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Expectancy Models and Work Related Service Innovation and Service Quality Orientation as a Business Strategic Tool in the Tourism Sector

In: Tourism - Perspectives and Practices

Author

Listed:
  • Abigail Chivandi
  • Michael Olorunjuwon Samuel
  • Mammo Muchie

Abstract

Service innovation and service quality have become important aspects as business strategic tools and for leveraging economies of scale in emerging countries in the Southern African Development Community (SADC). They have become pivotal drivers of the global economic increase in the hospitality and tourism service sector and in shaping the industries towards successful business strategic tools. In the SADC countries, such as South Africa, Zimbabwe, Zambia, Namibia and Lesotho, service innovation and business performances in the tourism/hospitality sector contribute immensely to the economies and make a significant contribution to the increase in gross domestic product (GDP) of the countries. Additionally these concepts also provide the necessary integration of the service sector, economic theories of the industry as well as quality service innovations that adhere to quality standards in the tourism and hospitality sector. The tourism/hospitality sector forms the basis for tourist satisfaction which is a key driver in profit making, financial performances, tourist retention and tourism destination reputation regionally, and internationally.

Suggested Citation

  • Abigail Chivandi & Michael Olorunjuwon Samuel & Mammo Muchie, 2019. "Expectancy Models and Work Related Service Innovation and Service Quality Orientation as a Business Strategic Tool in the Tourism Sector," Chapters, in: Senay Sabah (ed.), Tourism - Perspectives and Practices, IntechOpen.
    • Handle: RePEc:ito:pchaps:170318
    DOI: 10.5772/intechopen.82442
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    File URL: https://www.intechopen.com/chapters/64896
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    Cited by:

    1. Pierfelice Rosato, 2013. "Il processo d?acquisto del prodotto crocieristico nel mercato italiano," ECONOMIA E DIRITTO DEL TERZIARIO, FrancoAngeli Editore, vol. 2013(2), pages 287-308.

    More about this item

    Keywords

    service innovation; service quality; strategic tool; orientation; business performances; tourism sector; hospitality sector;
    All these keywords.

    JEL classification:

    • Z32 - Other Special Topics - - Tourism Economics - - - Tourism and Development

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