Article Report Assignment

1. Summary of Article
"Self-congruity" is a term used to describe how a person thinks to be "fits in" with the products
or store’s image. Customers' perceptions and reactions to the environment, including climate and
ambient levels, space and function, design and decorations, and signs and symbols, will impact
whether or not they investigate the product or business. Loud music and flashing lights might be
OK at a store selling clothing for teenagers, but they would be inappropriate in a store catering to
the elderly.

When advertisers discover that a significant portion of their customers will be disabled in some
way, the issue becomes much more important. “Crowding”, “noise levels”, “space between
racks”, “overpowering odor”, “font size on signage”, and other characteristics all play a role in
whether or not a store is considered as welcoming.

As a result of these types of service management concerns, problems how to match the demands
of the many with the needs of those invariably occur. Clearly, a store's evaluation of satisfying
consumer's needs, creating profit, as well as acting in a decent societal way should all be taken
into consideration.

It is the duty of management to actively involve people in their work so that they can contribute
to the "solution" rather than the "issue". According to the fundamental method presented,
employees should be taught “to think systematically”, “to be able to spot problems”, and “to
actively design solutions”. This sort of training focuses on developing critical thinking abilities
and involving employees in strategic planning.

The travel and tourism industry relies on the education of people who can create high-
quality products and services. It has been tough to design effective training approaches and
strategies. The majority of training programme are “organizational socialization
programme” that are tailored to a specific managerial style and organizational values. These
types of businesses are exclusively concerned with their employees' ability to pursue their
business goals using the methods and procedures created by the company.

Mystery guest approach is a testing and analysis method used in total quality management. In the
past, approaches like TQM have proven to be effective. With these types of management
systems, there has been a concern over a lack of training programme. The 1st stage is to instill a
systematic, research-based approach in your employees. The 2nd stage in the training process is to
instill in employees the capacity to analyze analytically.

"Mystery guest" approach is a strategy that mass to analyses their encounters and discover
significant aspects that determine the character of their meetings. This is a technique in which
trainees in a training program examine the trip structure through the eyes of a family in order to
better plan a vacation to "Quebec City". Tourists were welcomed on the tour in addition to
trainees so that the trainees may receive feedback and gain a deeper grasp of the perspectives of
a tourist. Both the bottom and the top are responsible for change. It’s only for businesses that
want their employees to collaborate to improve the level of service they deliver to their clients.

A further advantage of the total quality management programme is employee development.

Employees who report directly to the client will be better able to meet the organization's
upcoming requirements. It's also beneficial to have an enthusiastic and dynamic participative
organizational culture. The purpose of this essay is to put a TQM technique to the test, which
involved developing a research-based training strategy. Rather than creating numbers, the main
focus is on developing a framework to instill in thinking about the problem-solving in different
way.

2. Applications in the Travel and Hospitality Industry

The use of ICT in the tourism and hospitality industry (THI) is not a new phenomenon, in
sophisticated countries. Despite the enormous importance of ICT in the tourist and hospitality
industries, many countries, particularly developing countries like Bangladesh, have yet to put it
to good use. As a result, the focus of this research is on examining ICT usage habits in THI. To
achieve research aims, an exhaustive literature review was conducted and content analysis
methodologies were used in this study. According to the findings, information and
communication technology (ICT) plays a significant role in the tourist and hospitality industry's
day-to-day operations. It was discovered that ICT is used for e-marketing, e-strategic
management, guaranteeing security, and providing tourism and hospitality services in
Bangladesh. Organizational, technical, economic, environmental, and personal concerns should
all be considered by the application.

Tourists travel to various locations, stay in various hotels and motels, and demand modern ICT
facilities. Tourism and hospitality managers are increasingly relying on ICTs to complete their
business operations due to the growing demand of intelligent customers.

Tourists nowadays plan their trips in advance, such as searching for information on the intended
destination and accommodations first, then attempting to communicate with the relevant
authority, and then reserving the destination or accommodation. ICT is used throughout the
process, from start to finish. Tourism service providers make essential information available in
an online database, and visitors use technology to communicate and arrange their tours based on
the information. Tourists, particularly business travellers staying in hotels who require ICT
services, have issues throughout their stay due to a shortage of ICT services. Aristocratic visitors
want high-tech and automated hotel services. They prefer to use a mobile application to get
location-based information, make hotel reservations, and check in and out.
To improve the client experience and achieve a competitive advantage, service providers must
combine ICT. Furthermore, service receivers around the world could readily locate industry
services using a worldwide network and plug them in using ICT, improving operational
efficiency. As a result, tourist and hospitality service providers should develop their services
using ICT in order to achieve consumer happiness.

3. Individual Assessment
Understanding how tourists react psychologically allows us to better predict their behavior when
it comes to destination choices and trip objectives. Total quality management is used to manage
the travel and hospitality industry in the article.

Higher-quality, lower-cost products are generated as a result of overall quality management.

This emphasis on using greater quality data to enhance processes efficiency and saves time,
decreased costs that may be passed on to customers in the form of cheaper prices. Companies
that employ Total Quality Management effectively can lead to a significant reduction and to
provide the stability that consumers want. This builds customer satisfaction and motivates them
to return to make deals with company. Employee participation is the result of a contributing to
employee involvement at all levels, which reduces turnover and saves money on training and
beginner mistakes.

The trainee's performance reveals the clear success of training tactics because it is based on his
or her improvement in performance from pre-training experiences. This was an experiment to
further develop the concept of offering a systematic approach to training in order to improve the
trainee's ability to think critically and respond proactively to situations in the workplace.

Consequence, this appear to show that this strategy has some potential, while the overall
performance of the trainees was not assessed using a post-performance metric, which was used
to determine whether this strategy has the potential to be implemented in the future on a
qualitative basis. The possibility exists, but further research is needed to determine the efficacy
of this method in a number of situations.

For the programme to be genuinely successful, all management level must be on panel. A Total
Quality Management program's success will be jeopardized if there is a lack of effort or
resources, which will have significant consequences throughout the organization.

These types of techniques that are used above are not so much useful to know about the
customer’s need and requirement. These approaches are not so much affected. There is need a
new and innovative approaches, use of new training approaches or use of internet. There is need
a more exploration. Customer should be examining through internet. Internet is an important
component to evaluate the customer. Understanding the factor, that attracts all type of customers
or clients using technologies.
Because of the rising intelligence of the audience, the development in training quality is directly
proportional to the requirements made on tourists. Tourists are requesting a greater standard of
excellence in trips and attractions, as well as in tourism in general. There's no denying that
people who work directly with the public have a direct impact on the quality of the traveler's
experience.

As a result, new training methods must be developed and evaluated in order for those employees
to become members of the tourism group who are more engaged. In reality, individuals may be
the most important factor in significantly ensuring the standards of travel.

4. Conclusions
According to this study, service staff plays a key role in making clients with impairments feel
welcome.  Employee responses in the service environment that our respondents uncover, such as
“employee response to service delivery failures”, “employee response to customer needs and
requests”, and “unprompted and unsolicited employee actions”, are all of this is tied to our
informants' extraordinary level of service, to the point where an unfriendly engagement with
service people is considered a type of service encounter.

There is a category for “unprompted/unsolicited employee” behaviors appear to be "helping too

much." Providing intrusive degrees of assistance, like "helping too little," may jeopardize the
consumer's perceived freedom. Management that assure employee training develops the
necessary abilities so that suitable levels of support are provided as defined by the client, will
assist in welcoming customers into the retail service landscape.

The use of “research-based approach” in employee’s training programme has the capacity to
improve employees' decision-making abilities, as evidenced by this case study. It appears to aid
their acceptance of the training procedure and making them feel like they are an important part of
the organization. Obtaining employee feedback in order to improve services and developing a
dynamic system to create employee loyalty appear to be beneficial to the company.

References

[1] A research approach to training: A case study of mystery ... (n.d.). Retrieved December 4, 2021,
from
https://www.researchgate.net/publication/235300938_A_research_approach_to_training_A_case
_study_of_mystery_guest_methodology
[2] Baker, S., Holland, J., & Kaufman–Scarborough, C. (1970, January 01). Figure 2 from how
consumers with disabilities perceive "welcome" in retail servicescapes: A critical incident study:
Semantic scholar. Retrieved December 04, 2021, from
https://www.semanticscholar.org/paper/How-consumers-with-disabilities-perceive-
%E2%80%9Cwelcome%E2%80%9D-Baker-Holland/
ff58b724d57e8f4d1ed66a0d69c6dba349339fc1/figure/1