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## Customer Satisfaction Through Service Quality * **Definition:** Assessment of how well a delivered service conforms to client expectations. * **Benefits:** * Customer retention * Avoidance of price competition * Employee retention * Cost reduction ## Tourist Motivation Models:...

## Customer Satisfaction Through Service Quality * **Definition:** Assessment of how well a delivered service conforms to client expectations. * **Benefits:** * Customer retention * Avoidance of price competition * Employee retention * Cost reduction ## Tourist Motivation Models: * **Plog's Tourist Motivation Model:** Classifies travelers as allocentrics (preferring new and unusual experiences) or psychocentrics (preferring familiar and structured experiences). * **Cohen's Model:** Describes different types of tourists based on their level of adventurousness and immersion in local culture. * **Stewart's Model of Holiday taking:** Describes four phases of holiday taking based on affluence and travel experience: * Bubble travelers * Idealized-experience seekers * Wide-horizon travelers * Total immersers ## Non-Users: * **Ex-Users:** Stopped using products/services for various reasons. * **Aware Customers:** Know about the product or service but need persuasion to purchase. * **Unaware Customers:** Not aware of the product or service's existence.