Service Management for Aventure Voyage International

[SERVICE
MANAGEMENT]
2019
Aventure Voyage
International

SERVICE MANAGEMENT 1
Executive Summary
Service quality is considered to be one of the most important requirements for the success of
the business. In the case of Aventure Voyage International, the quality of service is very
important to gain the trust and satisfaction of the customer. The intent of this report is to
discuss how the new business will maintain the quality of its services. From the analysis, it
has been analyzed that the business has designed a value chain analysis model under which it
has presented its planning related all the main primary and secondary business activities.
Besides this, the report has also presented the service blueprint of the company that will be
followed to offer services to the clients. Furthermore, the paper has also discussed that the
behavior of the employee is the major factor that can positively or negatively impact the
experience of the customer with the business. In the end, the report has presented a quality
model that is SERVQUAL according to which the business will follow four dimensions of
offering the best services to the client.

SERVICE MANAGEMENT 2
Table of Contents
Executive Summary...................................................................................................................1
Introduction................................................................................................................................3
Operating Strategy.................................................................................................................3
Value Chain Analysis.........................................................................................................3
Service Blueprint....................................................................................................................6
Service Delivery System........................................................................................................7
Service Culture...................................................................................................................8
Service Quality...................................................................................................................8
Employee Engagement.......................................................................................................8
Customer Experience.........................................................................................................9
Service Employee Management.............................................................................................9
Quality Management Measures............................................................................................10
SERVQUAL Model.........................................................................................................10
Conclusion................................................................................................................................11
References................................................................................................................................13

SERVICE MANAGEMENT 3
Introduction
The intent of this part of the report is to present the operating system and the service delivery
system that will be adopted by Aventure Voyage International to operate successfully in the
Australian market. Under operation strategy, the report is discussing the marketing, human
resource, and operation planning of the business for the promotion and effective functioning
of the business. Besides this, the paper is also focused on identifying the two critical points
that can impact the experience of the customer in the service delivery process of the business.
The report is also presenting the service delivery system that will be adopted by the company
in consideration of its service and products. In the end, the paper is discussing how the
company will manage its employee's satisfaction and what measures it will take to manage
the quality of its services.
Operating Strategy
Value Chain Analysis
According to Mete and Acuner, (2014), Porter’s Value Chain model is generally utilized in
several industries such as production firms as well as industries. However, according to the
Fearne, Garcia and Dent, (2012), this value chain model is not majorly utilized in the sector
of tourism. Therefore, the businesses that operate in this industry create their model of the
value chain in order to gain a competitive advantage. The value chain model is the model that
supports business in identifying the valuable resources of the business in its primary and
supporting activities. The value chain model for Aventure Voyage International is discussed
below: