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To ensure that the service is effective, as well as efficient, there needs to be dedication from all employees, as it must be realized that they have the ability to make or break the service experience (Kotler, 2004). All employees should be trained to ensure the greatest amount of efficiency. Tour guides should have all the relevant knowledge and expertise required to guarantee excellent tours. All employees involved in the business need to both competent and capable. The different types of employees are broken down into four categories:
Contractors ? these are the first touch, or those who are more frequent in contact with the consumers...
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