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Introduction To Tourism Services Management Question Paper

Introduction To Tourism Services Management

Course:Bachelor Of Science In Hospitality Management

Institution: Kenyatta University question papers

Exam Year:2009

KENYATTA UNIVERSITY
UNIVERSITY EXAMINATIONS 2009/2010
FIRST SEMESTER EXAMINATION FOR THE DEGREE OF BACHELOR OF
SCIENCE (HOSPITALITY & TOURISM)
HTM 250: INTRODUCTION TO TOURISM SERVICES MANAGEMENT

DATE: TUESDAY 22ND DECEMBER 2009

TIME: 8.00 A.M. - 10.00 A.M.

INSTRUCTIONS:

• Question 1 is compulsory, then choose and answer any three (3) other questions.
• This exam carries 70 points.
• Start each question on a fresh page, all subsections should be part of the same
question.

1.
Briefly explain the following 5 (five) service quality dimensions. (10 marks)
a)
Service reliability
b)
Responsiveness
c)
Assurance
d)
Tangibles
e)
Responsiveness
2.
A tourism policy and plan formulation consists of two essential and linked elements namely; (i) a tourism development policy and (ii) a structure plan. Explain the components of each of the two elements. (20 marks)
3.
By use of industry examples explain the five (5) stage process of meeting customer expectations. (20 marks)
4.
Using the table below as a guide, briefly explain two (2) practical steps or methods for each point that Narok Country Council can use to manage visitors to the Maasai Mara Game reserve. (20 marks)
Objective
Methods/practical steps
Protect wildlife, prevent interference with
natural processes, protect natural values
Enhance the visitor experience
Manage potentially high impact visitors
Prevent incremental impact by visitors in areas of heavy use
Welcome visitors and encourage them to act responsibly
5.
(a)
By use of industry specific examples, explain the following subprograms of a quality management program. (10 marks)
i.
Customer expectations management programme
ii.
Internal marketing program
iii.
Information technology management program
iv.
Customer participation management program
v.
Customer expectation management program
(b)
List and explain five (5) dimensions of carrying capacity. (10 marks)

Introduction To Tourism Services Management Question Paper

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