The Image of Iceland and the Competitiveness of Saga Matkat



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Local Tour Travel Agency Report




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Executive Summary

The report was intended to analyze the management of customer relations in the tourist business. The objective is to give the Hong Kong Dolphin watch limited Co, chosen as the business case, external perspectives on the operational activities. The ultimate aim was to strategically merge customer relation management areas so that the subject was understood coherently and successfully.

Management and the customer service in the case business are maintained in various ways. The findings also show that customer relations Management has been stabilized both in the operational field between competitors and customer awareness. Specific separation of the most used areas for benefit by the best approaches is crucial for customer relationship management—different categories of firms. The findings can be used in analyses to improve the activities of the tourism business to address the challenges. In several fields, further study is proposed for the case company to track its potential progress.



The report focuses on managing customer relations and on methods for achieving coherent customer-focused tourism marketing in Hong Kong. The study aims to assess developments in the topic of tourism and to report on today’s challenges. The objective is to analyze customer relationship development, challenges, and changes from a specialist tourism travel agency in Lomalinja Company (Kotimäki & Syrjä, 2019). Previous studies for the case company was not done to make it an important topic

This report gives insights into the trends of tourism business operations. This study provides guidelines that can be used for further growth of tourism industries. The report also includes the itinerary, tour experiences, services, and feedback from customers.

Emerge of Tourism

Following the socioeconomic, financial, technological, and cultural changes of World War 2, mass tourism began. Massive development and structured package tours were typical characteristics of the project. Travel was made as mass objects, such as automobiles. The growth of travel agencies has also affected the development of mass tourism. The package included transportation, lodging, food, tours, and other attractions (Liao & Chuang, 2020). Travel agencies became essential because air services were becoming more popular, and airlines seldom had offices in towns. These tour and travel companies like Hong Kong Dolphin watch limited Co began producing large quantities of regular package tours.

The tourist industry is not a recent phenomenon or a particular interest. In already 1600’s Great Tour tours arose. These trips contained a specific interest and a learning purpose and were distinct from conventional mass tourism. In contrast, it can be said that the language is modern and familiar today. The tourism sector has developed, and its offerings diversified in several respects in past decades. Mass manufacturing has returned to individual identity; environment, community, and well-being tourists have taken root and tourism and adventure (Türker et al., 2019). Hong Kong Dolphin watches limited Co offers travel products from the essential needs of its customers to customized tourism packages for a summer break. The two remain successful concerning sales, but as a new concept, the company wishes to get its customers together in groups at the edge of the globe. Different topics may be divided approximately into other groups.

  • Cultural tourism; ability to motivate the destination to learn its cultural heritage. The tourist industry in culture gives an account of the obsolescence and reverence for historical and cultural traditions of a destination. An occurrence or anywhere made by people can be a cultural tourism destination.
  • Eco-tourism; every travel to any destination, in principle, though responsible growth and ecological liability are taken into account.
  • Experience of Tourism; the principal aim is to provide travelers with expertise.
  • Fitness & wellness; the goal of tourism is to enhance life and fitness, physical and psychological well-being.
  • Tourism of heritage; tourists travel to places that respect traditional lifestyles or value traditional lifestyles and objects.
  • Gastronomic tourism; all topics of travel where various foodstuffs and beverages are the main objectives
  • Adventure tourism focused on distinctive culture or nature, multiple activities, or extreme events. The primary motivation for our tourists is to encounter something outstanding, unique, or complex.

As new issues evolve rapidly, the list should be regarded as introductive. The only limitation to developing new ideas is innovation, and there are more opportunities than time to carry out them all (Levis & Pfennig, 2021). The Hong Kong Dolphin watch limited Co, the most common focus tours are cruising adventures, which means thematic ship experiences for all generations. Culture travel is also of great popularity in the business, and some essential views can be well understood to provide good insight into it. In its most comprehensive and most exact context, cultural tourism involves lifestyle and the way tourists view it. Concerns like integrity and cautious preservation or the selective strengthening and growth of a distinctive local identity and meaning are becoming critical to the prosperity of tourism in culture. Tourists are much more distinguished and traveled and worried about many destinations’ increasing resemblances. And, concerning local developments in growth that move in this direction, residents share the same concerns. Future success in tourism is bound not to become overly touristy.

Service of the customer and the relationship

The ability to distinguish is an essential element in keeping with the rapid growth of the tourist information sector. A tourism company must take on this challenge and respond. The experts in various fields are unique characteristics in Hong Kong Dolphin watch limited Co, journeys. As guides, they open to traveler’s new prospects and experiences, exchange knowledge and encourage travelers to acquire new skills. Hong Kong Dolphin watches limited Co; the overall aim is to provide its clients with superior value and find solutions for client problems. Modern services and products must be created as a solution.

Currently, Hong Kong Dolphin watch limited Co has over 30 experts operating for the organization daily.  When the thesis was published, over 60 specialists were found on the website of Hong Kong Dolphin watch limited Co, who tell us positively about the heterogeneity of interest. There is a specialist in this particular field for each subject (Cabos, 2018). The expert community includes, for example, scholars and connoisseurs of military history, archeologists, artists, and photographers. In addition, the organization has multiple specialists and directories that have extensive knowledge of a particular region. These guides show that a person is valued as a customer.

The objective is to make potential clients communicate their emotions in a way that helps and rewards them. One point of unity is that these structured tours put together the same-minded people to build connections. As concept experiences in the industry expand, they aim to find new experts for their team. The quality of service the organization appreciates and how it impacts client ties and allows the company to retain trust between its clients are closely linked to the work and the value of competence. The fact that the maintenance of customers is a crucial indicator of profitability is a significant function. In conjunction with both of these relationships with client satisfaction, it is necessary to identify the difference between customer retention and customer loyalty. The maintenance of customers is primarily a measure of repeated buying behavior, and it can be done for several purposes.

They may have no options or may not know anything else even though they do not provide a high degree of satisfaction. However, consumer loyalty is all for our clients. The commitment of the customer is closely linked to the happiness of the client.

The retention of clients calls for robust customer service, which means that skills and revenues are generally subject to top-notch requirements. It can be accomplished by superior service. The clients assess their experience according to the service criteria they intend. Consequently, the reliability of the usefulness and the customer’s satisfaction is linked effectively to the disparity between experience and expectations (Qureshi et al., 2020). Selling solves consumer issues, supports the customer, and provides facilities. It requires simple and effective sales operations.

Personnel sales are a normal progression for active operations and are also the most effective contact tool. Personal sales are communication dependent on the personal touch and the ability to present orally and are aimed at sales. In different cases, private transactions can be performed. It is essential to understand how personal communications will influence the marketing of a business already before the client comes, when the client is evident, when the client is visible, and when the client leaves and after the client has quit. Any of the organization’s employees perform the promotional engagement.

It’s why the success of marketing is determined by interaction promotion. Cost-effective client service involves noticing small items and how you can make a customer happier when you arrive. A successful client can solve issues creatively and has the confidence to do so. The personal views and desires of clients will, in many situations, be used to resolve concerns.  A customer gives a first impression of the location and the circumstance of his passions and pictures (Böhm et al., 2021). A professional organization must establish a marketing planning process. There must be long-term objectives from which to derive short-term business strategies and calculate achievable results. A direct indication and vision of the organization’s goals for five years and what steps the company is taking must be present.

My Tour Itinerary

Day 1: Museum of Hong Kong

Day 2: Touring different cities, for instance, Beijing, Pingyao, Shanghai, and Xi’an

Day 3: Mong Kok street marketplaces


Day 1

Museum of Hong Kong

You have first to understand its history to understand a position. You can do precisely that in this museum. It gives an excellent description of the long and complicated history of Hong Kong. Archeology, social heritage, ethnography, and natural history are presented in this field. There are exhibitions. It’s enormous, so let your visitors take about 2 to 4 hours.

Kowloon park walk

Lead to the gigantic Kowloon Island Park with its swimming pool, gym, small pools where ducks and other species of birds can be watched, Chinese garden, aviary, and many rest areas to avoid the heat of oppressive Hong Kong. It is one of the safest sites in the city to see people.

Day 2

Touring different cities, for instance, Beijing, Pingyao, Shanghai, Baisha Old town,  Xi’an, etc.

I had different cultural experiences in the cities; I like tourists who like food, sightseeing, and exploring markets. I love towns as well as towns. We usually adjust to any form of accommodation. I was also glad to do something, even but while we are not intense.

Day 3

Mong Kok street marketplaces

Hong Kong has the highest and most busy marketplace to experience Hong Kong’s frenetic environment, sights, and sounds. The masses and salespeople truly demonstrate the essence of Hong Kong in motion. Female market bargaining clothes, shoes, souvenirs, and the flea market in Temple Street Night are the best two markets for cheap souvenirs. The Hong Kong MTR, Yau Ma Tei, Mong Kok, and Prince Edward on the Tsuen Wan Line are most open to Mong Kok’s marketplaces.

Tour experiences

Even in the rain, Pingyao was enjoyable. A pretty enjoyable place to reside with a great and friendly staff at the Jing Residence in Pingyao. The historical residence was redesigned with a modernist style that suits perfectly. The next big highlight was the integration into Zhongdi’s local Tibetan culture. The rolling hills of the Himalayas was imposing, and Tibetan people inspired the Songtsam Resort. Lijiang was certainly the quite stunning room on tour, the Banyan Tree Resort. The package and the large private courtyard were unique and informative.

Only its fast-food chains restaurants and, which did not fit the quality of the services, failed the resort. During the cycle to Lijiang, we took a one-hour tour of the old city of Baisha. When I toured the Baisha Naxi Stickers Facility, we were received by an unwelcome surprise. A lovely youthful student who has been our lead throughout the school has welcomed us here. We finally met the most talented master stickers in the Institute by our estimate. Also, I met one of the university educators who taught English, among other topics, which our young guide has exhibited so well. After buying some excellent sets of stickers, our guide and the lecturer enjoyed tea and a brilliant conversation in the central courtyard of the Institute. We started our tour around Baisha Old Town three hours later.

Service and Feedback

It’s a first journey, well arranged by a powerful and supportive traveler. Marc has been very attentive to our needs and wishes. He has composed a fascinating cross-part of China, both modern China and antique China. My guides were highly aware and a great source of information on local culture in each of the five sites. Each one of us thought of us as a new friend we sadly left behind. Over the tour, several problems arose, and Marc and his team were treated quickly and skillfully.


Everybody in the company at the strategic level should put clients first. The simplification of customer relationship management means offering what the client needs, not what the company can do. Hong Kong Dolphin watch limited Co has the concept of providing precisely what the consumer desires. The goal is to make the client realize that one must buy a choice but can combine the deal whether the customers look for regular package tours or theme trips.

The study aims mainly to set up a good travel agency, and the selected case client was a good choice given the CRM review. By planning to be exceptional in the future, Hong Kong Dolphin watch limited Co satisfies flexibility criteria. The business examines consumer concerns and seeks to determine the improvements by adapting them to its activities. It is done based on the input and information acquired. By seeking the right solutions for the correct and focused processes of the business, Hong Kong Dolphin watches limited Co is continued to meet the new technological demands.

Three attributes that characterized Hong Kong Dolphin watch limited Co, goods most to her advantage. It is the sincerity, the narrative, and the characteristic. Authenticity creates credibility in a commodity and encourages the cultivation of Hong Kong Dolphin watch limited Co. A report supports the credibility. A statement that gives a product and an experience a common social sense and content is intertwined with different elements of a tourism product. A positive story provides a consumer with an excellent excuse to exactly encounter the organization’s development.


The Hong Kong Dolphin watch limited Co has good services and facilities; therefore, it is enjoyable to trip with them. However, I would consider not having a night sleeper train from Pingyao should I retake my trip. It was a major deception and the lowest moment of the tour. I learned that the latest contemporary trains are stunning, but it was certainly not one. In this context, I should either have stayed more or visited fewer locations.












Kotimäki, N., & Syrjä, E. (2019). The Image of Iceland and the Competitiveness of Saga Matkat.

Liao, C. S., & Chuang, H. K. (2020). Tourist preferences for package tours attribute to tourism destination design and development. Journal of Vacation Marketing26(2), 230-246.

Atun, R. A., Nafa, H., & Türker, Ö. O. (2019). Envisaging sustainable rural development through ‘context-dependent tourism’: the case of northern Cyprus. Environment, Development, and Sustainability21(4), 1715-1744.

Levis, N. A., & Pfennig, D. W. (2021). 9 Innovation and Diversification Via Plasticity-Led Evolution. Phenotypic Plasticity & Evolution, 211.

Cabos, M. (2018). Creating heritage and the mission paul pelliot: early photography of Dunhuang and their legacy. The Chinese Historical Review25(2), 97-117.

Raza, S. A., Umer, A., Qureshi, M. A., & Dahri, A. S. (2020). Internet banking service quality, e-customer satisfaction and loyalty: the modified e-SERVQUAL model. The TQM Journal.

Schaefers, T., Ruffer, S., & Böhm, E. (2021). Outcome-based contracting from the customers’ perspective: A means-end chain analytical exploration. Industrial Marketing Management93, 466-481.

Lv, X., Li, N., Xu, X., & Yang, Y. (2020). Understanding the emergence and development of online travel agencies: a dynamic evaluation and simulation approach—Internet Research

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