Service quality in museums, a case study - cambridge and county folk museum
UNIVERSITY OF BRIGHTON ABSTRACT SCHOOL OF SERVICE MANAGEMENT MA IN TOURISM MANAGEMENT DISSERTATION TOPIC: SERVICE QUALITY IN MUSEUMS, A CASE STUDY: CAMBRIDGE & COUNTY FOLK MUSEUM By Eleutheria Kendristaki This study investigates service quality in the museum sector. Service quality has become a central issue in service industries for many years. However, it has only recently been discussed and its importance emphasised in museums. As competition increases in the leisure sector, quality service is an advantage that increases the number of new and repeat users. This dissertation includes a detailed literature review of service quality in general service industries and the issues of applying service quality to the museum sector. The case study-investigates whether or not the Cambridge & County Folk Museum delivers quality of service to external customers. The Folk Museum, like many major independent museums, faces decreasing visitor numbers due to changes in leisure patterns and public tastes. The service quality of the Museum needs to be reviewed, as it is preparing for a period of major redevelopment. This research project includes several surveys. Potential audience and current visitor questionnaires are used to assess the Folk Museum's quality of service from the point of external customers through ten determinants of service quality. Staff and receptionists
Dissertation, Sports Imagery
UNIVERSITY OF LINCOLN FACULTY OF BUSINESS AND LAW REC3030 DISSERTATION THE EFFECTIVENESS OF INTERNAL VERSUS EXTERNAL IMAGERY TRAINING AMONG CRICKET PLAYERS SUBMITTED BY MARK CHRISTOPHER HUGHES Supervisor: Robin Wright MSc In partial fulfilment of the requirements for the degree of Bsc (Hons) Recreation Management Abstract The purpose of this study was to examine the effectiveness of internal and external mental imagery among a sample of University cricket students. The subjects (n=18) were split up into three equal groups, internal imagery (group A) no imagery (group B) and external imagery (group C). Each mental imagery group included two County standard players. All the cricketers completed three 'cover drive' shot experiments over a six week period. The pre-test was undertaken during week 1, after which each subject within groups A (IN) and C (EX) were provided with an imagery script depending on the perspective. Each subject practiced their mental scripts for test 1, during week 3 and continued this process until week 6 for the final test. During the evaluation period, a number of subjects were interviewed to determine their own personal thoughts of imagery effectiveness. After the six week period of training the data was assembled and the analysis upon each individual was conducted. The two separate imagery perspectives were compared through a
Hospitality and Tourism Education and Training
Hospitality and Tourism Education and Training A Case Study of Scotland. Geno Trapaidze The Department of Hospitality and Tourism Management University of Strathclyde A thesis submitted in part of the requirements for the degree of MSc in International Hospitality Management September, 2007. ABSTRACT The purpose of this study is to examine the role of education and training and its impact on labour supply to the Scotland hospitality and tourism industry; what are the current issues are there? And how those issues can be minimised? Its also seeks to identify the relation between the customer satisfaction and the service employees via service quality for maintain the growth of the hospitality and tourism industry. It also tries to identify the current labour market issues of the hospitality and tourism sector in Scotland, and how these issues can be minimised. Research will be conducted through five individual interviews. This research should help the hospitality and tourism managers/employers understand the importance of retaining staff. Also it will aim to make educational institutions aware of the gap between the content and the design of their hospitality and tourism courses/degree programmes in relation to industry demand, as highlighted in relation to current labour market issues such as staff turnover rate, retention problems, and the image of the hospitality and
Dissertation on medical tourism. Most of the publications on medical tourism are focused on the phenomenon of the trend and its risks and benefits for patients; however, researcher is hoping to study the subject of inequalities that local communities of
Chapter 1 Introduction .1 The Emergence of Medical Tourism Medical tourism is described as an emerging trend in tourism industry. Health care systems worldwide are facing privatisation and globalisation and therefore medical industry is becoming more of a business opportunity nowadays. There are several factors influencing the growth of medical tourism - most of them are connected to cheaper costs and long waiting lists for treatments. However, popularity of low cost airlines and better accessibility to information (mainly via Internet) had a significant influence on the popularity of this trend. Medical tourism has a long history. First recorded signs of travelling for medical purposes go back to the 19th century, when French and German Spas were growing in popularity. General definition of medical tourism indicates that the trend is focused on travel for medical purposes, however the discussion is raised over what kind of treatments should be included in the medical tourism definition. Moreover, there is a debate on whether medical tourism definition should be focused on content of medical services offered or on motivation for treatment abroad. It is crucial to remember close relationship and differences of medical tourism and wellness tourism. While medical tourism is focused on medical treatments, which are often seen as essential health care, wellness tourism is
Hosting the Olympics 2012
Hosting the Olympics 2012: Is it Worth the Glory? CONTENTS Chapter 1 Introduction Chapter 2 Media and political attitudes towards the bidding process and the subsequent developments Chapter 3 Physical structures: Architectural considerations, cost of building and how they fit into existing and future community development. Chapter 4 Financial Implications: Where does the money come from and how does this affect citizens? Chapter 5 Citizen's rights and freedoms Versus Security Chapter 6 Transportation issues Chapter 7 Anticipating the aftermath Chapter 8 Conclusion CHAPTER 1 Introduction This paper aims to explore the overwhelming challenges and opportunities faced by major cities when they undertake regeneration in order to host international sporting events. It will review the examples of cities like Sydney, Barcelona, Atlanta, and, in particular, London. Each of the cities required extensive local regeneration. The paper will focus on the planning and publicity of two heavily populated sites in the UK capital of London, both of which are the size of small towns, for celebration of international events - the Millennium and the 2012 London Olympics. London has taken on these challenges in the aftermath of another major infrastructure project, the Millennium Dome, which was deemed a failure by many. These two projects are irrevocably related, being
Macau Express Travel Limited
Strategic Management Macau Express Travel Limited ++ Contents ++ Introduction 3 Background of the Corporation 3 Macau Organizational Chart 4 Current Situation 4 Corporate Governance 6 External Environment: Opportunity and Threat 8 Summary of External Factors 2 Internal Environment: Strength and Weakness 3 Summary of Internal Factors 7 Analysis of Strategic Factor - Situation Analysis 8 Strategic Alternatives 22 Evaluation of Financial Situation 26 Conclusion 27 Reference 28 Appendix: Transcript of Interview Questions 29 Introduction Tourism plays an important role in Macau. Every year, tourism brings direct or indirect income to solidify the foundation of our government's revenue. A city no larger than a needle point on a world map contains highly active travel agencies catering inbound and the outbound tourists from the neighboring regions. In this project, we are to study a company in Macau applying the concepts and theories of Strategic Management. Macau Express Travel Limited is the chosen company due to its relatively new establishment in Macau. Serious competitions in Macau from the same industry, there is a lot to study and adapt to various challenges to maintain its stability in the industry. We will focus on the company's current situation emphasizing on their investment and profitability, current missions and objectives, an
Euro Disney: The dream becomes a nightmare, 1987-94.
Case 13 EURO DISNEY: THE DREAM BECOMES A NIGHTMARE, 1987-94* At a press conference announcing Euro Disneyland SCA's financial results for the year ended September 30, 1994, CEO Philippe Bourguignon summed up the year in succinct terms: "The best thing about 1994 is that it's over." In fact, the results for the year were better than many of Euro Disneyland's long-suffering shareholders had predicted. Although revenues were down 15 per cent-the result of falling visitor numbers caused by widespread expectations that the park would be closed down-costs had been cut by 12 per cent, resulting in a similar operating profit to that of the previous year. The bottom line still showed a substantial loss (net after-tax loss was FFr 1.8bn) however this was a big improvement on the previous year (FFr 5.33bn. loss). Tables 1 and 2 show details of the financial performance. Regarding the future, Bourguignon was decidedly upbeat. Following the FFr13bn restructuring agreed with creditor banks in June, Euro Disney was now on a much firmer financial footing. As a result of the restructuring, Euro Disneyland S.C.A was left with equity of about FFr5.5bn and total borrowings of FFr15.9bn-down by a quarter from the previous year. With the threat of closure lifted, Euro Disney was now in a much better position to attract visitors and corporate partners. Efforts to boost attendance figures
The Leisure and Recreation Industry.
Contents Assessment Evidence Sheet - 2 Introduction - 3 Development of the Leisure and Recreation Industry - 4 Increase in Leisure time available - 4 Increase in Disposable income - 4 Improved Mobility - 5 Demographic Changes - 7 Changes in Fashion and Trends - 7 Technological Developments - 8 Significance of the Leisure and Recreation Industry - 0 Consumer Spending on Leisure and recreation products - 0 Numbers of People Employed - 1 Participation Trends in popular activities - 3 Components of the Leisure and Recreation Industry - 5 Arts and Entertainment - 5 Sports and Physical Recreation - 6 Heritage - 8 Catering - 20 Countryside Recreation - 20 Home-Based Leisure - 22 Structure of the Leisure and Recreation Industry - 23 Public Sector - 23 Private Sector - 26 Voluntary Sector - 29 Employment in the Leisure and Recreation Industry - 31 Arts and Entertainment - 31 Sports and Physical Recreation - 31 Catering - 32 Heritage Attractions - 32 Countryside Recreation - 32 Home-Based Leisure - 32 Single Job Description - 33 Curriculum Vitae - 35 Bibliography - 37 Assessment Evidence Sheet E-grade Evidence E1 - pages 4, 5, 6, 7, 8, 9 E2 - pages 10, 11, 12, 13, 14 E3 - pages 15, 16, 17, 18, 19, 20, 21, 22 E4 - pages 23, 24, 25, 26, 27, 28, 29, 30 E5 - pages 31, 32, 33,
Tourism Development in Heritage Cities.
Tourism Development in Heritage Cities Abstract Cultural resources contribute to the tourist interest for a city. However, the spontaneous organisation of the tourist industry in the space can lead to a decline in the same factors that made the city attractive in the first place. Middle-sized "heritage cities" are the most exposed to such dynamics. In Venice, pressure from tourism has reached a dramatic level. Recently, the debate has focused on the necessity to switch from ineffective hard tourism regulation to soft management tools. After presenting some theoretical arguments and general policy suggestions, the solutions envisaged in the case of Venice are described. It is argued that a 'cluster policy' targeting the cultural-tourism system would bring forward a more cohesive and viable use of the city's resources. The forthcoming introduction of IT to support tourism services fully complies with this vision. .0 Introduction. Cultural tourism and the cultural cluster Cultural tourism is a booming market. The World Tourism Organisation estimates in 10-15% the yearly growth in travel motivated by culture (WTO, 1996) against an overall average of 4-5 % for the tourism industry in general. Since heritage attractions are mainly found in cities, cultural tourism is naturally associated with urban tourism. Competing urban regions invest in cultural facilities and in the
Project Report on Tourism and Hotel Industry in India
Contents Executive Summary . Introduction 2. The Indian Scene 3. Government and Tourism 4. Pest Analysis 5. Tourism : A Sum Total 6. The Bottlenecks 7. What We Suggest 8. Case Studies Appendix 1 Appendix 2 Executive summary Tourism is one of the world's fastest growing industries at present and holds the status of the world's no. 1 industry. In India, tourism has the distinction of being the third largest export industry after gems, Jewellery and readymade garments still India's share of the world tourist traffic is a mere 0.51%. The non-tourist countries like Malaysia and Indonesia get much more tourists than India. For our study we have confined ourselves to the international tourists coming in India. The study is based on published data. We started with reviewing what India offers to a foreign visitor and what is the current status of the tourism industry. Then we proceeded to see what is the government doing to aid tourism The next phase of our study deals with the analysis of the tourism industry under the following parameters. * Political/Legal * Economic * Social * Technological In the course of our study, we realized that tourism is not a stand-alone industry. It is supported by various other industries like the hotel industry, airline industry, the railways, road networks, the tour operators and the government. These together have