|
|
|
|
|
ITM Bachelor 3. Sem |
||
|
Training and development
|
||
|
In tourism, the customer is also producer of the product
ProSumer : Producer and Consumer at the same time RealPlayer
In tourism, the act of production and consumption happen together, without consumption, no production.
In the 1980s the concept of "the employee as a customer" was treated as a novel breakthrough. In the 1990s the process took the ultimate step of reversal and "the customer as employee in service organisations" was seriously examined. Result: The customer must be selected, trained, motivated and even dismissed if necessary. As such he is no longer a passive recipient of services, to be humoured at all times, but an active participant on equal terms with the official staff, thus giving rise to a new dimension - the design and management of the role of the customer as a Human Resource. "THE CUSTOMER AS EMPLOYEE" - Using Human Resource Management and Human Development Management Methods to create new approches towards "Guest Management" and "Guest Development" in Leisure and Tourism.
Customers are in service products producers per definition. And many parts of the production of a leisure and tourism experience are necessarily provided by the customer (f.i. getting information about a destination/sight beforehand to understand the significance of it or knowing his/her preferences when selecting food from a menu). Also customers nowadays do many things themselves that were provided before, like checking availabililty and booking via the internet, doing online-banking, using ATMs etc. Actually, selection (f.i. by pricing of product), training ("how to use the safe in this hotel room"), motivation ("No visit to X is complete without seeing Y") and dismissal ("Customers in bathing suits will not be served") are done everywhere, all the time - but mostly without realising it, without doing it ON PURPOSE.
|
||
|
|
|
Contact:
Prof. Dr. Wolfgang Georg Arlt FRGS |
|
