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1 7 September 2009 Service Design in Tourism
| Date post: | 27-Jan-2015 |
| Category: |
Technology |
| Upload: | satu-miettinen |
| View: | 106 times |
| Download: | 1 times |
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 [email protected]
MCI Management Center InnsbruckTourism Business StudiesWeiherburggasse 8A-6020 InnsbruckAustria
