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File name: SSRN-id1293729. ; Size: 125K
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Quality as a Competitive Advantage of Travel Agents
Stanislav Ivanov
International University College
S. Ivanov, YEARBOOK OF INTERNATIONAL UNIVERSITY COLLEGE, pp. 150-156, 2008
Abstract:
The paper presents a theoretical framework for evaluating service quality in travel agencies. It identifies eight factors influencing perceived service quality, namely: offered products, promotional and informational materials, office and equipment, ambiance, personnel, servicing process, correctness of issued travel documents, payment. The paper also presents some of the marketing activities which will help a travel agent to create a sustainable competitive advantage.
Number of Pages in PDF File: 12
Keywords: quality, management, travel agents, competitive advantage
Accepted Paper Series
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Date posted: November 4, 2008
Suggested CitationIvanov, Stanislav, Quality as a Competitive Advantage of Travel Agents. S. Ivanov, YEARBOOK OF INTERNATIONAL UNIVERSITY COLLEGE, pp. 150-156, 2008. Available at SSRN: http://ssrn.com/abstract=1293729
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