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Service Quality Management in Hospitality Tourism ... - (Chapter 1. Concepts of Tourism Hospitality and Leisure Services)
Service Quality Management in Hospitality Tourism ... - (Chapter 1. Concepts of Tourism Hospitality and Leisure Services)
INTRODUCTION
1. Two main elements: (a) movement, which refers to the journey (trav-
el) to and from a destination (the dynamic element of tourism); and
(b) the overnight stay outside the permanent residence in various
destinations (the static element of tourism)
2. Movement to and from the destination is temporary (temporary
change of residence), short-term, with intention to return
3. Destinations are visited for purposes other than taking up permanent
residence or employment
4. The activities tourists engage in during their journey, and the stay
outside the normal place of residence and work, are distinct from
those of the local residents and working populations of the places
visited
Copyright © 2001. Routledge. All rights reserved.
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Concepts of Tourism, Hospitality, and Leisure Services 3
Mok, Connie, et al. Service Quality Management in Hospitality, Tourism, and Leisure, Routledge, 2001. ProQuest Ebook
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4 Service Quality Management in Hospitality, Tourism, and Leisure
There is a strong link between tourism and travel. Travel refers to the
spatial displacement of people and the activities of people taking trips to
places outside their residence for any purpose except daily commuting to
and from work (McIntosh, Goeldner, and Ritchie, 1995). Travel may be
undertaken for tourism purposes, or other purposes such as migration,
commuting, or exploring. It includes both business and convention tour-
ism as distinguished from "pure" pleasure tourism. Thus, travel has wider
meaning and application than tourism.
Hospitality is concerned with the provision of accommodation and
catering (food and beverage) services for guests. It also refers to the
reception and entertainment of travelers, the way they are treated by indus-
try employees (with empathy, kindness, and friendliness), and an overall
concern for the traveler's well-being and satisfaction. Tourists are not the
only consumers of hospitality services; local residents also use them.
Leisure is considered to be part of free time available to the individual
after necessary work and duties are accomplished, to be spent at the discre-
tion of the individual (Miller and Robinson in Mieczkowski, 1990). It refers
to the time free from obligations, filled with specific activities, without
pressure of necessity. The problem is, however, in distinguishing between
work and leisure activities, and activities undertaken for the purpose of
subsistence (e.g., eating). The same activities can be regarded as leisure and
as obligations by different individuals. For instance, gardening can be re-
garded as a leisure activity by some people and as work by others. Eating,
shopping, social activities, and even sleeping may be considered as leisure
rather than necessity. The difficulties in categorizing leisure activities were
illustrated by Cosgrove and Jackson in Mieczkowski (1990). Consequently,
what is viewed as leisure or work depends upon personality, traditions,
Copyright © 2001. Routledge. All rights reserved.
Mok, Connie, et al. Service Quality Management in Hospitality, Tourism, and Leisure, Routledge, 2001. ProQuest Ebook
Central, http://ebookcentral.proquest.com/lib/uwsau/detail.action?docID=1112529.
Created from uwsau on 2019-12-10 02:19:32.
Concepts of Tourism, Hospitality, and Leisure Services 5
tourism and travel. Also, tourism has far more significant commercial
implications for the economy than recreation, which is often provided for,
free of charge, by the government or social organizations. Further, tourism
does not require learning special skills, as opposed to recreation, which
may require the acquisition of special skills (Mieczkowski, 1990) such as
sport skills.
In summary, the concepts of tourism, hospitality, and leisure are differ-
ent, although they are related. Tourism and hospitality are concerned with
the provision of goods and services; leisure is a concept of time; and
recreation is a concept of activity. Much tourism takes place during leisure
time. Recreation is often the main purpose for participation in tourism. All
these concepts are characterized by very complex relationships in the
creation and delivery of their services to tourists.
Mok, Connie, et al. Service Quality Management in Hospitality, Tourism, and Leisure, Routledge, 2001. ProQuest Ebook
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6 Service Quality Management in Hospitality, Tourism, and Leisure
ble products. However, tangible products such as cars also require many
intangible service elements such as the transportation process itself. An
intangible service such as education includes many tangible elements such
as books. Consequently, all marketing products are mixtures of tangible
goods and intangible services.
Services are provided in every sector of the economy: in retailing, whole-
saling, transportation, telecommunication, finances, health, education, and
many other sectors, including tourism, hospitality, and leisure. For example,
renting a hotel room, depositing money in a bank, visiting a doctor, getting a
haircut, or traveling on an airplane—all involve buying a service.
However, the theoretical concept of service is very complex and diffi-
cult to define. It consists of a set of different elements. Thus, it can be
explained in several different ways. It has been agreed that service repre-
sents one of the main aspects of product delivery. Service has been defined
Mok, Connie, et al. Service Quality Management in Hospitality, Tourism, and Leisure, Routledge, 2001. ProQuest Ebook
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Concepts of Tourism, Hospitality, and Leisure Services 7
as "any activity or benefit one party can offer to another that is essentially
intangible and does not result in the ownership of anything. Production
may or may not be tied to a physical product" (Kotler et al., 1998). The
literature also refers to services as deeds, processes, and performances
(Zeithaml and Bitner, 1996) and interactions or social events (Normann,
1991). The focus is on the service process or service encounter, which has
been defined as the interaction between the customer and the firm or the
dyadic interaction between customer and service provider (Czepiel, Solo-
mon, and Surprenant, 1985; Shostack, 1985; Solomon et al., 1985; Surpre-
nant and Solomon, 1987). Shostack (1985) defined this encounter as a
period of time during which a provider and a customer confront each
other, or a moment of truth. What happens between a customer and a
provider during this encounter determines the quality of the services and a
customer's satisfaction with service.
The extent of personal interaction between a provider and a customer
and the length of this interaction vary among services. Mills (1986) divid-
ed services into three primary categories: maintenance-interactive, task-
interactive, and personal-interactive. The first type is of a simple nature
and is characterized by little uncertainty in transactions (e.g., fast-food
restaurant services). The second type is characterized by greater risk in
transactions and depends upon the service providers for information and
expertise (e.g., banking services, brokerage firms) and is, consequently, an
intense interaction between the service provider and the customer. The
third type is the most complex. It depends upon a very intense interaction
between the provider and the customer, the performance of the service
providers, and their competence and personality. This type of service is
very labor intensive and is characterized by the greatest risk in transactions
Copyright © 2001. Routledge. All rights reserved.
Mok, Connie, et al. Service Quality Management in Hospitality, Tourism, and Leisure, Routledge, 2001. ProQuest Ebook
Central, http://ebookcentral.proquest.com/lib/uwsau/detail.action?docID=1112529.
Created from uwsau on 2019-12-10 02:19:32.
8 Service Quality Management in Hospitality, Tourism, and Leisure
Mok, Connie, et al. Service Quality Management in Hospitality, Tourism, and Leisure, Routledge, 2001. ProQuest Ebook
Central, http://ebookcentral.proquest.com/lib/uwsau/detail.action?docID=1112529.
Created from uwsau on 2019-12-10 02:19:32.
Concepts of Tourism, Hospitality, and Leisure Services 9
satisfy tourist needs while they are away from home. It includes the jour-
ney to and from a destination, transfer from and to an airport, accommoda-
tion, transportation while at the destination, and everything that a tourist
does, sees, and uses on the way to and from the destination, including
purchases of food and drinks, souvenirs, entertainment, amusement (French,
Craig-Smith, and Collier, 1995), and a very wide range of other services
such as financial, medical, insurance, etc.
A tourism product is often referred to as a tourism destination. How-
ever, a tourism destination is a geographical area or, as Burkart and Medlik
(1981) noted, a geographical unit visited by a tourist, which may be a village,
town, or city, a district or a region, an island, a country, or a continent. This
geographical unit offers a number of different tourism products for pur-
chase and consumption.
The major components of the tourism destination are:
the course of the journey and stay at destination, classified as direct and
indirect services. The direct services include transportation to and from the
chosen destination (air, sea, land); transportation within a destination and
between destinations; accommodation at the destination (hotels, motels, re-
sorts, home and farm stays, RV parks, campgrounds, etc.); catering (food and
beverage); sightseeing; shopping; entertainment; recreation; information; and
many others. These services cater directly to tourist needs. The indirect
services are financial, medical, insurance, retailing, wholesaling (travel agent,
tour operator), cleaning, printing, telecommunication, good water, sewerage,
or electricity. These services support the provision of direct services. Without
indirect services the provision of direct services would be impossible. As a
result, a tourism product is a service rather than a tangible product.
The tourism product is not only a collection of tangible products (hotel
buildings) and intangible services (accommodation services) but also psy-
Mok, Connie, et al. Service Quality Management in Hospitality, Tourism, and Leisure, Routledge, 2001. ProQuest Ebook
Central, http://ebookcentral.proquest.com/lib/uwsau/detail.action?docID=1112529.
Created from uwsau on 2019-12-10 02:19:32.
10 Service Quality Management in Hospitality, Tourism, and Leisure
services to tourists. For example, Pearce (1982) illustrated the role of many
people associated with the travel and hospitality industry such as restaura-
teurs, salespeople, hoteliers, and others in contributing to tourists' overall
perceptions of service. Sutton (1967) reported that competency in providing
services is an important element influencing positive tourist perceptions of
service. Pearce (1982) indicated variables that create tourists' negative per-
ceptions of service such as the service providers' impoliteness or profes-
sional incompetence. Negative perceptions deter visitation and discourage
repeat purchasing. Therefore, the way tourists perceive the service providers
influences the success of a particular tourism product (destination).
In light of these perceptions, the tourism product is a combination of
both tangible and intangible items that provide the tourist with total psy-
chological experiences. The tangible items may be furniture in a hotel
room or the food served in a restaurant. The intangible items include
Mok, Connie, et al. Service Quality Management in Hospitality, Tourism, and Leisure, Routledge, 2001. ProQuest Ebook
Central, http://ebookcentral.proquest.com/lib/uwsau/detail.action?docID=1112529.
Created from uwsau on 2019-12-10 02:19:32.
Concepts of Tourism, Hospitality, and Leisure Services 11
SUPPORT SERVICES
People Attractions
Sector
Travel Trade
Sector
Financial
Catering
Sector Insurance
Outdoor and Indoor
Recreation and Leisure
Activities Sector
Printing Medical
SUPPORT SERVICES
Mok, Connie, et al. Service Quality Management in Hospitality, Tourism, and Leisure, Routledge, 2001. ProQuest Ebook
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12 Service Quality Management in Hospitality, Tourism, and Leisure
tourism product may also be developed without any conscious effort in the
minds of potential tourists, through the creation of a particular image by
promotion (Burkart and Medlik, 1981). The emphasis in the latter is on the
psychological and experiential component of the tourism product rather
than the tangible component.
The concept of the tourism product as a composite of various subpro-
ducts signifies the importance of the linkages and mutual dependence of
all sectors. Unsatisfactory performance of one subproduct (sector) can
reflect badly on the performance of the total product, and on overall tourist
experience and satisfaction with the total product. The nature of the tour-
ism product highlights the complexity and diversity of the tourism indus-
try, which depends on the interrelationships among all the sectors deliver-
ing tourism products and services. The nature of the tourism product
implies the importance of cooperation between all the sectors in order to
achieve an integrated tourism product and accomplish a major goal, which
is tourist satisfaction.
The concept of service has received substantial attention in the field of
tourism (Fick and Ritchie, 1991; Ostrowski, O'Brien, and Gordon, 1993),
hospitality (Lewis and Chambers, 1989; Saleh and Ryan, 1991) and recre-
ation (MacKay and Crompton, 1988).
REFERENCES
Cowell, D. (1991). Marketing Services. In M.J. Baker (Ed.), The Marketing Book.
Oxford: Butterworth Heinemann, pp. 456-466.
Crompton, J. and MacKay, K. (1989). User's Perceptions of the Relative Impor-
tance of Service Quality Dimensions in Selected Public Recreation Programs.
Leisure Sciences, 11(4): 367-375.
Czepiel, J., Solomon, M., and Surprenant, C. (1985). The Service Encounter:
Managing Employ eelCustomer Interaction in Service Business. Lexington,
MA: Lexington Books.
Edgell, D. Sr. (1990). International Tourism Policy. New York: Van Nostrand
Reinhold.
Eiglier, P. and Langeard, E. (1975). Une Approache Nouvelle pour le Marketing
de Services. Revue Francaise de Gestion, 2 (Spring): 97-114.
Fick, G. and Ritchie, J. (1991). Measuring Service Quality in the Travel and
Tourism Industry. Journal of Travel Research, 30(2): 2-9.
Foxall, G. (1985). Marketing in the Service Industries. London: Frank Cass.
Mok, Connie, et al. Service Quality Management in Hospitality, Tourism, and Leisure, Routledge, 2001. ProQuest Ebook
Central, http://ebookcentral.proquest.com/lib/uwsau/detail.action?docID=1112529.
Created from uwsau on 2019-12-10 02:19:32.
Concepts of Tourism, Hospitality, and Leisure Services 13
Mok, Connie, et al. Service Quality Management in Hospitality, Tourism, and Leisure, Routledge, 2001. ProQuest Ebook
Central, http://ebookcentral.proquest.com/lib/uwsau/detail.action?docID=1112529.
Created from uwsau on 2019-12-10 02:19:32.
14 Service Quality Management in Hospitality, Tourism, and Leisure
Solomon, M., Surprenant, C , Czepiel, J., and Gutman, E. (1985). A Role Theory
Perspective on Dyadic Interactions: The Service Encounter Journal of Market-
ing, 49(1): 99-111.
Surprenant, C. and Solomon, M. (1987). Predictability and Personalization in the
Service Encounter. Journal of Marketing, 51(2): 73-80.
Sutton, W. (1967). Travel and Understanding: Notes on the Social Structure of
Touring. International Journal of Comparative Sociology, 8(2): 218-223.
Westbrook, R. (1981). Sources of Consumer Satisfaction with Retail Outlets.
Journal of Retailing, 57(3): 68-85.
Zeithaml, V. (1981). How Consumer Evaluation Processes Differ Between Goods
and Services. In Donnelly, J. and George, W. (Eds.), Marketing of Services.
Chicago: American Marketing Association, pp. 186-190.
Zeithaml, V. and Bitner, M. (1996). Services Marketing. Singapore: McGraw-
Hill.
Copyright © 2001. Routledge. All rights reserved.
Mok, Connie, et al. Service Quality Management in Hospitality, Tourism, and Leisure, Routledge, 2001. ProQuest Ebook
Central, http://ebookcentral.proquest.com/lib/uwsau/detail.action?docID=1112529.
Created from uwsau on 2019-12-10 02:19:32.