VUSSC/Content/Tourism/Customer Care/Stakeholder Perspective

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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

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Who are the stakeholders in your organisation/agency? Make a list of the different groups and individuals who have a vested interest in the continuation of your services.