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CHAPTER 8. THE Guest Service of Travel and . Tourism. After reading this chapter, you should be able to:. •. Define the dynamics of tourism, as they relate to service, . in an in­depth manner •. Identify and describe types of travel and the specific . wants and service needs of the travelers in the segments •. Define and identify the three components of providing . quality service to travelers •. Identify and explain the dynamics of the macro­. environment of tourism •. Explain the changes in tourism and detail how it affects . the service of guestsCopyright © 2013 by John Wiley & Sons, Inc. All Rights Reserved. Introduction. •. Consider the following statements:. – You are selling the world – You are selling memories – You are selling bragging rights – You are competing against every other memory and . experience the guest has ever had. The product of . tourism has always been the world, so it cannot be . easily defined. .Copyright © 2013 by John Wiley & Sons, Inc. All Rights Reserved. Introduction (cont’d). •. Consider the following statements:. – It is very difficult to quantify and control for a . favorable outcome. . – Much is demanded of you – Must always be vigilant of vulnerabilities that are . largely outside your direct control. .Copyright © 2013 by John Wiley & Sons, Inc. All Rights Reserved. 1. Know the Product. •. STEP 1: Know the Product. – The people. – Major players. – Transportation – Cultures. – Cycles of rates. – Governance. – Crowd flows. – Societal norms. – Calendars. – Laws. – Health factors. – Reviews. – Social climates. – Classifications. – Personal safety. – © 2013 by John Wiley & Sons, Inc. All Rights Reserved. 1. Know the Product­. Types of Travel and . •. Tourism. There are many types of travel. – Business travel: . •. Business functions, development, incentive. – Leisure travel: . •. Adventure, cruise, golf, honeymoons, eco, family, . luxury, spa, special lifestyle, © 2013 by John Wiley & Sons, Inc. All Rights Reserved. 1. Know the Product­. Qualities of Travel & Tourism. •. Intangibility of products. . – Cannot be sampled or held before being consumed. – Must provide prospective customers with a vision of . what it would be. . •. There are many ways to do this:. – Websites. – Posters. – Familiarization (fam) tour. – Personal © 201