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Include all the steps that customers take part in as part of the service delivery process

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Include all the steps that customers take part in as part of the service delivery process

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Tangibles that customers are exposed to that can influence their quality perceptions

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Tangibles that customers are exposed to that can influence their quality perceptions

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Those actions of frontline contact employees that occur as part of a service encounter

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Those actions of frontline contact employees that occur as part of a service encounter

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Invisible contact employees, below the line of visibility

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Invisible contact employees, below the line of visibility

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Activities carried out by individuals and units within the company who are not contact employees, but need to happen for the service to be delivered

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Activities carried out by individuals and units within the company who are not contact employees, but need to happen for the service to be delivered

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1. Customer visits the vendor booths that interest them
2.  Customer consult travel agents on the various tour packages and  insurances
3. Customer might sign up for travel packages that are suitable for them

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1. Employee will talk to customers and know what is their want instead of promoting what the employee wants to sell( know their budget)                                        2. After that, employee will suggest to them some suitable travel packages                          3. If they are interested and want to sign up, employee will help them with sign up. 4. If there is any complaints, employee will be the one that engage customers 

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1. Employee will talk to customers and know what is their want instead of promoting what the employee wants to sell( know their budget)                                        2. After that, employee will suggest to them some suitable travel packages                          3. If they are interested and want to sign up, employee will help them with sign up. 4. If there is any complaints, employee will be the one that engage customers 

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1. Directors have to plan different travel packages and prices as well 

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1. Directors have to plan different travel packages and prices as well 

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1. Back Stage Employees created banners or pamphlets that are to be on display during the fair to attract customers.

2. Dealing with foreign entertainment companies, airlines and hotels to secure cheaper deals like bulk-buying in order to reduce price to attract customers to make a purchase.

3. Conduct research on destination trends during the period to favour to increase sales.

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Brochures are provided to customers so that they can view the available tour packages .

Customers can also visit the travel agency’s website to compare prices of the different packages available.

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1.

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1. Refreshments are provided for customers for enhanced experience.

2. Good customer service like ushering and brochures provided.

3. Online ads easily available on websites and posters are printed out.

4. Show good customer reviews on travel websites

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1. Good customer service like ushering customers to the table.

2. Refreshments are provided for customers for enhanced experience.

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1. Back stage employees operate the audio systems

2. Back stage employees manage logistics like brochures.

3. Staffs handling foreign affairs such as dealing with foreign relations

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1. Marketing staffs need to come up with good marketing strategies to appeal to customers.

2. HR need to manage personnel

3. Sales team need to come up with affordable package prices.

4. Logistics department need to set the venue like the audio system

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Step 1. Visit travel booth.

Step 2. Travel Agent Approach.

Step 3. Inform travel agent of travel choices.

Step 4. Travel Agent, suggest best options that fits customer choice.

Step 5. Discussion on various aspects and details (accommodation, food, flight, transportation) of options given by travel agent.

Step 6. Payment of tour package.

Step 7. Leave with complimentary gifts (luggage)

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1) Customers visit attractive booths
2) Customers will look for cheap and suitable deals
3) Customers will enquire details about the tour packages (accommodations, flight details, budget and places of interest)
4) Finally, customers will sign up for tour packages if their expectations are met

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1) Back-end staffs will make sure everything is going smoothly and before the travel fair, they will help travel agencies set up their booths

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Group (Calvin, Qian Ying, Lei Weng, Wei Xiang, Haifz)

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Group (Calvin, Qian Ying, Lei Weng, Wei Xiang, Haifz)

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- View advertisements/ listen  radio/ receive SMS on travel fair.
- Browse different brochures at entrace of travel fair
- Walk around different booths in travel fair to find the best deals.
- Ask travel agents for more information
- Listen to the explanation of travel agents.
- Sign contract for the travel  package
- Receive complementary gifts from the agency
- Smile, thanks and say goodbye to the travel agents.

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1. Brochures issued to customer providing details on the package.
2. Advisory based on customer needs, wants, and expectations.
3. Booth design and facilities (TV showing videos of destinations, testimonials, attractive brochures, etc. ) to entice customers.
4. Uniforms of the staff that are easily recognizable and easily distinguishable from the others.
5. Refreshments (snacks, drinks) provided at the booth for potential customers.

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(1) Design of booths.
(2) Pictures in brochures.
(3) Snack served at booth.
(4) Quality of complimentary goods.

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1) Travel Fair organiser invites travel agencies to the travel fair
2) Travel agencies give out travel brochures to customers
3) Travel agencies' staffs will clear any doubts of customers

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Group (Calvin, Qian Ying, Lei Weng, Wei Xiang, Haifz)

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Group (Calvin, Qian Ying, Lei Weng, Wei Xiang, Haifz)

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- Different travel agents greet and smile at the entrance and booth; hand you brochures of their travel agencies.
- Direct you to their travel agencies' booth.
-  Show you different travel agency's pictures, past group experience.
- Entise you with free gifts (e.g. vouchers) for visiting their booth.
- Travel agents smile and say goodbye

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1. Customers research what packages are available (online, printed)
2. Customers have to find out where the shop/booth is located at the fair
3. Customers have to look at the various booth at the fair
4. The customers will then compare the various deals based on a number of factors such as affordability , attractiveness of the packages .
5. The customers will select an offer and sign the package with the travel agent.

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1. the staff will plan activities for the customers based on the needs and budget
2. Friendly , encouraging and convincing staff at the booth.
3.

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-Travel agents approach customers and provide brochures.
-Provide free gifts and refreshments.

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1) Staffs will give refreshments to customers
2) Staffs will personally inform about tour packages' details to customers
3) Staffs will persuade customers to sign up for tour packages

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Group  (Calvin, Qian Ying, Lei Weng, Wei Xiang, Hafiz)

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Group  (Calvin, Qian Ying, Lei Weng, Wei Xiang, Hafiz)

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-  Provide in-depth information about travel brochures (e.g. travel itineries, packages
- Provide refreshments (e.g. sweets, biscuits, water, coffee, tea)
- Provide explanation,  consultation, answer enquiries, comparisons about their trip itineries, experiences, between their agencies and other agencies.
- Provide contractual terms for customers to sign, and payment method.
- Provide free gifts after signing the contract and pay
- Travel agents smile and say goodbye

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1. Employee welcomes the customers to the booth and provides refreshments.
2. The employee explains on the package in-depth to the customers and clarify their questions.
3. Agent/Staff signs up the customer for the package they have chosen (payment, custom requests)
4. Employee provides customer satisfaction feedback form .

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1.  People involved the setting up of the booth.
2. Printing of the brochures, documents, banners.
3. Designers of the brochures and banners
4. Supplier of the logistics (table, chair, refreshments, tv, etc.)

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(1) Planning travel destination and it relevant details (accommodation, flight, food and transport)

(2) Preparing of promotional material (pictures, brochures, website)

(3) Setting up of booth. (colour of booth, smell, music, signs)

(4) Logistics to prepare food that are to be served at booths.

(5) Establishing various payment methods such as credit card, cheque....

(6) Training travel agent on how to appropriately treat customers.

(7) Accounting and establishing budget for travel fair.

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1. The back-stage employee will have to process all the deals signed in the travel fair.
2. They will maintain relationship with the customers and keep them informed of their bookings and in case of any changes to the travel itinerary, they will keep customers keep them informed..
3. The employees will liaise with their overseas partner in facilitating the booking of accommodation , travel and activities .
4.

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1. Make sure that all tickets and hotel required by customers are booked at the right venue and time.
2. Find cheap and good deal for new packages
3. Ensure that everything go as planned for customers.
4. Contact customers for any missing/unclear details

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1) Tour planners must plan for tour packages' accommodations and coordinate with overseas' tour guides to confirm the tour

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-Support staffs have to tally customers' bookings with respective logistic representatives of confirmed bookings.
-Support staff have to cater to customers with special needs
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1. Directors and managers who provides budget and finances regarding store booth.
2. Marketeers who brainstorm of ways to reach out to customers effectively.
3. Data analysts to analyse top selling packages and provides data to management.
4. Media advertisers who make the advertisement and videos to be presented at the fair.

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1. Customer take pamphlets/brochures from travel agency salesperson.
2. They collect the brochures from the other agencies for comparison (itinerary, duration etc.)
3. They approach the respective agency salesperson for inquiries regarding details and benefits of the trip packages.
4.

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1.Provide refreshments to welcome customers.
2.Communicate with them about travel fair
3.Listen and understand their complaints and worries they may have.

# data[].attributes.headline
Group  (Calvin, Qian Ying, Lei Weng, Wei Xiang, Hafiz)

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Group  (Calvin, Qian Ying, Lei Weng, Wei Xiang, Hafiz)

# data[].attributes.body
- Printing brochures, planning booth layout and location, drafting out payment details/ planning payment methods available
-  Setting up travel booth at the fair, refreshments.
- Preparation of mascot, mascot 's position, duties.
- Delegation of travel agencies' employees duties at the fair.
- Set up target for travel agencies' employees to achieve at the fair.

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1. Design team needed to design whatever the customers see(promotional brochures, advertisements, booth design, booth staff uniforms)
2. Logistics team needed to supply logistics (printed documents, chaits, tables at the brochures, help set up booth)
3. Research staff needed to plan new packages to present to customers (flights, accommodation, travel guides)
4. process customer feedback to better plan for future packages.

# data[].attributes.headline
Group  (Calvin, Qian Ying, Lei Weng, Wei Xiang, Hafiz)

# data[].attributes.subject
Group  (Calvin, Qian Ying, Lei Weng, Wei Xiang, Hafiz)

# data[].attributes.body
- Printing brochures, planning booth layout and location, drafting out payment details/ planning payment methods available
-  Setting up travel booth at the fair, refreshments.
- Preparation of mascot, mascot 's position, duties.
- Delegation of travel agencies' employees duties at the fair.
- Set up target for travel agencies' employees to achieve at the fair.
- Liasing with credit card companies to feature their payment methods at the fair (e.g. EFTPOS)
- Determine, whether travel agencies want to go down to the travel fair.
- Determine manpower during the days at the fair, planning manpower schedule.