Attempt to discuss service operations within visitor attractions, and identify the challenges in delivering service quality to customers. We have also included a brief discussion on service operations and a definition of visitor attractions.

... CONTENTS PAGE PAGE 2 TERMS OF REFERENCE PAGE 3 EXPLANATIONS OF SERVICE OPERATIONS PAGE 4 CATEGORIES OF VISITOR ATTRACTIONS PAGE 6 SPECIFIC SERVICES IN VISITOR ATTRACTIONS PAGE 7 CHALLENGES TO VISITOR ATTRACTIONS OPERATORS PAGE 12 CONCLUSION PAGE 13 REFERENCES PAGE 14 BREAKDOWN OF GROUP MEMBERS PARTICIPATION TERMS OF REFERENCE This report has been requested by Siobhan Drummond as part of our ongoing assessment in the module titled Service Operations. In it we will attempt to discuss service operations within visitor attractions, and identify the challenges in delivering service quality to customers. We have also included a brief discussion on service operations and a definition of visitor attractions. This report is to be submitted on 16 March 2004. SERVICE OPERATIONS First we will define service. According to Nevan (1999) the noun "service industry" is defined in the 1978 Pocket Oxford Dictionary as "providing services, not goods", with goods being defined as "moveable property, merchandise". It is noted that the manufacturing industry produces an actual tangible product, a product that you

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