"If you are planning to visit Japan sometime this year, here we’ve rounded up a few things that you need to know before your trip..."
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Customer service in tourism
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"As more pregnant women arrive each month to give birth, others protest that they are gaming the system and debasing the notion of citizenship..." 
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"It takes focus to transform public-sector agencies to serve a diverse set of customers better. A ready reference--based on lessons from government leaders--can help ..."
Leona Ungerer's insight:
Although this post provides suggestions for government leaders, a lot of its content is relevant to IOP1502. And of course, considering that so many citizens are customers of governmental institutions, it is good to know that the same principles of supportive customer service ideally apply. See, for instance, the reference to a customer-centric approach, focusing on customer needs and walking in the footsteps of customers to get an idea of their experiences/perceptions. This especially relates to customer research (6.2.2) and notice how important customer-contact/frontline staff are - they interact most closely with customers and often understand customers' needs very well. See also that a customer-centric approach involves all levels of an organisation. The post also refers to customer satisfaction and that it is important to know what customers expect. Customers' expectations play an important role in whether they will be satisfied with their interaction with a company. Tourist satisfaction is discussed in section 15.4. Some elements of system design (9.2) may also be relevant to this post, for instance, the discussion around customer pain points and waiting time.
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"Less than a month after 17 people were killed in terror attacks on France, the government is assuring travelers that the City of Light is safe ..."
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"The calls to rein in Airbnb follows accusations that it was diminishing the returns of established hotels ..."
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"For the travel industry, the customer's experience is perhaps the most important variable in ..."
Leona Ungerer's insight:
This post relates to a number of units in the study guide, for instance, Study unit 1: Forces impacting on tourism (1.3: Political forces; 1.5: Direct and indirect competition; 1.6: Technology). It also relates to Study unit 3: The tourist as a human being (3.5: Customer expectations). It further relates to section 5.4: The role of internet-based technologies in travel behaviour and mentions loyalty, which is covered in section 16.3: Customer loyalty. Enjoy!
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