17 September 2009 Service Design in Tourism

27 September 2009 Service Design in Tourism

37 September 2009 Service Design in Tourism

47 September 2009 Service Design in Tourism

57 September 2009 Service Design in Tourism

curse / blessing

67 September 2009 Service Design in Tourism

77 September 2009 Service Design in Tourism

poor productcurse

87 September 2009 Service Design in Tourism

good productlow marketing budgetblessing

97 September 2009 Service Design in Tourism

good productbig marketing budgetchallenge

but..

107 September 2009 Service Design in Tourism

european tourism:99% < 250 employees94% < 6 employees

117 September 2009 Service Design in Tourism* EC 2003.

tourism = SME

127 September 2009 Service Design in Tourism* Pechlaner et al. 2004, Getz and Carlsen 2000, Morrison et al. 1999, Thomas et al. 1999, Buhalis and Cooper 1998.

perceivedproductquality

137 September 2009 Service Design in Tourism

arrival departure

the tourism product

gastronomy

transportation

leisure activities

…

accommodation

arrival departure

147 September 2009 Service Design in Tourism

service provider B

service provider C

service provider D

…

service provider A

arrival departure

157 September 2009 Service Design in Tourism

A5 A6

A3 A4

A1 A2

B3 B4

B1 B2 C1 C2

D1 D2

…

destinationservice provider A service provider B service provider C

service provider D

arrival departure

167 September 2009 Service Design in Tourism

A3

B1

B3

C1

D1

A5 A6

A3 A4

A1 A2

B3 B4

B1 B2 C1 C2

D1 D2

…

destinationservice provider A service provider B service provider C

service provider D

177 September 2009 Service Design in Tourism

arrival departureA3

B1

B3

C1

D1

187 September 2009 Service Design in Tourism

arrival departure

197 September 2009 Service Design in Tourism

arrival departurepre-service post-service

207 September 2009 Service Design in Tourism

arrival departurepre-service post-service

$

experiencesexpectations

travel rating websites

217 September 2009 Service Design in Tourism

227 September 2009 Service Design in Tourism

touchpoint touchpoint touchpoint touchpoint touchpoint touchpoint

Lobby+4

•Description

237 September 2009 Service Design in Tourism

touchpoint touchpoint touchpoint touchpoint touchpoint touchpoint

Lobby+4

•Description•Photo

247 September 2009 Service Design in Tourism

touchpoint touchpoint touchpoint touchpoint touchpoint touchpoint

Lobby+4

•Description•Photo

257 September 2009 Service Design in Tourism

touchpoint touchpoint touchpoint touchpoint touchpoint touchpoint

Lobby+4

•Description•Photo

267 September 2009 Service Design in Tourism

touchpoint touchpoint touchpoint touchpoint touchpoint touchpoint

Lobby+4

•Description•Photo•Video•Audio

277 September 2009 Service Design in Tourism

touchpoint touchpoint touchpoint touchpoint touchpoint touchpoint

Lobby+4

•Description•Photo•Video•Audio

287 September 2009 Service Design in Tourism

touchpoint touchpoint touchpoint touchpoint touchpoint touchpoint

Restaurant+3

•Description•Photo•Video•Audio

Lobby+4

•Description•Photo•Video•Audio

297 September 2009 Service Design in Tourism

touchpoint touchpoint touchpoint touchpoint touchpoint touchpoint

Restaurant+3

•Description•Photo•Video•Audio

Room+5

•Description•Photo•Video•Audio

Pool-4

•Description•Photo•Video•Audio

Bar+1

•Description•Photo•Video•Audio

…

Lobby+4

307 September 2009 Service Design in Tourism

touchpoint touchpoint touchpoint touchpoint touchpoint touchpoint

Restaurant+3

Room+5

Pool-4

Bar+1

Lobby+3

Restaurant+3

Room+4

Pool-2

Bar+3

Lobby+2

Restaurant+4

Room+5

Bar-1

Lobby+5

Restaurant+4

Room+5

Pool-1

Bar+4

Lobby+1

Restaurant+3

Room+4

Pool-5

Lobby+3.0

Restaurant+3.4

Room+4.6

Pool-3.0

Bar+1.75

317 September 2009 Service Design in Tourism

Kindly supported by:

Software design:

Project funding:

Marc Stickdornmarc.stickdorn@mci.edu

MCI Management Center InnsbruckTourism Business StudiesWeiherburggasse 8A-6020 InnsbruckAustria