Discusses “Welcome Host”, the programme launched by the Wales Tourist Board which aims to provide whole communities with the customer care skills required to deliver service excellence to visiting tourists. Outlines the structure of the programme, highlighting the use of seminars and the key focus of such events. Explains the benefits to both participating companies and the tourist. Suggests that “Welcome Host” is raising the image of quality service in the country.
Creelman, J. (1992), "Word of mouth", Managing Service Quality: An International Journal, Vol. 2 No. 5, pp. 299-301. https://doi.org/10.1108/09604529210029551
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