Service System

Abstract

Abstract Availing of tourism or hospitality services is no longer considered a luxury confined to people living in the economically developed countries; it has become an integral component of lifestyle and thus a global industry, with producers and consumers spread across the world. This fact and its transformation towards maturity have presented new challenges for the managers of hospitality and tourism businesses. The progressive nature of customer expectations and the highly competitive market renders it essential that hospitality and tourism management seek ways through which they can maintain leadership in the marketplace. This study proposes the “service system,” a model that is capable of interlinking the nascent service strategies of empowerment, service guarantees and service recovery to assist hospitality and tourism firms to deliver superior service while, simultaneously, gaining a competitive advantage.