Quality as a Competitive Advantage of Travel Agents
Stanislav Hristov Ivanov
Varna University of Management (VUM); Zangador
S. Ivanov, YEARBOOK OF INTERNATIONAL UNIVERSITY COLLEGE, pp. 150-156, 2008
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
Date posted: November 4, 2008
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