Quality as a Competitive Advantage of Travel Agents
S. Ivanov, YEARBOOK OF INTERNATIONAL UNIVERSITY COLLEGE, pp. 150-156, 2008
12 Pages Posted: 4 Nov 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.
Keywords: quality, management, travel agents, competitive advantage
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