As we have seen in other activities, relationships between customers and employees of tourism organisations vary a great deal, depending on the circumstances.
All customers can expect to be treated courteously and have their needs met by the organisation. In many cases there may be only a very short time during which an employee interacts with a customer.
However, there are other situations where a relationship between an employee and a customer may develop over a much longer period of time. People who are regular customers of tourism organisations who, for example, might belong to a membership scheme, might have higher expectations of the service they receive.