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Assessing the quality of customer service in travel and tourism organisations
Literature review of crm
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Abstract
An organization functions from the mission statement and the organizational structure. These functions helps to make a company move smoother within departments, which is assigned to individuals that are responsible for overseeing that part of the organization. The organization is responsible with living out the purpose of their mission statement. The organizational structure reflects from the operative goals to help the organization function accordingly. Operative goals according to Daft, “are performance goals, resource goals, marketing goals, employee development goals, productivity goals, and goals for innovation and change” (p. 63-4), in which the Spier’s Travel Agency follows by in operating the company.
The Organizational Structure:
An Understanding of the Complexities of the Environment within an Organization
The mission of Spier’s Travel Agency is designed to have an outstanding quality of professionalism and the utmost customer service. Also, to provide the magical experience of traveling of the desired customers. We are dedicated in helping our customers to have the best experience at their dream location at a low-cost. At Spier’s Travel Agency, we are confident that we can provide outstanding customer service to all costumers at all levels.
The Spier’s Travel Agency reflects on five important task within the company. Those task are as follow, outstanding customer service, great relationships with our clients and employees, the quality of time management to provide the clients with their dreamed vacations, to provide low-cost rates, and overall happiness and satisfaction. All these goals are acted upon to provide the needed services and to accomplish the facts that are stated within the company’s mi...
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...ws. With this company there is a great need to have a form set structure in order to continue with a success growth progress. The models of the organizational charts that were examined shows that there is room for growth as the company lives up to the goal, purpose, and mission of the agency. Spier’s Travel Agency has its structures where there should be little to no room for mistake, but there is no structure where mistakes would not happen within the company.
Reference:
Daft, R. L. (2008). Organization and Organization Theory. Organization theory and design 10(16). Mason,OH : Joe Sabatino.
Daft, R. L. (2008). Organization and Organization Theory. Strategy, organization design, and effectiveness 10(62-4). Mason,OH : Joe Sabatino.
Daft, R. L. (2008). Organization and Organization Theory. Fundamentals of organization structure 10(91).
Bolman, L. G. & Deal, T. E. (2013). Reframing organizations: Artistry, choice, and leadership. San Francisco, CA: Jossey-Bass.
Bolman, L. G., & Deal, T. E. (2013). Reframing Organizations (5th ed.). San Francisco, CA: Jossey-Bass.
Bolman, L. G. & Deal, T. E. (2008). Reframing organizations: Artistry, choice, and leadership, 4th Ed. San Francisco: Jossey-Bass
Robbins, S. P., & Judge, T. A. (2009). Organization behavior. (13th ed.). Upper Saddle River, NJ: Prentice Hall.
Boje, D. M. , Luhman, J. T. , and Cunliffe, A. L. “ A Dialectic Perspective on the Organization
The first issue in this case study come from the nature of tourist industry, when it can only make profit in the summer holiday; hence, it’s realized that the organization is more alike to the seasonal business. This requires Bergqvist to have new ideas to
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Robbins, S. Judge T. 2012, Groups in the organizations, Essentials of Organizational Behavior, 12(12): 188.
Bolman, L. G., & Deal, T. E. (2008). Reframing organizations. San Francisco: John Wiley & Sons.
Gibson, J.L., Ivancevich, J.M., Donnelly, J.H., & Konopaske, R. (2009). Organizations: Behaviors, structure, processes (13th ed.) New York, NY: McGraw-Hill Companies, Inc.
Organizational structure within an organization is a critical component of the day to day operations of a business. An organization benefits from organizational structure as a result of all it encompasses. It is used to define how tasks are divided, grouped and coordinated. Six elements should be addressed during the design of the organization’s structure: work specialization, departmentalization, chain of command, spans of control, centralization and decentralization. These components are a direct reflection of the organization’s culture, power and politics.
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Hatch, M. J., & Cunliffe, A. L. (2006). Organization Theory: Modern, Symbolic, and Postmodern Perspectives. New York: Oxford University Press.
1.2 Problem Formulation In the problem formulation part of my report I would describe the overall situation of the U.K Tourism industry. The service concept of “Simply Travel” will give us information about the services provided by the company. I will find out about the customers, competitors of the company. I will find out what political, economical, social and technological factors affecting the company and its demand situation.
Organizations must operate within structures that allow them to perform at their best within their given environments. According to theorists T. Burns and G.M Stalker (1961), organizations require structures that will allow them to adapt and react to changes in the environment (Mechanistic vs Organic Structures, 2009). Toyota Company’s corporate structure is spelt out as one where the management team and employees conduct operations and make decisions through a system of checks and balances.