Discussion Questions

Describe how services are different from goods.

Define quality using the many meanings the word can have.

What is a break from the service script? How do breaks from the script affect customer satisfaction?

Explain why the quality of tourism services is harder

What should a tourism service employee do to "turn a frown upside down"? to define and manage than the quality of hard goods.

How are expectations of a tourism service formed?

What can management do to ensure high$-$quality service?