HTM 302 Lecture Notes - Lecture 11: Quark Expeditions, Travel Agency

• School: Ryerson University
• Department: Hospitality and Tourism Management
• Course: HTM 302
• Professor: Rachel Dodds

Document Summary

Htm week 11 dodds | november 27, 2015 iclicker: what is a key element needed for a successful partnership, creates value for both parties, not much beneficial. Increases promotion: quark expeditions sells off its last minute trips to osuya"s travel agency who sells them to consumers at the gateway to antarctica. Who is osuya: the direct channel, the intermediary, the tour operator. Downfall of our industry customer"s always right and the service is always most important. To alleviate customer anxiety, tour operators have fam trips (familiarization trips) take people on the trip and show them around so they become the ambassadors for the trip (big risk for the tour operators) Service expectations are increasing and it"s getting harder and harder for the service industry to meet expectations. Reduce variability of service so that your customers receive a more fluid service. Greatest value you can get from your customers loyalty. So many loyalty programs out there; people are fiscal.