Service Quality in Higher Education Tourism Industry

Annotated Bibliography
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Service Quality in Higher Education
Tourism Industry
(Annotated bibliographies of five research studies published between 2014 and 2019)
Unit name and code: Service Industry Marketing (MRKT20054)
Name of the student:
Student ID number:
Melbourne Campus
Term 1, 2019
Name of the unit coordinator: Dr Parves Sultan (Melbourne Campus)
Name of the unit lecturer: Dr Parves Sultan (Melbourne Campus)
Word count: 1736(introduction – conclusion sections)
Date of Submission: ...........................
Total marks: 30

Annotated Bibliography
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Contents
Abstract............................................................................................................................................3
Introduction......................................................................................................................................4
Conclusion.......................................................................................................................................9

Annotated Bibliography
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Abstract
The tourism industry is very big; it believes in the service quality provided to its customers. The
managing of the services provided with the goods associated with it is the main focus issues of
the industry. The service industry grows as per the growing satisfaction level of the customers.
This study is focusing on the different aspects of the tourism industry by going through different
articles of authors. The study is done to understand the 7P's of the tourism industry and how the
satisfaction level of customer is related to it.
Introduction
The tourism industry is very big, and the customers of this industry are increasing day by day,
but the customers want an enriching experience. The industry offers hospitality with goods, and
the marketing of the same is usually conducted through word of mouth. Without qualitative
services provided to the consumers, this industry cannot survive as it depends upon the value
added to the customer's experience. The product, process, promotion, people, place, physical
evidence and the price all are the important factors that build the service tourism industry.
Article No. 1: Ponsamritinan, C. (2018). A POSITIVE MINDSET IN THE SERVICE
INDUSTRY TOWARDS ENHANCING EMPLOYEES’ COMPETENCIES,
CONFIDENCE, PERFORMANCE, ENGLISH PROFICIENCY AND CUSTOMER
DELIGHT: A CASE STUDY OF THE MONTIEN RIVERSIDE HOTEL
BANGKOK. ABAC ODI JOURNAL VISION.ACTION.OUTCOME, 5(1).
Retrieved from
http://www.assumptionjournal.au.edu/index.php/odijournal/article/view/2361