INTRODUCTION TO SECTORS

What is a Service? A form of product that consists of activities, benefits, or satisfactions offered for sale that are essentially intangible and do not result in the ownership of anything. Or Services are deeds, process, and performances or An act or performance offered by one party to another(performances are intangible, but may involve use of physical products) or An economic activity that does not result in ownership or A process that creates benefits by facilitating a desired change in customers themselves, physical possessions, or intangible assets The service sector is going through almost revolutionary change, which dramatically affects the way in which we live and. New services are continually being launched to satisfy our existing needs and to meet needs that we did not even know we had. 10 years ago people did not anticipated he need for email, online banking, web hosting, online reservation, and many other new services. But today many of us feel we cannot survive without them. Similar transformation is happening in B2B marketing. Services organizations vary widely in size. At the one end are the huge international corporations operating in such industries as tourism, airlines, banking, telecommunication, etc. . Where as on the other end of the scale is a vast array of locally owned and operated small businesses, including parlors, hotels, laundries, and numerous B2B services. How important is the Service Sector is an Economy? 1. In most countries, services add more economic value than agriculture, raw materials and manufacturing combined. 2. In developed economics, employment is dominated by service jobs and new job growth comes from services. 3. Jobs range from high paid professionals and technicians to minimum wage positions. 4. Service organizations can be any size-from huge global corporations to local small businesses.

5. Most activities by government agencies and nonprofit organizations involve services.

Service sector in India: Service Sector in India today accounts for more than half of Indias GDP. According to data for the financial year 2006-2007, the share of services, industry and agriculture in Indias GDP s 55.1 percent, 26.4 percent and 18.5 percent respectively. The fact that the service sector now accounts for more than half the GDP marks a watershed in the evolution of the Indian economy and it takes it closer to the fundamentals of a developed economy. Services or the tertiary sector of the economy covers a wide gamut of activities like trading, banking & finance, infotainment, real estate, transportation, security, management & technical consultancy among several others. The various sectors that combine together to constitute service industry in India are: 1. Trade 2. Hotels & Restaurants 3. Railways 4. Other transport & storage 5. Communication(post,telecom) 6. Banking 7. Insurance 8. Dwelling, real estate 9. Business services 10. Public administration; defence 11. Personal services 12. Community services 13. Other serices There was marked acceleration in services sector growth in the eighties and nineties, especially in the nineties. While the share of services in Indias GDP increased by 21 percent points in the 50 years between 1950 and 2000, nearly 40 percent of that increase was concentrated in the nineties. While almost all service sectors participated in this boom, growth was fastest in

communications, banking, hotels and restaurants, community services, trade and business services. One of the reasons for the sudden growth in the services sector in India in the nineties was the liberalization in the regulatory framework that gave rise to innovation and higher exports from the service sector. The boom in the services sector has been relatively jobless. The rise in services share in GDP has not accompanied by proportionate increase in the sectors share of national employment. Some economists have also cautioned that service sector growth will not be sustainable. In the current economic scenario it looks that the boom in the services sector is here to stay as India is fast emerging as global services hub.

GROWTH IN SERVICE SECTOR IN INDIA

On global bases the growth of service sector has been tremendous after year 2000 and in India after GPL the service sector has also emerged as more prominent sector in 2001. In the year 2000 contribution to the worlds total GDP by sevice sector was 20%. Currently the service sector contributes to 2/3 of the worlds GDP .thus in past 1 decade the service sector has grown to become the largest contributing sector with highest employment base. In numerous countries, increased productivity and automation in agriculture and industry, combined with growing demand for both new and traditional services, have jointly resulted in a continuing increase over time in the percentage of the manpower that is employed as services. There is a hidden service sector within large corporations that are classified by governments statisticians as internal services in manufacturing, agriculture, natural resources industries. These so called internal services over a wide range of activities, including recruitment , legal and accounting service, payroll administration, office cleaning supply chain, management. Organizations are increasingly choosing to outsource the internal service s that can be performed more efficiently by separate subcontractor. When these services are outsourced, they become part competitive market place and are therefore more easiy identifiable as contributing to the services component of the economy. The growing demand for many services has made an opening up of the service economy means that there will be greater competition.

SERVICE MARKETING MODULE 1 Reasons for the growth of the service economy-

Definitely there are certain limitations on growth in service industries: Factor Increasing affluence Examples Greater demand for personal care , lawn care , carpet cleaning and other services consumers provides for themselves More leisure time Greater demand for travel agencies , travel resort . Higher percentage of women in labor force Increased demand for day care nursing , house keepers , personality training institute , beauty parlors Greater complexities of products Greater demand for skill specialist to provide maintenance for such complex products as cars, computers. Increase in complexities of life Greater demand for income tax planning marriage counselor, legal advisor. Greater concern about ecology and resources Demand for purchase or leased service, such scarcity as door to door bus service and car rental instead of car ownership Increase number of new products The computer sparked development of such service industries as programming, software developments and others Greater life expectancy Greater demand for health care, insurance company ,

Two factors which could limit the the growth are internal forces and internal forces. 1. External forces- some constrains on growth includes: Customers can perform services themselves. The degree of essentiality of services purchased varies(ex-people can eat at home instead of restaurants). Manufactured goods will be produced which replaces service roles (DVD replacing cinema halls, easy care fabrics cleaning and laundry services). Manufactured goods will be produced which requires less service attention (cars with longer service intervals, equipments with thrown away replaceable parts). 2. Internal factors-some internal constrains on growth includes: The small size of the average firm: The shortage of people with certain special skills(doctors, engineers). The limited competition in some service sub- sectors(rail transport, local authority services) Little emphasis on research and development in many service fields; the general failure to recognize the importance of marketing in service business.

INTRODUCTION TO TRAVEL AND TROUSIM SECTOR

Nearly all WTO members emphasize the importance of tourism, especially in terms of its contribution to employment and generating foreign exchange. Typically one of the most dynamic economic sectors, tourism-related services are labour-intensive, with numerous links to other major segments of the economy. Tourism and travel-related services includes services provided by hotels and restaurants (including catering), travel agencies and tour operator services, tourist guide services and other related services One of the most crucial aspects of international tourism is the cross-border movement of consumers. This permits even unskilled workers in remote areas to become services exporters for instance, by selling craft items, performing in cultural shows, or working in a tourism lodge. Developments in the sector According to the World Tourism Organization, international tourist arrivals reached 903 million in 2007, up 6.6 per cent on 2006. Earnings reached a record US$ 856 billion, increasing in real terms by 5.6 per cent over 2006. Receipts from international passenger transport (i.e. visitor exports) were estimated at US$ 165 billion, bringing the total international tourism receipts to over US$ 1 trillion, corresponding to almost US$ 3 billion a day. While back in 1950, the top 15 destinations absorbed 98 per cent of all international tourist arrivals, in 1970 the proportion was 75 per cent, and this fell to 57 per cent in 2007, reflecting the emergence of new destinations, many of them in developing countries. Current commitments and exemptions Tourism commitments have been made by Over 125 WTO members, more than in any other services sector, have made tourism commitments. For consolidated information on countries commitments and exemptions on tourism and travel-related services go to the services database. If you are seeking the commitments of a specific WTO member, go to Jump to a specific sector

for a given Member, select tourism and travel-related services from the sector dropdown list, select the Member of interest and click go. To see a table showing which Members have made commitments in tourism and travel-related services choose See which Members have made commitments in a specific sector, select Tourism and travel-related services and click go. Current negotiations Tourism services are included in the new services negotiations, which began in January 2000. The principles of trade in tourism services are contained, as for all services, in the General Agreement on Trade in Services (GATS).

Proposals and related negotiating documents on tourism services CTS Special Session discussions on tourism services

ABOUT SOTC
SOTC - India's Leading Tour operator SOTC is Kuoni India's key outbound travel brand. SOTC, Indias largest outbound tour operator was acquired by Kuoni Travels - World's leading premium Tour Operator in the year 1996 and is a leader in all segments, namely Escorted Tours, Free Individual Travel, Special Interest Tours and Domestic Holidays amongst others. Till date, SOTC has escorted over 4 lakh passengers across the globe to various destinations including Europe, USA, Australia, New Zealand, Far East, Africa and many more. We have served travelers for years and won their smiles and hearts. SOTCs vast array of holiday services is taking holidaying to an entirely new level. SOTC has been voted "Best Outbound Tour Operator" five times in a row by the Galileo Express Travel & Tourism Awards Committee. World Famous Tours is the flagship brand of SOTC, which pioneered the designing and marketing of escorted tours to cosmopolitan travelers in India. SOTC World Famous Tours has escorted over many lakh travelers across the globe, for more than 50 years to various destinations including Europe, Australia, New Zealand, USA, Africa, Mauritius, South Asia, and the Southeast Asia. Being a 100% subsidiary of Kuoni Travel Holding, Switzerland one of the worlds largest travel companies - SOTC leverages the advantage of the buying power and travel services to provide customers value-for-money packages. SOTC endeavors to bring alive your dream holiday. To begin with, SOTC ensures that you and your family travels safe, sure and secure with the finest Indian families. SOTC understands how much one longs for a holiday abroad, but have held back because of the high prices. Cost Saver tours by SOTC have been designed keeping in mind the budget of the traveler without compromising on sightseeing and basic holiday needs. Now, SOTC offers you the opportunity to experience Europe & Southeast Asia at prices one could only dream of. It is the mid-range option with the best balance of price and quality, creating unmatched value. With

SOTCs Cost Saver Tours, one enjoys the same inclusions that one would get on a Regular tour i.e., services of a professional Tour Manager, transportation in luxury coach fleet with no smoking on board. Exciting itineraries are designed by our travel experts keeping you in mind. Ask anyone whos travelled with us and they will confirm that SOTC lives its promise of expect more. Our Professional & experienced Tour Managers to take care you on tour. The company has not only fully utilized the existing market potential but has also created new markets through innovative packages namely BhramanMandal brand which is dedicated for the Marathi speaking population and 'Gurjar Vishwadarshan' brand that is dedicated for the Gujarati speaking population.

SEGMENTATION OF SOTC
Market Segmentation

Indian travel market can be classified into two broad categories International Travelers- Those crossing International borders Domestic Travelers - Those travelling within India. International Travelers can be classified as Inbound Travelers (those who travel into India from Overseas) and Outbound of India (who travel internationally)

Inbound market is further segmented into six broad categories 1. Holiday and sight seeing. 2. Business travelers 3. Conference attendees 4. Students

5. Visiting friends 6. Relatives and others

Targeting:Such segmentation is useful when deciding the offerings to target a particular segment. For example,

The mass market consists of vacationists that travel in large groups and prefer allinclusive tours. They are generally conservative.

The popular market consists of smaller groups going on inclusive or semiinclusive tours. This group includes pensioners and retired people.

The individual market consists of chairmen, senior executives, etc.

As the lifestyle changes, consumption of services might change. For example, a newly married couple might prefer romantic holidays, but once they have children they would prefer family vacations where there are plenty of activities to entertain kids. Teens and youth might prefer adventure holidays whereas senior citizens would probably prefer more relaxing vacations.

7Ps of SOTC

PRODUCT

PLACE

PRICE

PROMOTION

THE EXTENDED MARKETING MIX

PROCESS

PEOPLE

PHYSICAL EVIDENCE

PRODUCT Product is the combination of tangible and intangible elements. The tourism product, which is mainly the destination, can only be experienced. The views of the location travel to the destination, the accommodation and facility as well as the entertainment at the destination all form the tourism product. Thus it is a composite product combination of attraction, facilities and transportation. Each of these components has its own significance in the product mix and in the absence of even single components, the product mix is incomplete. Services Offered by SOTC Escorted tours Customized holidays Trade fairs SOTC sports Corporate tours Special tours Marathi tours, Gujarati tours, Monalisa Tours Main Focus In Product

Potential Augmented Expected Basic

Core

Sr.No.

BENEFIT

MEANING The fundamental benefit or

WITH RESPECT TO THE SOTC

CORE BENEFIT

service that the customer is buying.

Traveling.

2 3

BASIC PRODUCT Basic, functional attributes. Ticketing, hotel reservation. EXPECTED PRODUCT AUGMENTED PRODUCT Set of attributes/conditions Customer friendliness, good the buyer normally expects. That meets the customers desires beyond expectations. food. Prompt services, comfortable and convenient trip, spectacular sights, and music.

POTENTIAL PRODUCT

The possible evolution to distinguish the offer.

Totally customized tour packages, A grade service at every stage.

PRICE Pricing in tourism is a complex process. Pricing includes the prices of other services like Air travel, Bus, Railways, Hotels, etc. All are included in tourism package. Pricing also depends on the Geographic location of the destination. Pricing also depends on Seasonality. Seasonality is the most important factor in pricing. To match demand and supply tourist managers try to get either discount. E.g. Taj is the tourist attraction in India. Pricing is also based on competitors pricing. Pricing is also subject to government regulations. E.g. Air price changes tourism package also changes, if Hotel charges change then also tourism package changes.

Pricing of the tourist product is a complex matter because of its composite nature. Geographical location of the destination affects the pricing decision. At the same time, seasonality factor and varying demand cannot be overruled. The objective of pricing in any other firms is to fetch a target market share, to prevent competition, and to take care of the price elasticity of demand. A very important way, in which SOTC responded to their highly complex pricing circumstances, is to operate at two levels. The first level is corresponds with the marketing strategy, which concerns with the product positioning, value for the money, long run return on investments etc. The second level corresponds to the marketing operations or tactics where the prices are manipulated to match the current demand and competition.

PLACE

Different distribution strategies can be selected for Tourism marketing. Tourism as a product is distributed as a travel. Internet is also used widely. There is an also small agent spread all over the town who plays a role of place. Large travel companies like Thomas Cook, Cox & Kings,

SOTC, etc they act as a wholesalers and these wholesalers also act as a retailer. The two major functions performed by the distribution system in tourism marketing are: To extend the number of points of sales or access, away form the location at which services are performed or delivered To facilitate the purchase of service in advance Different distribution strategies are selected for Tours marketing by SOTC. There are also small agents (who have taken franchise of SOTC) spread all over the town/country who also play a role of place. SOTC act as wholesalers and also act as a retailer. The latest mode of reaching the customers is through Internet that is SOTC has its own website from where information on the tours can be procured, direct booking can be done for which the payment can be made through the credit card. SOTC also has its own offices from where booking can be done. Franchises Offices in all major cities of India 347 offices in India Tie Ups Flightraja.com

(VIA is a Trademark of Flightraja.com) Travelboutiqueonline Premium Tickethub (Sports Tourism) Internet Booking of Packages and Tickets

PROMOTION Advertising and sales promotion in Tourism can be very effective when supplemented by publicity and personal selling. They use electronic, print all sorts of media they use; and it is highly promoted industry. Public or PR (Public Relation) plays an important role in tourism. It is also through recommendation of friends and relatives this is a biggest promotion. Creation of awareness is an important factor in the formulation of marketing mix for the tourism industry. The promotion task simplifies the activities of informing, persuading and influencing the decisions of potential tourists. The promotion mix plays a vital role as the users of service

feel high degree of involvement and uncertainty about the product and their role in buying process. Some of the important aspects of promotion are: Print Electronic Ads Sales Promotion- EMIs Publicity/PR Word of mouth, personal selling, telemarketing Exhibitions/Trade Fairs Tie ups with Yash Raj Films, Experiencing the Magical moments of Yash Raj Films with SOTC. SOTC appointed as the Tour Partner to Kingfisher Airlines for the DLF IPL T20.

Word-of-mouth is a very important tool of promotion in tourism. Research shows that about 80% of the tourist visited different places on the persuasion of their friends and relatives and also their own judgments. SOTC uses electronic, print and all sorts of media as tourism is a highly promoted industry. SOTC gives printed ads in The Times of India mentioning the special tours in it with the special prices offered by them. Brochures are another form of communication provided by SOTC to stimulate customers and motivate them to buy. They are used to demonstrate in pictures and words the images and positioning of the product and the organizations. PEOPLE It plays a most important part in tourism. In people local people are very important, that how they treat tourist. The travel agents, guides, staff of travel companies, sales staff, etc they are the people. Travel Company also like Railways, Air, etc. is included in people. Normally a tourist assures a tourism quality like hotels, Travel Company.

In the tourism industry the travel agents and the travel guides are the two most important people who speak a lot about the industry. Hence it is imperative that they have to be at their best at all times. Travel guides especially, are expected to have a lot of patience, good sense of humor, tact to transform the occasional tourists into habitual ones, thorough knowledge of the places, linguistic skills etc. SOTC`S PEOPLE MIX Includes travel agents, tour operators, tour guides et al Locals are employed Exhaustive training is provided 2900 employees through its 347 offices and caters to 3 million customers.

PROCESS -------------------------------- Line of Interaction--------------------------------

Customer Enquiry/ Reaching the customer

Explaining the details

Negotiating the Terms

Completion of cu formalities a document subm

Air, hotel reservations as per needs

Travel/Journey to destination

Itinerary Arrangements

Walking the talk

Return Journey

-----------------------------------Line of Internal Control/Records--------------------

Itinerary Confirmation

Contingency provisions

Maintaining recor follow up through

The operation process of the tourism firm will depend on the size of the tourism firm. The sequential steps involved in the delivery of the SOTC products are: Provision of travel information --- The information regarding the travel is provided at a convenient location where the potential tourist seeks clarification about his proposed tour.

 Preparation of itinerates------ SOTC prepares its composition of series of operations that are required to plan a tour. Liaison with providers of services--- Before any form of travel is sold over the counter to a customer; SOTC enters into the contracts with the providers of various services including transportation companies, hotel accommodation, coaches for local sightseeing etc.

Planning and costing tours------ Once the contracts and arrangements are entered into, then the task of planning and costing the tour, this will depend on the tour selected as well as individual requirements.

Ticketing----- The computerized reservation system has in recent years revolutionized the reservation system for both rail and air travel. SOTC also provides the online ticket booking facilities to its customers, which further leads to time saving process for it`s customers.

Provision of foreign currency and insurance--- SOTC in case of foreign travel also provide foreign currency as well as insurance to it`s customers.

PHYSICAL EVIDENCE The Physical evidence of a tourism product refers to a range of more tangible attributes of the operations. Tangibalising the product is a good way of giving positive and attractive hints or cues to potential customers with regard to the quality of the product. For SOTC , Elements Such as quality and attractiveness of dcor, effective layout of establishment, surroundings and quality of promotional materials are all important.

QUALITY DIMENSION OF SOTC

LOOK SHARP Dimension 1 - tangibles The tangible Service Quality Dimension refers to the appearance of the physical surroundings and facilities, equipment, personnel and the way of communication. In other words, the tangible dimension is about creating first hand impressions. A company should want all their customers to get a unique positive and never forgetting first hand impression, this would make them more likely to return in the future. Even though this is the least important dimension, appearance matters. SOTC has made certain that their employees appearance ,uniforms, equipments and work areas on site (closets, service offices, etc.) look good. Their services are intangible therefore they provide their customers with company brochures so that the customer can refer to it and get an insight about the company. This is a tangible service given by SOTC.

Just Do It

DIMENSION 2- RELIABILITY Do what you say you're going to do when you said you were going to do it. The reliability Service Quality Dimension refers to how the company are performing and completing their promised service, quality and accuracy within the given set requirements between the company and the customer. Reliability is just as important as a good first hand impression, because every customer want to know if their supplier is reliable and fulfill the set requirements with satisfaction. Customers want to count on their providers. They value that reliability. It's three times more important to be reliable than have shiny new equipment or flashy uniforms. A CUSTOMER COMPLAIN I am a reputed doctor in north india. My family had been to europe with SOTC All the persons in the tour -starting 18th June were horrified at the services. Day wasting at airports, wrong and changed venues and airports was very common not to mention bad breakfasts. I wish all persons read this review . To add to the woes they stayed on the eve of departures around 100 kms from zurich . We had to wake up at 2am to catch 7 am flight an Indian guide who had to read from books to guide us is the least.

Thanks and no thanks SOTC http://www.consumercomplaints.in/complaints/sotc-india-c60943.html This affects SOTC reliability quality dimension. Do It Now

Dimension 3 responsiveness Their motto is- Respond quickly, promptly, rapidly, immediately, instantly. The responsiveness Service Quality Dimension refers to the willingness of the company to help its customers in providing them with a good, quality and fast service. This is also a very important dimension, because every customer feels more valued if they get the best possible quality in the service. Waiting a day to return a call or email doesn't make it. Even if customers are chronically slow in getting back to providers, responsiveness is more than 1/5th of their service quality assessment. SOTC benefits by establishing internal SLAs (SERVICE LEVEL AGREEMENTS) for things like returning phone calls, emails and responding on-site. Whether it's 30 minutes, 4 hours, or 24 hours, it's important customers feel providers are responsive to their requests. Not just emergencies, but everyday responses too. This is how they follow up to their customers. Know What Your Doing Dimension 4 - assurance The assurance Service Quality Dimension refers to the company's employees. Are the employees skilled workers which are able to gain the trust and confidence of the customers? If the customers are not comfortable with the employees, there are a rather large chance that the customers will not return to do further business with the company SERVQUAL research showed it's important to communicate that expertise to customers. If a service provider is highly skilled, but customers don't see that, their confidence in that provider will be lower. And their assessment of that provider's service quality will be lower. SOTC communicates their expertise and competencies - before they do the work. This can be done in many ways that are repeatedly seen by customers, such as:

Display industry certifications on patches, badges or buttons worn by employees

Include certification logos on emails, letters & reports Put certifications into posters, newsletters & handouts

By communicating competencies, SOTC can help manage customer expectations. And influence their service quality assessment in advance.

Care about Customers as much as the Service Dimension 5 - empathy The empathy Service Quality Dimension refers to how the company cares and gives individualized attention to their customers, to make the customers feeling extra valued and special. The fifth dimension are actually combining the second, third and fourth dimension to a higher level, even though the really cannot be compared as individuals. If the customers feel they get individualized and quality attention there is a very big chance that they will return to the company and do business there again. The staff at SOTC shows empathy to its customers and all those people who come for enquiring. They greet their customers well and while talking make an eye contact and also ask if there was anything else they could do for them. . In this hypothetical the provider's service was performed fully and also the customer felt cared.

CASE STUDY
The Kuoni Travel Group, India It is the countrys largest travel and Tourism Company and a100% subsidiary Kuoni Travel Holding. Kuoni Indias vision focuses on providing all travel and travel-related services to travelers from, within and to India. Kuoni Travel Group, India was formed when Kuoni Travel Holding, Switzerland acquired100% equity in SOTC on May 22nd, 1997. The Company was renamed Kuoni Travel (India) Ltd. SOTC World Famous Tours became a valued brand. Kuoni Travel (India) Ltd. became Indias largest travel company with the acquisition of SITAWorld Travel a forerunner in Destination Management, incentive and business travel market. Today, Kuoni-India is active across virtually every travel segment and operates a number of highly successful brands in India as also controls strategic markets around the world

About the competitors Cox & Kings is the longest established travel company in the world. At present, the COX & KINGS group has offices in UK (2 offices), USA, Japan, Germany Italy, Turkey, Pakistan and Nepal. In India, Cox & Kings has offices in Mumbai, New Delhi, Chennai, Bangalore, Calcutta, Ahmadabad, Cochin, Hyderabad, Pune, Goa and Jaipur anode satellite office in Andheri in Mumbai and Gurgaon in Delhi. Thomas Cook is one of the worlds leading international travel and financial services groups and serves over 20 million customers a year. They provide services to customers at 4,500locations in more than 100 countries and employee over 20,000 people. The Thomas Cook Holiday comes with a 150-year-old guarantee of eternally sunlit memories. They couldnt expect any less from the people who invented travel for leisure. They offer the worlds most enjoyable holidays, to exotic destinations in India and abroad where everything is taken care of from beginning to end.

Established in 1984, Kesari Tours is a premium travel company, which offers world-class holidays in India and around the world. Kesari have perfected their tour itineraries to meet the special needs of the Indian tourist abroad. The motto of organization is No compromise on quality.

At Kesari Tours; they have made a motto that if they make a promise to their customers, they honor it. They believe in honest, transparent deals. No hidden costs and no compromise on sightseeing. They strive for 100% satisfaction of tourists. The company enjoys an immense goodwill. Thats what they earned out of their beliefs.

Raj Travels A passion for Travel & a vision for creating innovative travel packages were the two driving forces saw the beginning of a Travel Company in a very modest way inMumbais Masjid Bunder. The tremendous success & satisfaction of their tours paved way for Raj to hold its banner high & it continues to do so till date. They are proud to say that year after year they have improved on the product, adding new destinations, new attractions, pro-active marketing, &building customer confidence

Quality measurement Kuoni has been granted ISO: 14001, environmental certification in autumn, becoming the first tour operator to earn this Destination. Awards & Accolades 2005 Galileo India Express Award for Best Outbound Tour Operator 2005 Business Super brand 2004 Galileo India Express Award for Best Outbound Tour Operator 2004 Malaysia Tourism Award for Best Foreign Tour Operator 2004 Singapore Tourism Board Award for Best Travel Experience in India 2004 Star Cruises The Top Agents Award for 2004

LALA LAJPATRAI COLLEGE T.Y.B.M.S. B GROUP NO. 7

SERVICE SECTOR MANAGEMENT

PROJECT ON

TRAVEL AND TOURISM

SUBMITTED TO PROF ARUN POOJARI

GROUP MEMBERS
ABDUL KADIR KUDIA 9100162 NITIN LUTHRA 9100165 KHADIJA MUNSHI 9100178 KISHORE PUROHIT 9100188 RISHAB RATHOD 9100193 ADITYA SHAH 9100202 NITESH SHAH 9100207 ABID SUPARIWALA 9100214

INDEX

SR.NO 1 2 3 4 5 6 7 8

TOPIC INTRODUCTION TO SECTORS GROWTH IN SERVICE SECTOR IN INDIA INTRODUCTION TO TRAVEL AND TOURISM SECTOR ABOUT SOTC SEGMENTATION OF SOTC 7Ps of SOTC QUALITY DIMENSION OF SOTC CASE STUDY