...Customer Experience Quality Approach Denise Gayle S. Valencia, Allyssa Nicole B. Ng, Jesca Veronica R. Arellano Christian Patrick B. Reijnders, Christian Darryll A. Assong, Michael Roger G. Saxton and Leilani De Guzman MARKETING RESEARCH We envision Saint Louis University as an excellent missionary and transformative educational institution zealous in developing human resources imbued with the Christian Spirit and who are creative, competent and socially involved. SCHOOL OF ACCOUNTANCY AND BUSINESS MANAGEMENT SAINT LOUIS UNIVERSITY PHILIPPINES December 2014 Tourist Satisfaction: a Customer Experience Quality Approach Denise Gayle S. Valencia, Allyssa Nicole B. Ng, Jesca Veronica R. Arellano Christian Patrick B. Reijnders, Christian Darryll A. Assong, Michael Roger G. Saxton and Leilani De Guzman Abstract Customer experience creates competitive advantage in terms of the customer, the staff and the travel agency. Thus, the critical importance of customer experience must be addressed to increase the potential of travel agencies for improving their business and leisure client’s experiences. Hence, the study analyzed the factors of product experience, outcome focus, moments of truth and peace of mind as constructs of the customer experience quality that possibly impact on customer satisfaction. The researchers probed on the data generated from consumer’s perspective and answers to assess the relationship of the customer experience juxtaposed...
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...street. Some were worrying, others dreaming, or just sitting in silence” (Shah 1). This opening passage from Tahir Shah’s In the Caliph’s House is a memorable one for me. It is the first line I read from many readings to come in my eager preparation for Morocco last summer. I remember my professor reading this line aloud during our first class meeting months later, and my anticipation at the trip to come. And now, over two months after returning from my trip to Morocco, I can instantly picture the scene, so familiar, and I am transported back to the streets of Fes outside our hotel. Travel writers like Shah, as well as anthropologists, use the power of writing to weave words into deep meaning. Before the classes and trip, I had little knowledge or experience in the fields of anthropology or travel writing. In becoming acquainted with these disciplines fall quarter, they seemed like completely different fields to me. Anthropology is a social science that studies the origins and social relationships of human beings. Travel writing, on the other hand, seemed a broad category of writing that encompassed basically any traveler writing about a different country or culture for practically any purpose. The main differences between anthropology and travel writing are the audience and purpose, the level of objectivity of the writer, and the role of the author in the piece. The differences I noticed initially between these two fields can be exemplified by two of the works I studied...
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...Lyceum of the Philippines University Batangas City College of International Tourism and Hospitality Management Narrative Report on Travel Agency Cozy Travel and Tours National Highway Pallocan West, Batangas City January 15, 2014 – February 27, 2014 In Partial Fulfillment of the requirement for the course TOUR 10B For the degree in Bachelor of Science in International Hospitality Management Specialized in Travel and Tourism Administration Submitted by: Jolina N. Dimaculangan Submitted to: Mrs. Melinda Tolentino Table of Contents I. Acknowledgement … 1 II. Introduction … 2 III. Company Profile … 3 IV. Mission and Vision V. Contents Scope of Travel agency’s job … 4 Organizational chart … 5 Abacus … 6 Advantages of Supervised Field Training … 7 VI. Learnings and Experience … 8 Acknowledgement Grateful acknowledgement is expressed to my beloved parents, Mr. Nelson D. Dimaculangan and Mrs. Julieta N. Dimaculangan, also to my older sister Jonalle N. Dimaculangan for being my inspirations and motivation to always do my best in everything I do and to always soar higher; for their hard work just to be able to send me to school; for their patience, love, and undying support; for always being there for me in times of laughter for always showing the world and making me feel how much they are proud of me, for their teachings and guidance which made me become as to what I am now. For being with me all through the...
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...II. Background of the Company Business Type: TRAVEL AGENCY Address: 1220 TAYUMAN ST, BGY 249, ZONE 023 TONDO, MANILA , 1220 Tayuman Street Sta. Cruz, Manila, Philippines Tel: + 63 2 256 9020 / + 63 2 256 5680 Tel: + 63 2 401 4703 / + 63 2 514 6238 Cell: +63 920 960 4510 Email: flyzonetravelandtours@gmail.com Services offered: Local transportations Ticketing Passporting and Visa Travel reservations Tour services Hotel reservations and booking Travel Guides Tour packages Fly zone travels focuses its business mainly on cultural customs, adventure travel and special tours, such as scientific exploration, religious, health, mountaineering, festival tours or any other tours of interest including incentive tours. FLYZONE TRAVEL & TOURS is a TRAVEL AGENCY business in MANILA,METRO MANILA Other Companies Nearby: * ------------------------------------------------- Amisola Maternity Hospital Hospitals, Medical and Dental Services * ------------------------------------------------- Angels of Hope School of Knowledge, Inc. Educational Institutions * ------------------------------------------------- Ay Shin Academy Educational Institutions * ------------------------------------------------- Holy Rosary Kiddie Pre-School of Manila Educational Institutions * ------------------------------------------------- Immaculate Conception Academy of Manila Educational Institutions * ------------------------------------------------- Saint...
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...My New Experience This essay is about my new experience during my internship. I must do an internship program in 7th semester and I did itfrom July to September 2015.Besides of it is the must, it also because I want to get some new experiences and improve my knowledge. This internship program needs at least 40 days work to pass, but I did it more than that since I knew my competency skill will grow because of this program.I do aware that this program is very crucial for my future and as this is a good chance to get the experience before graduating from Binus University, I did not hesitate to join this program because I knew this rare opportunity never come for a second time. Therefore, I must organizemyself and manage my time to do this internship. Honestly, internship program will be very useful to give me a picture of the world of work after I graduate from Binus University as I must work to live a life. Hence, I’ve donemy tasks and job descriptions for that 3 months....
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...University of Hawaii at Manoa Service-dominant logic & Marketing audit report: Hanh Phat Consultancy NGUYEN Thanh Hanh – Vemba 9 Hanoi Table of Contents A. “Marketing” vs “marketing” concept and Service – dominant logic Concept Explanation ………………………………………………………………………….2 Implementation in my practical business……………………………………………………...2 B. Marketing Audit Report: Hanh Phat Consultancy Executive Summary………………………………………………………………………….. 3 Company Introduction………………………………………………………………………3-4 Mission Statement……………………………………………………………………………..4 Situation & SWOT analysis ……………………………………………………………...4-5 Customers Equity & Competition………………………………………………………….6 Portfolio Analysis using Boston Consulting Group & GE Matrixes……………………..6-7 Segmenting, Targeting, Positioning ………………………………………………………..8 Marketing Mix ……………………………………………………………………………...9 Product, Price, Place, Promotion……………………………………………………………9 Conclusion and Recommendations……………………………………………………….10-11 A. “Marketing” vs “marketing” concept and Service – dominant logic Concept Explanation In my viewpoint, the two ideas of Peter Drucker and S Vargo on marketing try to convey an important message in analysing the “Marketing” that is not only a sole activity to engage in the market with its own business strategy but also “marketing” with involving the whole business to finalize the result based on customers’ needs, wants and requirements...
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...For me it is not enough to travel in my mind. I love the new experiences I get when I travel. For me it is the sounds, the smells, the people I am together with and the atmosphere that creates the experience. These things are not possible to get just by traveling in my own mind. When my family and I travel we spend a lot of our time at restaurants. The resturant or cafe, the food and the way it taste is also a big part of the experience. For example I remember a pizza I ordered when we were in Italy a couple years ago. It was at a restaurant called Punto Roma in the middle of Roma. We sat at the sidewalk and looked at the people. It was the best pizza I’ve ever have had. There was tomato, cheese, ham and vegetables on it. Every country has its own food and I can remember many vacations by the food we have eaten there. But when I travel in my mind, I don’t have to move and it’s free. I don’t have to think about all the trouble by ordering tickets, going to the airport and find a hotel. I can create the exact vacation I want because I can go where ever I want to with whoever I want to. I can travel with both friends and family without worrying about the cost of it and who’s going to pay for it. Also it doesn’t have to be planned. I can sit in my living room without moving and travel the whole world if I want...
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... I Believe in World Travel I believe in world travel. There is nothing like stepping into a fresh, new and exciting country. The overwhelming experiences that one gains from visiting another country can be compared to nothing else. Have you ever hungered for excitement, new experiences or the opportunity to meet new people? That’s me. I do. I have every day since the summer of 2006. That August my mom, my sisters and myself went to South Africa. I fell in love with the atmosphere and the locals who are so welcoming to travelers. We got to eat their food and dance to their music and simply learn from them. Ever since that summer I want with all of my heart to meet new people and learn how they act and think and cook. The thought of getting lost and being out of my comfort zone in a place I have never been excites me to the core. This year I also had a huge opportunity. I had the chance to spend a year living in the United States as an exchange student. It was my first chance to leave home and feel what means living miles from my family. I touched the ocean for the first time, I ate foods I’d never heard of, I made friends who didn’t even speak my language, and I became part of a family that was not my own. 2 Ali Motta The ability to travel is something that should never be taken for granted. It is the opportunity to change yourself and see new things from different perspectives. Travel educates us, travel makes us feel “at home” in places that are far from home...
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...develop this skill? | Being physical fit | This skill is necessary because an airhostess I will need to be fit to do my job well. An airhostess need to be fit to be able to work on a plane and on their feet through their journey so they need to be able to work for long hours and be able to cope with been in the air.An airhostess needs to have energy to calm passengers down in case of emergencies. | http://blog.aviationjobsearch.com/blog/2012/07/advise-air-hostess-jobs-what-skills-do-i-need/ | I do think I have this skill. This is because I am free from any physical or mental illness which might lead to incapacity or inability to perform cabin crew duties. I do not have to depend alcohol or drugs. I have a good and healthier life style. I have normal vision without any glasses. I am physically fit because I go to the yoga classes to keep my balance and flexibility. | This skill could be developed by checking my BMI every week to have a better diet and by eating more front to digest properly. I could improve this skill by running in my space time. | Clear communication | This skill is necessary because Airhostess will be answering passengers questions which mean my voice will need to be clear in a formal speaking tone of voice, politely to passengers. This means an airhostess will need to be fluent in English in order for passengers to understand my answers and announcements. Talk to passengers like I know them in a polite manner. | http://www.buzzle.com/articles/air-hostess-jobs...
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...xxxxxxxxx From: xxxxxxxx Re: Sharing Research on My Career Choice I am writing this in response for the request in information on my career choice. I am sure you believe that this assignment is important for me to consider what I want to do with myself over the next few years. Since I am in the business school, it is important that I reach a decision based on business. The two careers I researched were International Corporate attorney and Investment banker. Hopefully the details provided in this report will give you solace. I found information that brings to light what my future career should be. I believe I told you international law was something that interested me while a career in finance such as investment banking was also on my mind. My decision is based upon the best available research and is also the best decision for me more importantly. Since this report is based on my needs, I think that it is best to reveal them. My goal is to someday raise a family somewhere in the United States. So the criteria I am evaluating my career decision on is based with that goal in mind. There are specific needs that I would like filled with my career and families have unique needs. This report will contain many facts and figures based on research collected over a large period of time. The kinds of information provided in this report include salaries, employment outlook, education, and overall job experience. When I was researching law, I found that you were...
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...descriptors. It is perfect for me because I am looking to change careers and while I have an idea of the career direction I want to go, I don’t have a specific job title in mind. This search database will open the door to descriptions of numerous and different travel occupations even some I never heard of. The Interest Profiler helps you discover different types of work activities and occupations that you might like and find exciting. The other career tool I found to be very useful was the Work Importance Profiler, which helps you determine what is important to you in a job. One area, I looked into was Event Planning and found some interesting job titles and descriptions. If you are called an Event Planner, the requirements depend on the experience level and a bachelor degree is strongly preferred, but not necessary if the experience is there. The higher the job level such as Assistant Director, Director, Executive Event Planner the higher the experience and education level needed; some require a masters’ degree in addition to the work experience. For example, if you want to be Director of Meetings and Conferences, you must have a Bachelor degree, but a masters’ is strongly preferred with a 2yr minimum experience level. There is confirmation that these Event Planning positions are a good career path to take, the O*NET website lists the career as having a bright outlook for the future. The job descriptions vary and there are several...
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... Ming Mang Tomb , Tu Duc Tomb, Truong Tien River and so on. Most of the people travelling here are attracted by lyrical scenery. Beside exciting destinations, Hue is famous for its delicious food. People can enjoy a lot of kinds of food here such as Bun Bo Hue, Com Hen and ect. Food makes Hue become a popular and interesting place. In my opinion, Hue is a romantic city and worth visiting. Through this trip, I have many amazing and memorable experiences .This trip help me understand our history more clearly and more deeply . I hope I will visit Hue again one day. STUDY I am studying at the University of Economics HCMC. It was established in 1976 in Ho Chi Minh City. It is ranked among the top economic universities of Vietnam. Our university provides Qualified personnel and diversified fields of study. I’m a senior student. My major is international business. One of the main subjects is Logistics. I think logistics process is very vital. Any companies doing business in the market also have to make this process. I am importing goods from abroad on business for one year, to my mind, this major helped me a lot in my current work in stage from importation to distribution. At present, I am participating in an chain of activities of Confidence to Lifetime Program undertook by our...
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...expensive city in the world (Ranasinghe, 2014). Many conditions attributed to the exponential growth (i.e.: favourable tax regime, stable political climate, effective regulatory bodies) and prima facie, the robust human capital supporting its economy has well augmented it to be an economic powerhouse (Hui, & Toh, 2014) – despite the disparity in land size compared to her neighbours and the lack of natural resources. Section one of this reflective commentary examines the factors concerning and influencing Singapore’s graduate employment opportunities (GEO) from different perspectives and viewpoints. Section two delves into my professional career pathway till date. Deliberating input from psychometric analysis, peer feedback and personal preferences, this commentary discusses on the suitability of my desired role as a Business Development Manager at an Online Travel Agency (OTA). Section three would then discuss on recommendations for personal growth and professional improvements for career advancements. The standard font size is Times Romans 12 or Calibri 12 or Arial 11. 2|Page  1. Graduate Employment Opportunities 1.1. An overview From a labour-intensive economy in the years following independence, Singapore transformed into a capital-intensive and finally a knowledge-intensive economy (Gopinathan, Yiu & Saner, 2014). Gross Domestic Product per capita has nearly doubled itself in less than a decade (The Global Competitiveness Report 2014-2015, 2014) – a clear signal...
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...difficult at times. There is always someone criticizing the generation of young black Americans. Being that, I am African American and I have lived in the south my entire life, many people assumed that I would never travel outside of the state of South Carolina. On September 10, 2011 I received an invitation from People to People Ambassador Program asking me to travel to Europe as a student ambassador. The following summer I got to visit England, France, and Italy; my journey is a cultural experience that I will never forget. On the first day of our travels, we left the airport in Atlanta, GA for our fifteen hour journey to London, England. We arrived in the U.K. touring city learning the history of statues and gardens, witnessing the changing of the guards at Buckingham Palace, and viewing the beautiful city from the top of the London Eye. The following night we took an overnight ferry to Normandy, France to visit the D-day Memorial Beaches to receive a history lesson on what occurred during the last days of World War II. Our next stop on the agenda was Paris, France, the shopping capital of the world! The highlight of our Paris tour was going to the top of the Eiffel Tower, eating beignets in the café, and running from African venders. Days later we arrived in Italy where I met my homestay family, the Viviani’s. Accompanied by my host Gloria, we strolled along the Mediterranean beaches, propelled down a castle, and attended a birthday celebration. On the last day of our voyage we...
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...*The Guest Cycle in hotel The hotel guest stay cycle can be divided into four main stages. Within these four stages there are important task related to guest services and guest accounting. Front office employees must be aware of guest services and guest accounting activities at all stages of the guest stay. Front office staff can effectively serve the guest if they have a clear understanding of the flow of business in hotel. Guest Cycle also represents a systematic approach to front office operations. 1. Pre - Arrival The Guest chooses a hotel during the pre- arrival stage of the guest cycle. Choice of the guest can be affected by many factors, including previous experiences with the hotel, advertisement, word of mouth referral by friends and colleagues, location, corporate, travel agent booking, hotel name, hotel loyalty program member etc. The guest's decision of making the reservation can also be effected by the ease of making the reservation and the way reservation agent interacted and described the facility of the hotel like room type, room rate, recreational facilities and other attractions near the hotels etc. We can certainly call the reservation area as the sales office for non-corporate or group bookings. Its employees should be sales orientated and present positive, strong image of the hotel. If a reservation can be accepted, the reservation agent creates a reservation on the hotel management software. The creation of this reservation record starts the hotel guest...
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