Report Shimla 4

7/27/2019 Report Shimla 4

1/31

1


2/31

2

INTRODUCTION

Tourism is travel forrecreational, leisure orbusinesspurposes. The World Tourism

Organization defines tourists as people who "travel to and stay in places outside their usual

environment for more than twenty-four (24) hours and not more than one consecutive year for

leisure, business and other purposes not related to the exercise of an activity remunerated from

within the place visited." Tourism has become a popular global leisure activity. In 2008, there were

over 922 million international tourist arrivals, with a growth of 1.9% as compared to 2007.

International tourism receipts grew to US$944 billion (euro 642 billion) in 2008, corresponding to

an increase in real terms of 1.8%.As a result of the late-2000s recession, international travel demand suffered a strong

slowdown beginning in June 2008, with growth in international tourism arrivals worldwide falling

to 2% during the boreal summer months. This negative trend intensified during 2009, exacerbated

in some countries due to the outbreak of the H1N1 influenza virus, resulting in a worldwide

decline of 4% in 2009 to 880 million international tourists arrivals, and an estimated 6% decline in

international tourism receipts.

Tourism is vital for many countries, such as Egypt, Greece, Lebanon, Spain and Thailand,

and many island nations, such as The Bahamas, Fiji, Maldives, and the Seychelles, due to the large

intake of money for businesses with theirgoods and services and the opportunity for employment

in the service industries associated with tourism. These service industries include transportation

services, such as airlines, cruise ships and taxicabs, hospitality services, such as accommodations,

including hotels and resorts, and entertainment venues, such as amusement parks, casinos,

shopping malls, music venues and theatres.

History

Wealthy people have always travelled to distant parts of the world, to see great buildings,

works of art, learn new languages, experience new cultures and to taste different cuisines. Long

ago, at the time of the Roman Republic, places such as Baiae were popular coastal resorts for the

rich. The word tourism was used by 1811 and touristby 1840. In 1936, the League of Nations

definedforeign touristas "someone traveling abroad for at least twenty-four hours". Its successor,

the United Nations, amended this definition in 1945, by including a maximum stay of six months.
http://en.wikipedia.org/wiki/Travelhttp://en.wikipedia.org/wiki/Recreationhttp://en.wikipedia.org/wiki/Leisurehttp://en.wikipedia.org/wiki/Businesshttp://en.wikipedia.org/wiki/World_Tourism_Organizationhttp://en.wikipedia.org/wiki/World_Tourism_Organizationhttp://en.wikipedia.org/wiki/United_States_dollarhttp://en.wikipedia.org/wiki/Eurohttp://en.wikipedia.org/wiki/Real_versus_nominal_valuehttp://en.wikipedia.org/wiki/Late-2000s_recessionhttp://en.wikipedia.org/wiki/Travel_behaviorhttp://en.wikipedia.org/wiki/2009_flu_pandemichttp://en.wikipedia.org/wiki/Egypthttp://en.wikipedia.org/wiki/Greecehttp://en.wikipedia.org/wiki/Lebanonhttp://en.wikipedia.org/wiki/Spainhttp://en.wikipedia.org/wiki/Thailandhttp://en.wikipedia.org/wiki/Island_nationhttp://en.wikipedia.org/wiki/The_Bahamashttp://en.wikipedia.org/wiki/Fijihttp://en.wikipedia.org/wiki/Maldiveshttp://en.wikipedia.org/wiki/Seychelleshttp://en.wikipedia.org/wiki/Goods_and_serviceshttp://en.wikipedia.org/wiki/Tertiary_sector_of_the_economyhttp://en.wikipedia.org/wiki/Transporthttp://en.wikipedia.org/wiki/Transporthttp://en.wikipedia.org/wiki/Airlinehttp://en.wikipedia.org/wiki/Cruise_shiphttp://en.wikipedia.org/wiki/Taxicabhttp://en.wikipedia.org/wiki/Hospitality_servicehttp://en.wikipedia.org/wiki/Lodginghttp://en.wikipedia.org/wiki/Hotelhttp://en.wikipedia.org/wiki/Resorthttp://en.wikipedia.org/wiki/Amusement_parkhttp://en.wikipedia.org/wiki/Casinohttp://en.wikipedia.org/wiki/Shopping_mallhttp://en.wikipedia.org/wiki/Music_venuehttp://en.wikipedia.org/wiki/Theatrehttp://en.wikipedia.org/wiki/Multilingualismhttp://en.wikipedia.org/wiki/Cuisinehttp://en.wikipedia.org/wiki/Roman_Republichttp://en.wikipedia.org/wiki/Baiaehttp://en.wikipedia.org/wiki/League_of_Nationshttp://en.wikipedia.org/wiki/United_Nationshttp://en.wikipedia.org/wiki/United_Nationshttp://en.wikipedia.org/wiki/League_of_Nationshttp://en.wikipedia.org/wiki/Baiaehttp://en.wikipedia.org/wiki/Roman_Republichttp://en.wikipedia.org/wiki/Cuisinehttp://en.wikipedia.org/wiki/Multilingualismhttp://en.wikipedia.org/wiki/Theatrehttp://en.wikipedia.org/wiki/Music_venuehttp://en.wikipedia.org/wiki/Shopping_mallhttp://en.wikipedia.org/wiki/Casinohttp://en.wikipedia.org/wiki/Amusement_parkhttp://en.wikipedia.org/wiki/Resorthttp://en.wikipedia.org/wiki/Hotelhttp://en.wikipedia.org/wiki/Lodginghttp://en.wikipedia.org/wiki/Hospitality_servicehttp://en.wikipedia.org/wiki/Taxicabhttp://en.wikipedia.org/wiki/Cruise_shiphttp://en.wikipedia.org/wiki/Airlinehttp://en.wikipedia.org/wiki/Transporthttp://en.wikipedia.org/wiki/Transporthttp://en.wikipedia.org/wiki/Tertiary_sector_of_the_economyhttp://en.wikipedia.org/wiki/Goods_and_serviceshttp://en.wikipedia.org/wiki/Seychelleshttp://en.wikipedia.org/wiki/Maldiveshttp://en.wikipedia.org/wiki/Fijihttp://en.wikipedia.org/wiki/The_Bahamashttp://en.wikipedia.org/wiki/Island_nationhttp://en.wikipedia.org/wiki/Thailandhttp://en.wikipedia.org/wiki/Spainhttp://en.wikipedia.org/wiki/Lebanonhttp://en.wikipedia.org/wiki/Greecehttp://en.wikipedia.org/wiki/Egypthttp://en.wikipedia.org/wiki/2009_flu_pandemichttp://en.wikipedia.org/wiki/Travel_behaviorhttp://en.wikipedia.org/wiki/Late-2000s_recessionhttp://en.wikipedia.org/wiki/Real_versus_nominal_valuehttp://en.wikipedia.org/wiki/Eurohttp://en.wikipedia.org/wiki/United_States_dollarhttp://en.wikipedia.org/wiki/World_Tourism_Organizationhttp://en.wikipedia.org/wiki/World_Tourism_Organizationhttp://en.wikipedia.org/wiki/Businesshttp://en.wikipedia.org/wiki/Leisurehttp://en.wikipedia.org/wiki/Recreationhttp://en.wikipedia.org/wiki/Travel


3/31

3

Leisure travel

Leisure travel was associated with the Industrial Revolution in the United Kingdomthe

first European country to promote leisure time to the increasing industrial population.[citation needed]

Initially, this applied to the owners of the machinery of production, the economic oligarchy, the

factory owners and the traders. These comprised the new middle class. Cox & Kings was the first

official travel company to be formed in 1758.

The British origin of this new industry is reflected in many place names. In Nice, France,

one of the first and best-established holiday resorts on the French Riviera, the long esplanade along

the seafront is known to this day as thePromenade des Anglais; in many other historic resorts in

continental Europe, old, well-established palace hotels have names like theHotel Bristol, theHotel

Carlton or theHotel Majesticreflecting the dominance ofEnglish customers.

Many leisure-oriented tourists travel to the tropics, both in the summer and winter. Places of such

nature often visited are: Mexico, Bali in Indonesia, Brazil, Cuba, the Dominican Republic,

Malaysia, the various Polynesian tropical islands, Queensland in Australia, Thailand, and Florida

and Hawaii in the United States.

Winter tourism

Majorski resorts are located in the various European countries (e.g. Austria, Bulgaria,

Czech Republic, France, Germany, Iceland, Italy, Norway, Poland, Sweden, Slovakia, Spain,

Switzerland), Canada, the United States, New Zealand, Japan, South Korea, Chile and Argentina.

Mass tourism

Mass tourism could only have developed with the improvements in technology, allowing

the transport of large numbers of people in a short space of time to places of leisure interest, so that

greater numbers of people could begin to enjoy the benefits of leisure time.

In the United States, the first seaside resorts in the European style were at Atlantic City, New

Jersey and Long Island, New York.In Continental Europe, early resorts included: Ostend,

popularized by the people ofBrussels; Boulogne-sur-Mer(Pas-de-Calais) and Deauville

(Calvados) for the Parisians; and Heiligendamm, founded in 1793, as the first seaside resort on the

Baltic Sea.

Adjectival tourism

Adjectival tourism refers to the numerous niche or specialty travel forms of tourism that have

emerged over the years, each with its own adjective. Many of these have come into common use

by the tourism industry and academics. Others are emerging concepts that may or may not gain

popular usage. Examples of the more common niche tourism markets include:

Agritourism Medical tourism
http://en.wikipedia.org/wiki/Industrial_Revolutionhttp://en.wikipedia.org/wiki/United_Kingdomhttp://en.wikipedia.org/wiki/Leisurehttp://en.wikipedia.org/wiki/Wikipedia:Citation_neededhttp://en.wikipedia.org/wiki/Wikipedia:Citation_neededhttp://en.wikipedia.org/wiki/Wikipedia:Citation_neededhttp://en.wikipedia.org/wiki/Middle_classhttp://en.wikipedia.org/wiki/Cox_%26_Kingshttp://en.wikipedia.org/wiki/Nicehttp://en.wikipedia.org/wiki/Francehttp://en.wikipedia.org/wiki/French_Rivierahttp://en.wikipedia.org/wiki/Continental_Europehttp://en.wikipedia.org/wiki/Englandhttp://en.wikipedia.org/wiki/Mexicohttp://en.wikipedia.org/wiki/Balihttp://en.wikipedia.org/wiki/Indonesiahttp://en.wikipedia.org/wiki/Brazilhttp://en.wikipedia.org/wiki/Cubahttp://en.wikipedia.org/wiki/Dominican_Republichttp://en.wikipedia.org/wiki/Malaysiahttp://en.wikipedia.org/wiki/Polynesiahttp://en.wikipedia.org/wiki/Queenslandhttp://en.wikipedia.org/wiki/Australiahttp://en.wikipedia.org/wiki/Thailandhttp://en.wikipedia.org/wiki/Floridahttp://en.wikipedia.org/wiki/Hawaiihttp://en.wikipedia.org/wiki/United_Stateshttp://en.wikipedia.org/wiki/Ski_resorthttp://en.wikipedia.org/wiki/Austriahttp://en.wikipedia.org/wiki/Bulgariahttp://en.wikipedia.org/wiki/Czech_Republichttp://en.wikipedia.org/wiki/Francehttp://en.wikipedia.org/wiki/Germanyhttp://en.wikipedia.org/wiki/Icelandhttp://en.wikipedia.org/wiki/Italyhttp://en.wikipedia.org/wiki/Norwayhttp://en.wikipedia.org/wiki/List_of_ski_areas_and_resorts_in_Europe#Polandhttp://en.wikipedia.org/wiki/Swedenhttp://en.wikipedia.org/wiki/Slovakiahttp://en.wikipedia.org/wiki/Spainhttp://en.wikipedia.org/wiki/Switzerlandhttp://en.wikipedia.org/wiki/Canadahttp://en.wikipedia.org/wiki/United_Stateshttp://en.wikipedia.org/wiki/New_Zealandhttp://en.wikipedia.org/wiki/Japanhttp://en.wikipedia.org/wiki/South_Koreahttp://en.wikipedia.org/wiki/Chilehttp://en.wikipedia.org/wiki/Argentinahttp://en.wikipedia.org/wiki/Transporthttp://en.wikipedia.org/wiki/United_Stateshttp://en.wikipedia.org/wiki/Seaside_resorthttp://en.wikipedia.org/wiki/Atlantic_City,_New_Jerseyhttp://en.wikipedia.org/wiki/New_Jerseyhttp://en.wikipedia.org/wiki/New_Jerseyhttp://en.wikipedia.org/wiki/Long_Islandhttp://en.wikipedia.org/wiki/New_Yorkhttp://en.wikipedia.org/wiki/Continental_Europehttp://en.wikipedia.org/wiki/Ostendhttp://en.wikipedia.org/wiki/Brusselshttp://en.wikipedia.org/wiki/Boulogne-sur-Merhttp://en.wikipedia.org/wiki/Pas-de-Calaishttp://en.wikipedia.org/wiki/Deauvillehttp://en.wikipedia.org/wiki/Calvadoshttp://en.wikipedia.org/wiki/Parishttp://en.wikipedia.org/wiki/Heiligendammhttp://en.wikipedia.org/wiki/Baltic_Seahttp://en.wikipedia.org/wiki/Agritourismhttp://en.wikipedia.org/wiki/Medical_tourismhttp://en.wikipedia.org/wiki/Medical_tourismhttp://en.wikipedia.org/wiki/Agritourismhttp://en.wikipedia.org/wiki/Baltic_Seahttp://en.wikipedia.org/wiki/Heiligendammhttp://en.wikipedia.org/wiki/Parishttp://en.wikipedia.org/wiki/Calvadoshttp://en.wikipedia.org/wiki/Deauvillehttp://en.wikipedia.org/wiki/Pas-de-Calaishttp://en.wikipedia.org/wiki/Boulogne-sur-Merhttp://en.wikipedia.org/wiki/Brusselshttp://en.wikipedia.org/wiki/Ostendhttp://en.wikipedia.org/wiki/Continental_Europehttp://en.wikipedia.org/wiki/New_Yorkhttp://en.wikipedia.org/wiki/Long_Islandhttp://en.wikipedia.org/wiki/New_Jerseyhttp://en.wikipedia.org/wiki/New_Jerseyhttp://en.wikipedia.org/wiki/Atlantic_City,_New_Jerseyhttp://en.wikipedia.org/wiki/Seaside_resorthttp://en.wikipedia.org/wiki/United_Stateshttp://en.wikipedia.org/wiki/Transporthttp://en.wikipedia.org/wiki/Argentinahttp://en.wikipedia.org/wiki/Chilehttp://en.wikipedia.org/wiki/South_Koreahttp://en.wikipedia.org/wiki/Japanhttp://en.wikipedia.org/wiki/New_Zealandhttp://en.wikipedia.org/wiki/United_Stateshttp://en.wikipedia.org/wiki/Canadahttp://en.wikipedia.org/wiki/Switzerlandhttp://en.wikipedia.org/wiki/Spainhttp://en.wikipedia.org/wiki/Slovakiahttp://en.wikipedia.org/wiki/Swedenhttp://en.wikipedia.org/wiki/List_of_ski_areas_and_resorts_in_Europe#Polandhttp://en.wikipedia.org/wiki/Norwayhttp://en.wikipedia.org/wiki/Italyhttp://en.wikipedia.org/wiki/Icelandhttp://en.wikipedia.org/wiki/Germanyhttp://en.wikipedia.org/wiki/Francehttp://en.wikipedia.org/wiki/Czech_Republichttp://en.wikipedia.org/wiki/Bulgariahttp://en.wikipedia.org/wiki/Austriahttp://en.wikipedia.org/wiki/Ski_resorthttp://en.wikipedia.org/wiki/United_Stateshttp://en.wikipedia.org/wiki/Hawaiihttp://en.wikipedia.org/wiki/Floridahttp://en.wikipedia.org/wiki/Thailandhttp://en.wikipedia.org/wiki/Australiahttp://en.wikipedia.org/wiki/Queenslandhttp://en.wikipedia.org/wiki/Polynesiahttp://en.wikipedia.org/wiki/Malaysiahttp://en.wikipedia.org/wiki/Dominican_Republichttp://en.wikipedia.org/wiki/Cubahttp://en.wikipedia.org/wiki/Brazilhttp://en.wikipedia.org/wiki/Indonesiahttp://en.wikipedia.org/wiki/Balihttp://en.wikipedia.org/wiki/Mexicohttp://en.wikipedia.org/wiki/Englandhttp://en.wikipedia.org/wiki/Continental_Europehttp://en.wikipedia.org/wiki/French_Rivierahttp://en.wikipedia.org/wiki/Francehttp://en.wikipedia.org/wiki/Nicehttp://en.wikipedia.org/wiki/Cox_%26_Kingshttp://en.wikipedia.org/wiki/Middle_classhttp://en.wikipedia.org/wiki/Wikipedia:Citation_neededhttp://en.wikipedia.org/wiki/Leisurehttp://en.wikipedia.org/wiki/United_Kingdomhttp://en.wikipedia.org/wiki/Industrial_Revolution


4/31


5/31

5

Organization). Sustainable development implies "meeting the needs of the present without

compromising the ability of future generations to meet their own needs" (World Commission on

Environment and Development, 1987)

Ecotourism

Ecotourism, also known as ecological tourism, is responsible travel to fragile, pristine, and

usually protected areas that strives to be low impact and (often) small scale. It helps educate the

traveler; provides funds for conservation; directly benefits the economic development and political

empowerment of local communities; and fosters respect for different cultures and for human

rights.

Pro-poor tourism

The potential tourism has to help the very poorest in developing countries has been

receiving increasing attention by those involved in development and the issue has been addressed

either through small scale projects in local communities and by Ministries of Tourism attempting

to attract huge numbers of tourists. Research by the Overseas Development Institute suggests that

neither is the best way to encourage tourists' money to reach the poorest as only 25% or less (far

less in some cases) ever reaches the poor; successful examples of money reaching the poor include

mountain climbing in Tanzania or cultural tourism in Luang Prabang, Laos.[26]For tourism to

successfully reach the poor efforts must be made for tourists to use local currency, for locals to

develop relevant skills and to ensure that exclusive contracts do not dominate the sector.

Recession tourism

Recession tourism is a travel trend, which evolved by way of the world economic crisis.

Identified by American entrepreneurMatt Landau (2007), recession tourism is defined by low-

cost, high-value experiences taking place of once-popular generic retreats. Various recession

tourism hotspots have seen business boom during the recession thanks to comparatively low costs

of living and a slow world job market suggesting travelers are elongating trips where their money

travels further.

Medical tourism

When there is a significant price difference between countries for a given medical

procedure, particularly in Southeast Asia, India, Eastern Europe and where there are different

regulatory regimes, in relation to particular medical procedures (e.g. dentistry), traveling to take

advantage of the price or regulatory differences is often referred to as "medical tourism".

Educational tourism

Educational tourism developed, because of the growing popularity of teaching and learning

of knowledge and the enhancing of technical competency outside of the classroom environment. In
http://en.wikipedia.org/wiki/World_Tourism_Organizationhttp://en.wikipedia.org/wiki/Sustainable_developmenthttp://en.wikipedia.org/wiki/Brundtland_Commissionhttp://en.wikipedia.org/wiki/Brundtland_Commissionhttp://en.wikipedia.org/wiki/Overseas_Development_Institutehttp://en.wikipedia.org/wiki/Tanzaniahttp://en.wikipedia.org/wiki/Luang_Prabanghttp://en.wikipedia.org/wiki/Laoshttp://en.wikipedia.org/wiki/Tourism#cite_note-odi.org.uk-25http://en.wikipedia.org/wiki/Tourism#cite_note-odi.org.uk-25http://en.wikipedia.org/wiki/Tourism#cite_note-odi.org.uk-25http://en.wikipedia.org/wiki/Matt_Landauhttp://en.wikipedia.org/wiki/Southeast_Asiahttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Eastern_Europehttp://en.wikipedia.org/wiki/Dentistryhttp://en.wikipedia.org/wiki/Dentistryhttp://en.wikipedia.org/wiki/Eastern_Europehttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Southeast_Asiahttp://en.wikipedia.org/wiki/Matt_Landauhttp://en.wikipedia.org/wiki/Tourism#cite_note-odi.org.uk-25http://en.wikipedia.org/wiki/Laoshttp://en.wikipedia.org/wiki/Luang_Prabanghttp://en.wikipedia.org/wiki/Tanzaniahttp://en.wikipedia.org/wiki/Overseas_Development_Institutehttp://en.wikipedia.org/wiki/Brundtland_Commissionhttp://en.wikipedia.org/wiki/Brundtland_Commissionhttp://en.wikipedia.org/wiki/Sustainable_developmenthttp://en.wikipedia.org/wiki/World_Tourism_Organization


6/31

6

educational tourism, the main focus of the tour or leisure activity includes visiting another country

to learn about the culture, such as in Student Exchange Programs and Study Tours, or to work and

apply skills learned inside the classroom in a different environment, such as in the International

Practicum Training Program.

Creative tourism

Creative tourism has existed as a form ofcultural tourism, since the early beginnings of

tourism itself. Its European roots date back to the time of the Grand Tour, which saw the sons of

aristocratic families traveling for the purpose of mostly interactive, educational experiences. More

recently, creative tourism has been given its own name by Crispin Raymond and Greg Richards,

who as members of the Association for Tourism and Leisure Education (ATLAS), have directed a

number of projects for the European Commission, including cultural and crafts tourism, known as

sustainable tourism. They have defined "creative tourism" as tourism related to the active

participation of travellers in the culture of the host community, through interactive workshops and

informal learning experiences.

Meanwhile, the concept of creative tourism has been picked up by high-profile

organizations such as UNESCO, who through the Creative Cities Network, have endorsed creative

tourism as an engaged, authentic experience that promotes an active understanding of the specific

cultural features of a place. More recently, creative tourism has gained popularity as a form of

cultural tourism, drawing on active participation by travelers in the culture of the host communities

they visit. Several countries offer examples of this type of tourism development, including the

United Kingdom, the Bahamas, Jamaica, Spain, Italy and New Zealand.

Dark Tourism

One emerging area of special interest tourism has been identified by Lennon and Foley

(2000)as "dark" tourism. This type of tourism involves visits to "dark" sites, such as battlegrounds,

scenes of horrific crimes or acts ofgenocide, for example: concentration camps. Dark tourism

remains a small niche market, driven by varied motivations, such as mourning, remembrance,

macabre curiosity or even entertainment. Its early origins are rooted in fairgrounds and medieval

fairs.

Growth

The World Tourism Organization (UNWTO) forecasts that international tourism will

continue growing at the average annual rate of 4 %.[31]With the advent ofe-commerce, tourism

products have become one of the most traded items on the internet.[citation needed] Tourism products

and services have been made available through intermediaries, although tourism providers (hotels,

airlines, etc.) can sell their services directly. This has put pressure on intermediaries from both on-

line and traditional shops.
http://en.wikipedia.org/wiki/Student_exchange_programhttp://en.wikipedia.org/wiki/Cultural_tourismhttp://en.wikipedia.org/wiki/Grand_Tourhttp://en.wikipedia.org/wiki/European_Commissionhttp://en.wikipedia.org/wiki/Sustainable_tourismhttp://en.wikipedia.org/wiki/Culturehttp://en.wikipedia.org/wiki/UNESCOhttp://en.wikipedia.org/wiki/Creative_Cities_Networkhttp://en.wikipedia.org/wiki/Authenticity_%28reenactment%29http://en.wikipedia.org/wiki/Location_%28geography%29http://en.wikipedia.org/wiki/Dark_tourismhttp://en.wikipedia.org/wiki/Genocidehttp://en.wikipedia.org/wiki/Internmenthttp://en.wikipedia.org/wiki/Niche_markethttp://en.wikipedia.org/wiki/World_Tourism_Organizationhttp://en.wikipedia.org/wiki/Tourism#cite_note-predict-30http://en.wikipedia.org/wiki/Tourism#cite_note-predict-30http://en.wikipedia.org/wiki/Tourism#cite_note-predict-30http://en.wikipedia.org/wiki/Electronic_commercehttp://en.wikipedia.org/wiki/Wikipedia:Citation_neededhttp://en.wikipedia.org/wiki/Wikipedia:Citation_neededhttp://en.wikipedia.org/wiki/Wikipedia:Citation_neededhttp://en.wikipedia.org/wiki/Wikipedia:Citation_neededhttp://en.wikipedia.org/wiki/Electronic_commercehttp://en.wikipedia.org/wiki/Tourism#cite_note-predict-30http://en.wikipedia.org/wiki/World_Tourism_Organizationhttp://en.wikipedia.org/wiki/Niche_markethttp://en.wikipedia.org/wiki/Internmenthttp://en.wikipedia.org/wiki/Genocidehttp://en.wikipedia.org/wiki/Dark_tourismhttp://en.wikipedia.org/wiki/Location_%28geography%29http://en.wikipedia.org/wiki/Authenticity_%28reenactment%29http://en.wikipedia.org/wiki/Creative_Cities_Networkhttp://en.wikipedia.org/wiki/UNESCOhttp://en.wikipedia.org/wiki/Culturehttp://en.wikipedia.org/wiki/Sustainable_tourismhttp://en.wikipedia.org/wiki/European_Commissionhttp://en.wikipedia.org/wiki/Grand_Tourhttp://en.wikipedia.org/wiki/Cultural_tourismhttp://en.wikipedia.org/wiki/Student_exchange_program


7/31

7

It has been suggested there is a strong correlation between tourism expenditure per capita

and the degree to which countries play in the global context. Not only as a result of the important

economic contribution of the tourism industry, but also as an indicator of the degree of confidence

with which global citizens leverage the resources of the globe for the benefit of theirlocal

economies. This is why any projections of growth in tourism may serve as an indication of the

relative influence that each country will exercise in the future. Space tourism is expected to "take

off" in the first quarter of the 21st century, although compared with traditional destinations the

number of tourists in orbit will remain low until technologies such as a space elevatormake space

travel cheap.

Technological improvement is likely to make possible air-ship hotels, based either on solar-

powered airplanes or large dirigibles. Underwater hotels, such as Hydropolis, expected to open in

Dubai in 2009, will be built. On the ocean, tourists will be welcomed by ever larger cruise ships

and perhaps floating cities

Sports travel

Since the late 1970s packaged sports travel has become increasingly popular. Events such

as rugby and football World Cups have enabled specialist travel companies to gain official ticket

allocation and then sell them in packages that include flights, hotels and excursions.
http://en.wikipedia.org/wiki/Community-based_economicshttp://en.wikipedia.org/wiki/Community-based_economicshttp://en.wikipedia.org/wiki/Space_tourismhttp://en.wikipedia.org/wiki/Space_elevatorhttp://en.wikipedia.org/wiki/Human_spaceflighthttp://en.wikipedia.org/wiki/Human_spaceflighthttp://en.wikipedia.org/wiki/Solar_energyhttp://en.wikipedia.org/wiki/Solar_energyhttp://en.wikipedia.org/wiki/Airshiphttp://en.wikipedia.org/wiki/Hydropolishttp://en.wikipedia.org/wiki/Dubaihttp://en.wikipedia.org/wiki/Seasteadinghttp://en.wikipedia.org/wiki/Sports_travelhttp://en.wikipedia.org/wiki/Sports_travelhttp://en.wikipedia.org/wiki/Seasteadinghttp://en.wikipedia.org/wiki/Dubaihttp://en.wikipedia.org/wiki/Hydropolishttp://en.wikipedia.org/wiki/Airshiphttp://en.wikipedia.org/wiki/Solar_energyhttp://en.wikipedia.org/wiki/Solar_energyhttp://en.wikipedia.org/wiki/Human_spaceflighthttp://en.wikipedia.org/wiki/Human_spaceflighthttp://en.wikipedia.org/wiki/Space_elevatorhttp://en.wikipedia.org/wiki/Space_tourismhttp://en.wikipedia.org/wiki/Community-based_economicshttp://en.wikipedia.org/wiki/Community-based_economics


8/31

8


9/31

9

Shimla

By Air: The airport is at Jubbarhatti, 23 km from Shimla city and is connected to Delhi. Taxi/cabs

are available.

By Rail: Shimla is connected by a broadgauge line up to Kalka (90 km). The journey between

Kalka and Shimla takes about six hours and is one of the finest ways of enjoying the landscape.

The quaint rail car, which runs on this stretch, takes about five hours. A luxury coach that

accommodates six persons has recentely been introduced and can be attached to any train of your

choice. The Shivalik Express is a deluxe train on this route. Delhi (380 km), Chandigarh (120 km)

and Kalka (90 km) from Shimla.

By Road: Shimla is connected by road to all major cities in north India. Taxi cabs for Shimla areavailable at Delhi, Chandigarh, Ambala and Kalka. Several state-run transport corporations

including the Himachal Tourism Development Corporations ply Volvo ac and deluxe buses from

Delhi and Chandigarh. Buses can also be chartered.

Shimla

Height: Most of the town lies between 2,100 m and 2,300 m

Languages spoken: Hindi. Also English, Punjabi and Pahari.

Religion: Mostly Hindu. Also Sikh, Muslim and Christian

Medical Facilities: Good

Telecommunications: Worldwide links by the net, telephone and fax, code: 0177

With all its intricacies, history seems to have been the mortar for every brick and stone that has

built Shimla. As the summer capital of British India for well over a century it was the seat of one

of the most powerful governments in the world. From its cedar-shaded heights, one fifth of the

human race was ruled and the decisions made those decades ago affect our lives to the present day.

The town of Shimla rose in the nineteenth century when the Gurkha Wars came to an end in 1815-

16 and the victorious British decided to retain certain pockets as military outposts and sanitaria. In

1822 the most rigorous of dandies and the greatest of sticklers for form Captain Charles Pratt

Kennedy, Political Agent to the Hill States directed that a house be built for him at the village

whose name is variously reported as Sheyamalaya Shumlah, Shimlu and Shemlah. Kennedy House

led the vanguard of the hundred-odd houses that were to scatter themselves by 1841 over everylevel or gently inclining space. Lured by the climate and terrain scores of European invalids began


10/31

10

moving to the station and the only stipulation of the local chief who owned the land was that no

tree be cut or cattle slaughtered.

In 1864 the Viceroy, John Lawrence anointed Shimlathen spelt Simla, as the summer

capital of British India. With Lawrence came the Viceroy Council, the Imperial Secretariat,

representatives of the Indian princes and foreign envoys. As the town grew to become the

workshop of the Empire, an awed visitor observed, every pigeonhole cradled an embryo of a war

or death. Despite the fact that up to the time of Indian independence in 1947, Shimla officially

remained only the summer capital, yet the Government spent more time in these hills than at the

actual capital Calcutta and later New Delhi. As the bearer of the Viceregal sceptre this tiny pocket

became the cynosure of British Empire. Imperial grandeur, and all the panoply and trappings of

power came along for the ride. And there was a popular local saying that went, You cannot sleep

the nights in Simla for the sound of grinding axes. A social whirl of parties, gymkhanas, balls,

fancy fairs and affaires du Coeur ensured that a heady mixture of scandal and intrigue constantly

wafted through the town.

Quite inevitably the freedom movement had a close connection with Shimla. Ornithologist

and former Civil Servant, Allan Octavian Hume created the Indian National Congress which

spearheaded the struggle while living in the town. Stalwarts like Mahatma Gandhi, Pandit Nehru,

C. Rajagopalachari, Pandit Madan Mohan Malviya and Maulana Azad regularly visited Shimla.

Major events that took place in the town were the Simla Conference in 1942, the deliberations of

the Cabinet on and finally the decision to partition India.

And while the British Empire may have ceased to exist, its echoes linger on in the

architecture and ambience of this hill resort. The elements of nostalgia may be strong but Shimla

also has a youthful vigour in its pace. Its easy accessibility and several other attractions have made

it one of Indias most popular hill resorts. There are many unforgettable walks, day-excursions by

the dozen, a variety of convenient shopping and entertainment museums, and ice-skating in winter.

Shimla is the base or the unwinding point for numerous exhilarating routes to the state interior.

Today the town is distinctive for its variety of architecture. It has one of the rare surviving

urban forests, made all the more unique, for its species are temperate to alpine ones in what is

otherwise a tropical zone. And then Shimlas famous Mall offers one of the longest stretches of

pedestrian shopping in the world.

Within and around Shimla, the public and private sector offer an enormous range of

accommodation that range from modern to heritage hotels. Like satellites placed around the centre,

there are many resorts in Shimlas periphery that are full-fledged destinations in their own right.

These are located at Mashobra, Naldehra, Kufri, Shilon Bagh and Chail. En route by road from

Kalka there are Parwanoo, Dharampur and Kasauli.


11/31


12/31

12

on the Mall

Norman- Baronial: District Courts.

Swiss- Bavarian chalets: The Chalet Day School and Cedar Lodge (Punjab Government Rest

House).

Tudor: The Library on the Ridge and Barnes Court

Churches: Christ Church, St. Andrew and the deconsecrated churches of St. Andrews (now, the

Evening College) All Saints Chapel 9nearthe gates of the Indian Institute of Advanced Study).

Cemeteries: Adjoining Oakover, the residence of the Chief Minister of Himachal has the oldest

one. The largest old-one is below St. Edwards school and is approached via the Potato Research

Station. The one at Sanjauli also dates back to colonial times and is still in use.

Others: Yarrows, various schools and college and cottages all over town.

Shopping

Handicrafts. Shawls and tweeds. Fruit juice and jams. Honey. Quality woollens. Silver jewellery.

Rare books and etchings. Contemporary pahari miniature paintings. Metalware. Rugs and carpets.

Handmade footwear. Wooden items like walking sticks.

Planning a Week in the Shimla Sector

A weeks time will give you a healthy sampler of Shimla. Dividing your time between the town

and suburbs is suggested. You can also divide your stay between the town and the peripheral

region. A good time to do the walks are the mornings. A visit to the Mall is the ideal plan for the

evenings. When visiting the suburbs plan for most of the day. In season, an appropriate activity

like activitylike ice-skating can be pursued. Let your hotel or an approved travel agent help you

plan your itinerarythose few minutes will add a great deal to your stay.

Distances from ShimlaPlaces to visit Km

Chadwick Falls 7

Chindi 94

Craignano 18

Fagu 22

Hatkoti 109

Indian Institute of Advanced

Study4

Jakhoo Temple 2.5

Jubbal 90

Kharapathhar 85

Kotgarh 82


13/31

13

Mashobra 12

Naldehra 23

Narkanda 65

Prospect Hill 5

Rampur 130

Recong Peo 231

Sankat Mochan 7

Sarahan 171

State Museum 3

Summer Hill 7

Tara Devi 11

Tattapani 53

Shimla

Christ Church

It is the last place in all India at which it is necessary for the government to be put at the expense

of building a church, was what the British Governor-General of India, Lord Ellenborough ( 1842-1844)

stated when the townspeople of Shimla approached him for funds to build a church.

The government finally did give a loan to be paid out of pew rents. The cornerstone of Christ

Church was placed on 9 September 1844 and the building was opened by licence for divine service on 11

October 1846, but the church was consecrated only on 10 January 1857 by Bishop Wilson of Calcutta. The

lettering on the cornerstone was legible till the early twentieth century when it became indistinguishable

from the masonry. The church was built of stone and brick in lime mortar by Col. J.T. Boileau with neo-

Gothic elementsand this was the first proper church in Shimla. Till then, church services were held in a

thatched building on the Northbrook Terrace, on the Mall near the Telegraph Office.

While the spire of Christ Church was up, it was a while before the other necessities as it were, came

along. The stained glass windows over the altar and the clock were both placed in 1860. The chancel was

built in 1864 and in the beginning, there were no pews and the congregation made do with rough benches or

brought their own chairs along. The porch was added later and the organ was shipped in from England.

Lockwood Kipling, father of the celebrated Rudyard, designed the original chancel window and had this

executed by his students from the Mayo School of Art. Another gift was an elaborate screen, behind which

the choir would emerge and then disappear. A young child took due note of this and asked her mother that

if the church was Gods house, was the bit behind the screen his bathroom?

Heavy snows in 1961 caused extensive damage to the building and the pinnacles running along its

length were dismantled. The structure has been repaired at various points and yet, the overall structure

retains its essence and has a nave, chancel and tower. The floor has a centre aisle flanked by pews and two

side aisles again flanked by pews.

Today, Christ Church still tells the story of a part of the towns rich history and its pews still mark


14/31


15/31


16/31

16

Cemetery at Sanjauli

Once the cemetery in Kanlog was found to be full, other land was sought for a burial site. When the

position at Sanjauli was decided upon, negotiations were started with the former princely state of Koti in

whose territories this spur lay. The Rana of Koti granted what was then a barren spur on a perpetual lease.

This cemetery is still in use and was dedicated by the Bishop of Lahore on 29 July 1921.

The earliest grave in this cemetery is of Joseph Multani, an Indian Christian who was buried here

on 12 May 1921and this was before the formal Dedication. The service was performed by Mr. McKenzie,

the Assistant Chaplain. The first European to be buried was in the Sanjauli cemetery was George Wells on

11 June 1921.

The expenditure of the lease and the cost for preparating of the ground was underwritten by the

Punjab Government. The Lower Flat in the cemetery is for Catholics, and the Upper is for Anglicans and all

other denominations. At the bottom, is a small plot for suicides. There is a Burial Record at the Cemetery

for those interred after 1951. The records that precede this date, are held by the respective churches.

Cemetery below St. Bedes

This private cemetery was opened in the 1870s for the nuns of the Convent of Jesus and Mary.

Some nuns of the Loreto order are also interred under the shady deodars. Other graves are also there in this

burial ground.

The memorial by the gate is dedicated to Colonel Parker who died in 1837, however his body was

not interred hereand this cenotaph was placed here at the behest of. Colonel Tapp, Superintendent of Hill

States.

ICE SKATING

The Shimla ice-skating rink has the largest open-air area with naturally frozen ice in this part of the

world. The Ice Skating Club has already celebrated its Diamond Jubilee.

Ice-skating normally begins in early December and carries on to February. Clear skies and lowIce Skating,

Shimla temperatures provide series of uninterrupted sessions. There are two sessions every day, in the

morning and in the evening. Membership is available for the season as well as for shorter terms and even

for single sessions. Skates are available at the rink.

Fancy dress carnivals, 'gymkhanas' ice-hockey and dances enliven every season.

SKIING

Kufri, near Shimla is one of the oldest places in India to be associated with skiing and the slopes are

still in use during winter. Above Kufri, the Mahasu ridge also has good slopes.


17/31

17

Comprehensive facilities exist at Narkanda, 64 km from Shimla. There is a range of slopes, including a

beginer's run, an advanced slope and a slalom run. Himachal Tourism offers ski courses, instruction and has

equipment on hire at Narkanda. For details, contcat at Tel: 01782-242406.

At Manali (Kullu), the Atal Bihari Vajpayee Institute of Mountaineering and Allied Sports offers a

variety of courses and facilities for skiing are possible in the Solang area near Manali. There are also some

companies in the private sector that offer ski courses and allied facilities. For details, contact at Tel: 01902-

250337, 252342, 252206.

GOLF

At Naldera, 23 km from Shimla city is one of the oldest golf courses in India. The course, whose

topography is absolutely natural, was originally placed by the British Viceroy of India, Golf Lord Curzon,at the turn of the century. He was so enhanted by the spot that he named one of his daughters 'Naldera' after

the spot. This is a par 68, nine hole course which is regarded as one of the most challenging in the country.

In the repeat nine, the yardage some - what increases. The links are maintained by Himachal Tourism and

accomodation is available at Hotel Golf Glade. There are other hotels in the private sector near Naldera.

Annandale, in Shimla has nine hole course managed by the army and there is another at the

exquisite glade of Khajjiar, 22 km from Dalhousie and 24 km from Chamba. Putting greens are available at

several resorts and hotels. Golf courses are also coming up elsewhere in the state.


18/31

18


19/31

19

REVIEW OF LITERATURE

Customer satisfaction, a business term, is a measure of how products and services supplied by a

company meet or surpass customer expectation. It is seen as a key performance indicator within

business and is part of the four of a Balanced Scorecard.

In a competitive marketplace where businesses compete for customers, customer satisfaction is

seen as a key differentiator and increasingly has become a key element of business strategy.[1]

There is a substantial body of empirical literature that establishes the benefits of customer

satisfaction for firms.

Measur ing customer satisfaction

Organizations need to retain existing customers while targeting non-customers;[2]. Measuring

customer satisfaction provides an indication of how successful the organization is at providing

products and/or services to the marketplace.

Customer satisfaction is an abstract concept and the actual manifestation of the state of satisfaction

will vary from person to person and product/service to product/service. The state of satisfaction

depends on a number of both psychological and physical variables which correlate with

satisfaction behaviors such as return and recommend rate. The level of satisfaction can also vary

depending on other factors the customer, such as other products against which the customer can

compare the organization's products.

Work done by Parasuraman, Zeithaml and Berry (Leonard L)[3]between 1985 and 1988 delivered

SERVQUAL which provides the basis for the measurement of customer satisfaction with a service

by using the gap between the customer's expectation of performance and their perceived

experience of performance. This provides the researcher with a satisfaction "gap" which is semi-

quantitative in nature. Cronin and Taylor extended the disconfirmation theory by combining the

"gap" described by Parasuraman, Zeithaml and Berry as two different measures (perception and

expectation) into a single measurement of performance relative to expectation.

The usual measures of customer satisfaction involve a survey[4]with a set of statements using a

Likert Technique or scale. The customer is asked to evaluate each statement in terms of their

perception and expectation of performance of the service being measured.

American Customer Satisfaction Index (ACSI) is a scientific standard of customer

satisfaction. Academic research has shown that the national ACSI score is a strong predictor ofGross Domestic Product (GDP) growth, and an even stronger predictor ofPersonal Consumption
http://en.wikipedia.org/wiki/Businesshttp://en.wikipedia.org/wiki/Technical_termhttp://en.wikipedia.org/wiki/Balanced_Scorecardhttp://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-0http://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-0http://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-0http://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-1http://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-1http://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-1http://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-2http://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-2http://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-2http://en.wikipedia.org/wiki/Sample_surveyhttp://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-3http://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-3http://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-3http://en.wikipedia.org/wiki/Likert_scalehttp://en.wikipedia.org/wiki/American_Customer_Satisfaction_Indexhttp://en.wikipedia.org/wiki/Gross_domestic_producthttp://en.wikipedia.org/wiki/Personal_Consumption_Expenditurehttp://en.wikipedia.org/wiki/Personal_Consumption_Expenditurehttp://en.wikipedia.org/wiki/Gross_domestic_producthttp://en.wikipedia.org/wiki/American_Customer_Satisfaction_Indexhttp://en.wikipedia.org/wiki/Likert_scalehttp://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-3http://en.wikipedia.org/wiki/Sample_surveyhttp://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-2http://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-1http://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-0http://en.wikipedia.org/wiki/Balanced_Scorecardhttp://en.wikipedia.org/wiki/Technical_termhttp://en.wikipedia.org/wiki/Business


20/31

20

Expenditure (PCE) growth. On the microeconomic level, research has shown that ACSI data

predicts stock marketperformance, both for market indices and for individually traded companies.

Increasing ACSI scores has been shown to predict loyalty, word-of-mouth recommendations, and

purchase behavior. The ACSI measures customer satisfaction annually for more than 200

companies in 43 industries and 10 economic sectors. In addition to quarterly reports, the ACSI

methodology can be applied to private sector companies and government agencies in order to

improve loyalty and purchase intent. Two companies have been licensed to apply the methodology

of the ACSI for both the private and public sector: CFI Group, Inc. applies the methodology of the

ACSI offline, and Foresee Results applies the ACSI to websites and other online initiatives. ASCI

scores have also been calculated by independent researchers, for example, for the mobile phones

sector[5], higher education[6], and electronic mail.[7]

The Kano model is a theory of product development and customer satisfaction developed in the

1980s by ProfessorNoriaki Kano that classifies customer preferences into five categories:

Attractive, One-Dimensional, Must-Be, Indifferent, Reverse. The Kano model offers some insight

into the product attributes which are perceived to be important to customers. Kano also produced a

methodology for mapping consumer responses to questionnaires onto his model.

SERVQUAL or RATER is a service-quality framework that has been incorporated into customer-

satisfaction surveys (e.g., the revised Norwegian Customer Satisfaction Barometer[8]) to indicate

the gap between customer expectations and experience.

J.D. Power and Associatesprovides another measure of customer satisfaction, known for its top-

box approach and automotive industry rankings. J.D. Power and Associates' marketing research

consists primarily of consumer surveys and is publicly known for the value of its product awards.

Other research and consulting firms have customer satisfaction solutions as well. These include

A.T. Kearney's Customer Satisfaction Audit process[9], which incorporates the Stages of

Excellence framework and which helps define a companys status against eight critically identified

dimensions.

For Business to Business (B2B) surveys there is the InfoQuest box[1]. This has been used

internationally since 1989 on more than 110,000 surveys (Nov '09) with an average response rate

of 72.74%. The box is targeted at "the most important" customers and avoids the need for a blanket

survey.

Improving Customer Satisfaction

Published standards exist to help organizations develop their current levels of customer

satisfaction. The International Customer Service Institute (TICSI) has released The International
http://en.wikipedia.org/wiki/Personal_Consumption_Expenditurehttp://en.wikipedia.org/wiki/Stock_markethttp://www.cfigroup.com/http://www.foreseeresults.com/http://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-4http://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-4http://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-4http://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-5http://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-5http://en.wikipedia.org/wiki/Electronic_mailhttp://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-6http://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-6http://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-6http://en.wikipedia.org/wiki/Kano_modelhttp://en.wikipedia.org/wiki/Noriaki_Kanohttp://en.wikipedia.org/wiki/SERVQUALhttp://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-7http://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-7http://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-7http://en.wikipedia.org/wiki/J.D._Power_and_Associateshttp://en.wikipedia.org/wiki/A.T._Kearneyhttp://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-8http://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-8http://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-8http://www.infoquestcrm.co.uk/http://en.wikipedia.org/wiki/The_International_Customer_Service_Institutehttp://en.wikipedia.org/wiki/The_International_Customer_Service_Institutehttp://www.infoquestcrm.co.uk/http://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-8http://en.wikipedia.org/wiki/A.T._Kearneyhttp://en.wikipedia.org/wiki/J.D._Power_and_Associateshttp://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-7http://en.wikipedia.org/wiki/SERVQUALhttp://en.wikipedia.org/wiki/Noriaki_Kanohttp://en.wikipedia.org/wiki/Kano_modelhttp://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-6http://en.wikipedia.org/wiki/Electronic_mailhttp://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-5http://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-4http://www.foreseeresults.com/http://www.cfigroup.com/http://en.wikipedia.org/wiki/Stock_markethttp://en.wikipedia.org/wiki/Personal_Consumption_Expenditure


21/31

21

Customer Service Standard (TICSS). TICSS enables organizations to focus their attention on

delivering excellence in the management of customer service, whilst at the same time providing

recognition of success through a 3rd Party registration scheme. TICSS focuses an organizations

attention on delivering increased customer satisfaction by helping the organization through a

Service Quality Model.

TICSS Service Quality Model uses the 5 P's - Policy, Processes, People, Premises,

Product/Services, as well as performance measurement. The implementation of a customer service

standard should lead to higher levels of customer satisfaction, which in turn influences customer

retention and customer loyalty.

Few Steps for Customer Satisfaction

It's a well known fact that no business can exist without customers. In the business of

Website design, it's important to work closely with your customers to make sure the site or

system you create for them is as close to their requirements as you can manage. Because it's

critical that you form a close working relationship with your client, customer service is of

vital importance. What follows are a selection of tips that will make your clients feel valued,

wanted and loved.

1. Encourage Face-to-Face Dealings

This is the most daunting and downright scary part of interacting with a customer. If you're not

used to this sort of thing it can be a pretty nerve-wracking experience. Rest assured, though, it does

get easier over time. It's important to meet your customers face to face at least once or even twice

during the course of a project.

My experience has shown that a client finds it easier to relate to and work with someone they've

actually met in person, rather than a voice on the phone or someone typing into an email or

messenger program. When you do meet them, be calm, confident and above all, take time to ask

them what they need. I believe that if a potential client spends over half the meeting doing the

talking, you're well on your way to a sale.

2. Respond to Messages Promptly & Keep Your Clients Informed

This goes without saying really. We all know how annoying it is to wait days for a response to an

email or phone call. It might not always be practical to deal with all customers' queries within the

space of a few hours, but at least email or call them back and let them know you've received their

message and you'll contact them about it as soon as possible. Even if you're not able to solve a

problem right away, let the customer know you're working on it.
http://en.wikipedia.org/wiki/Measurementhttp://en.wikipedia.org/wiki/Customer_retentionhttp://en.wikipedia.org/wiki/Customer_retentionhttp://en.wikipedia.org/wiki/Customer_loyaltyhttp://en.wikipedia.org/wiki/Customer_loyaltyhttp://en.wikipedia.org/wiki/Customer_retentionhttp://en.wikipedia.org/wiki/Customer_retentionhttp://en.wikipedia.org/wiki/Measurement


22/31


23/31

23

6. Anticipate Your Client's Needs & Go Out Of Your Way to Help Them Out

Sometimes this is easier said than done! However, achieving this supreme level of understanding

with your clients will do wonders for your working relationship.

Take this as an example: you're working on the front-end for your client's exciting new ecommerce

endeavour. You have all the images, originals and files backed up on your desktop computer and

the site is going really well. During a meeting with your client he/she happens to mention a hard-

copy brochure their internal marketing people are developing. As if by magic, a couple of weeks

later a CD-ROM arrives on their doorstep complete with high resolution versions of all the images

you've used on the site. A note accompanies it which reads:

"Hi, you mentioned a hard-copy brochure you were working on and I wanted to provide you with large-

scale copies of the graphics I've used on the site. Hopefully you'll be able to make use of some in yourbrochure."

Your client is heartily impressed, and remarks to his colleagues and friends how very helpful and

considerate his Web designers are. Meanwhile, in your office, you lay back in your chair drinking

your 7th cup of coffee that morning, safe in the knowledge this happy customer will send several

referrals your way.

7. Honour Your Promises

It's possible this is the most important point in this article. The simple message: when you promise

something, deliver. The most common example here is project delivery dates.

Clients don't like to be disappointed. Sometimes, something may not get done, or you might miss a

deadline through no fault of your own. Projects can be late, technology can fail and sub-contractors

don't always deliver on time. In this case a quick apology and assurance it'll be ready ASAP

wouldn't go amiss.


24/31

24

FINDINGS

60% of the tourists who visited Shimla, were those who were either invited by their familyor friends or among those who visited themselves. Thus the State Tourism department

needs to take certain steps to promote tourism of HP so that more tourist visit the state and

avail the services provided by state tourism authorities.

20 % of the tourist were visiting Shimla for the first time. Hence the state authorities needto take major steps to promote tourism so that those tourist who visit the state for the first

time should plan to visit again and again in the future.

The state of Himachal Pradesh is mostly a hilly state, hence the tourist who love to visit thehills for fresh air and comforts of life is just 15%. Hence this number need to be increased

as the state govt needs to take few steps to promote such activates where such hilly tourist

may arive.

45% of the tourist prefer to stay in low budgeted hotels. Hence the state govt should takesome steps in order to provide cheaper facilities to the tourist so that the tourist prefer to

stay in the Govt Hotels and thus generating more income for the state govt, rather than

providing income sources for small hotels. .


25/31


26/31

26


27/31

27


28/31

28

CONCLUSIONS

Each Tourist Place in the world, whether it be Switzerland or Kerala, have over the

years developed a BRAND NAME for themselves. While Switzerland is known for its

European Splendour, Kerala is known as Gods own country. In fact, Himachal is Switzerland

of India. However, it requires to be marketed smartly, especially when Uttaranchal is

competing with Himachal.

Similarly, we should market the tourist destinations of Himachal by creating a Brand

Name. Brand Name emnates out of USPs (Unique Selling Points). Suggestions to create brand

name (Brand Name Contest) could be invited from intellectuals, college students, employees

from within the State. Marketing Professionals could also be consulted on this point.

5 to 10 minutes Film depicting the most important scenic spots; snow clad mountains;

cultural heritage; popular Religious Institutions; traditional dance performances; International

Melas/festivals; Trekking Routes; Angora Farms; Shall Weaving; Apple orchards;

Floriculture etc. of International Quality be produced for showcasing the BEAUTY OF

HIMACHAL. Such a Film should be screened in all the Duty Free Shops, Air India Flights

and Lounges of International Airports within the country as well as other Countries, where it

is feasible and also in TV channels devoted to Travel and Tourism.

A large percentage of the Tourists who come to Himachal Pradesh travel by road

following by rail and air. Although the road network in HP is by far better than several other

states, a Tourist enjoys only when the Road on which he is traveling is good without any

bumps. Roads are the lifelines of Tourism Industry in H.P. With a view to improve the quality

of road network, the following steps are suggested:

All Centrally Sponsored Schemes which allow the State Govt. to secure funding from

Govt. of India for expanding the road network should be tapped.

Wherever necessary the important Road Networks connecting the Tourist Destinations

of HP could be considered for private investment on BOOT/BOLT(any other appropriate

method) basis. Or alternatively, WB funding could be obtained. In either case, the State is not

the loser, in as much as, a normal Tourist does not mind spending some money in the form of

Toll Fees. He and his family enjoy the drive and recommend to their other friends andrelatives. Each tourist visitng Himachal could be a Brand Ambassador, because, they only will


29/31

29

further propagate about the quality of Roads. For example, the quality of Road between Simla

and Ghaghas, Dharmasala to Mcleodganj, Mcleodganj to Naddi Point leaves much to be

desired, while the quality of road between Ghaghas and Mandi is very good.

Before every Tourist season (assuming that the main tourist season starts sometime in

March/April) the PWD and National Highways Dept. should be asked to rectify all road

defects and each important road should be travel-worthy. Each Superintending Engineer

should be held responsible for maintenance of these roads.

In case the State Govt. finds it difficult to maintain certain roads due to financial

constraints, the Tourist is ever-ready to pay a little extra, provided he gets an excellent road.

Under the PMGSY the selection of Roads should be such that they connect not only the

remotely important tourist destinations, but also the remotely located HPTDC Units.

Road safety is of utmost importance. If a tourist loses his life in Himachal, it is a

painful experience for him/her and their family. Important signposts along the important roads

in the State should be put up. ( A truck carrying good no. of persons from Jyeotsidh overturned

before Nadoun in Hamirpur and 5 persons died on the spot. A suitable signpost/blinking red

light would have saved those lives)

Himachal is endowed with better climatic conditions as in Europe compared to

Chandigarh. Nevertheless, when we travel within the Chandigarh City, we feel joyous,

mainly because of two reasons, namely, firstly, excellent roads with traffic lights and

secondly, beautiful Horticultural Plants were raised at all the important Road Crossings. If

Chandigarh Admn. Could do it, the Himachal Govt. can also do it.

Certain important junctions where adequate space is available could be identified and

beautification could be undertaken. In case, the space is not available in the middle of the

Junction, the sideways could be opted for horticultural plants. Since the climate in Himachal is

very congenial for certain plants, tourists will enjoy the scenery while driving past the road.

Several Industrial Houses in H.P. would enjoy sponsoring such horticultural projects.

PWD in HP has a large contingent of manual labour and equipment. However, as and

when the landslides take place either on Swarghat-Bilaspur road or on Mandi-Kullu-Manali

Road, they take unduly long time causing tremendous inconvenience to the Tourists. Standing

instructions should be given to the Officers concerned fixing a timeframe to remove the

Landslides. In fact non-clearance of landslides also causes the loss of innocent lives as for


30/31

30

instance 5 to 6 Tibetans died on the spot enroute Swarghat road due to a land slide. In

exceptional circumstances, if the PWD or NH Dept. can not clear the landslide in time, a

caution/warning could alert the driver and save the lives.

All Accident-prone areas/sites should be freshly identified on the basis of the last five

years accidents and suitable guidance posts be established at appropriate places immediately

for the guidance of Tourists.


31/31

Documents

Report Shimla 4