VUSSC/Content/Tourism/Customer Care/Stakeholder Perspective

STAKEHOLDER PERSPECTIVE

There are various 'stakeholders' – people or organisations who have a vested interest in the survival and profitability (or its equivalent) of that organisation/agency. These may include


 * Government;
 * Public Officials;
 * Tourists;
 * Tourists bureau
 * Travel agencies;
 * Hotels/partners and shareholders.

It is important for an organisation/agency to ensure that these stakeholders are happy as far as possible.

Customer Service Excellence looks at the needs of all of these groups. It then builds them into a realistic model of quality within a particular organisation/agency. This is achieved by a realistic approach to designing and maintaining customer service excellence.

Activity 4