed?
- What are your expectation of service provider and its customer’s interactions? Service promise sets the expectation for the experience which the customers will use to rate the service and evaluate whether they are satisfied with what they purchased.
- Search for user generated content (online reviews) and summarize the evaluations. What is your general expectation of the service do you think you would be satisfied with the service?
Individual pre-departure component, graded assignment: should be between 3-5 pages. Double spaced and include a discussion of all 5 components.
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