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Cohen explains that tourist is person travelling in a certain period for many purposes and expects new experiences during the trip.
Based on the explanations above, it can be concluded that the meaning of tourist is a person or a group who are considering their budget to travel
outside their life and work in a certain period of time for fun and pleasure or to get new experiences and increase their knowledge.
C. Tourist Information Center
1. Tourist Information Center
Tourism brings many impacts to economic development of country. Therefore, a well-organized institution and infrastructures should be provided
to maintain it. According to Yoeti, “Infrastructures are all facilities which
make economic process run smoothly and make it easier for the people to supply their needs.” Yoeti, 1996:67
Moreover, Prof. Salah Wahab says that, “Infrastructures are all
facilities which are needed by tourists including home stays recreational and sport centers, transportation, accommodations, and Tourist Information Center
TIC.” Wahab, 1976:79 The definition about Tourist Information Center comes from Dr. Salah
Wahab “TIC is tourist information office which is located in the entrance of a
country, city, or particular place.” ibid
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In summary, TIC is an office located in a representative area of a city providing service in giving accurate information to the tourists related to
accommodations, travels, entertainments, and leisure facilities.
D. Service
According to Kloter, quoted by Eric Laws, “Service is an activity that
one party can offer to another that is essentially intangible and does not result in the ownership of anything.” Laws, 1952:78
Meanwhile, Akter quotes that: “Services include all economic activities whose output is not a physical
product or construction, it is generally consumed at the time, it is produced and provides added value in forms such as convenience, amusement,
timeliness, comfort or health that are essentially intangible concerns of its first
purchaser”. Akter, 2008:3
Another definition comes from Gronroos, “Service is an object of
transaction by firms, and institutions that generally offer services or that consider themselves service organizations
.” Gronroos, 1995:14 Basically, it can be described that service is essentially intangible
.
Service is one of important things that should be done well by company or institution to make people or customer satisfied.
It does not produce any possession. An activity, benefit or satisfaction is offered to sell.
Based on the definitions above, it can be concluded that service is an activity that is intangible offered by a firm or institution and has a purposes to
give satisfaction for their customers.
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In addition, Time Management International has mentioned the
characteristics of service that is quoted by Seaton. The characteristics are as follows:
1. Service is intangible. It cannot be easily measured.
2. Service cannot be taken away to show someone else.
3. On being provided service, the consumers have not acquired
anything. 4.
It is difficult to standardize. 5.
Service perceived differently by: a.
Different people in the same group. b.
The same person at different times. c.
People from different social culture groups. d.
People with different levels of knowledge experience. 6.
Perceptions relate to expectations. Seaton, 1996: 446
E. Service Quality
