Question 20: Manage and improve the quality of tourism services.a. the concept Improving the quality of tourism services is the whole of the works to maintain and bring up the high level quality of service than before to satisfy expectations of visitors, societies and corporate efficiency.b. the meaning Improving the quality of tourism services is the key factor to business because: -Quality of service decided the competitiveness of enterprises -Service quality will make up the reputation, credibility for the business, is the basis for the long-term survival of businesses and the development of the business. -Improve the quality of service is the effective measures to combine the economic interests in society: social, business and consumers. Expand lưọng services also improve business performance in business. (The effect will be studied in the following article)c. The principal content of improving the quality of tourism services.+ The work to maintain the qualityRecovery activities: -In the operation of tourism businesses, although the improved programs to implement a culture of service are not errors, but also can not avoid the errors. Fixing the flaws that called the service recovery activities. -To perform the restoration services, according to Berry and Parrasurama, including 2 content: + Create the most favorable conditions for the exchange of information when the customer does not satisfy; facilitate client accessible to individuals as offering hot phone number, free of charge and ensure readiness to resolve customer complaints. Recovery staff are knowledgeable, be empowered to actively resolve the problem, don't be shirking. The way to collect information: From the direct service, from the mailbox or shared comments, from the client, since the referendum votes, from the Conference, Expo, from the Association from the journal of marketing, economics, from research results and judgements based on periodic summation ,... + Turn the restoration into the pop Odyssey live opportunities of interest to the customers in order to satisfy the customer, make it pass the unhappy impression and be interested in tourists. Prevention activities: According to the ISO 9001:2000, the preventive activity is the whole of the activities intended to eliminate the cause of the underlying mismatch and the appearance of them.+ Do not stop improving the quality of tourism services. The principle of improving the quality of tourism services: -Determine quality is first and foremost rather than profit is first of all a. .. All management must impact the enjoyment of customers rather than towards the producers. -Appreciate the quality team of workers, apply appropriate measures to mobilize most of everyone's talents to improve the quality of service. -Improve the quality of service must resolve a way to sync the face, the stitching, everywhere, at all times of the process quality. from the study of the needs of certain customers to expect, the quality criteria of the service to the design, production and service provision. -Check closely to prevent errors, seek out remedies in order to constantly improve the quality of service. The content of improving the quality of tourism services -Diversification of the tourism product type -Constantly maintaining and upgrading of the technical infrastructure of tourism -Improving the quality of laborers in the travel industry -Strengthen international cooperation in the field of tourism
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