TY - THES AU - Meier, Angela T1 - Meeting family needs T4 - Development of a service concept for TUI Service AG to adjust the service standards to current customer needs DA - 2011 CY - Chur PB - Hochschule für Technik und Wirtschaft HTW Chur A3 - Schatzmann, Clarissa AB - Holidays are the best time of the year, no matter if this means having action far away from civilisation or relaxing at the pool. Nowadays the market consists of different tour operators with increasingly exchangeable offers. The market is transparent and customers expect high quality. Due to these reasons it is crucial to focus on the customer. The service provided in the holiday destination by the tour operator has big influence on customer satisfaction. The biggest tour operator in Europe is TUI Travel. The company gives its best to always be up to date with customer needs why in 2010 a project called «i-care» was launched. Within this project, current customer characteristics, needs and wants are defined in order to improve service standards. One of the targeted customer groups are families. This bachelor thesis aims to assess current family needs and furthermore develop a concept to adjust services. The areas of quality management for services, family characteristics and needs, and current services of TUI Service AG are firstly analysed in a literature review. Secondly, qualitative research, obtained through conducting expert interviews, is done. According to the outcomes, recommendations for adapting the services are provided. M3 - Bachelorarbeit Tourismus M4 - Citavi ER -