| 題名: | Assessing travel business partners using the critical incident technique and the analytic hierarchy process |
| 作者: | Chen, WY (Chen, Wen-Yu)
Hsu, CY (Hsu, Chia-Yuan) |
| 貢獻者: | Dept Tourism Ind |
| 關鍵詞: | group package tour
tour operator
service quality
critical incident technique
analytic hierarchy process |
| 日期: | 2012-04 |
| 上傳時間: | 2013-02-21 15:02:43 (UTC+8) |
| 摘要: | This study is concerned with the evaluation of the service quality performance of the business partners of small and medium-sized travel agencies. Assessment dimensions and criteria were collected from 36 senior travel managers using the critical incident technique (CIT) and from 56 general managers at different travel agencies using the analytic hierarchy process (AHP) to calculate overall weights and priorities for each criterion. The research results indicated that 'timely information', 'the particularity of the scenic spot' and 'vehicle quality' were the three primary evaluation criteria. The results are intended to assist foreign tour operators in improving their service quality and performance and, moreover, to provide small and medium-sized Chinese travel agencies with objective evaluation criteria for choosing the most appropriate business partners. |
| 關聯: | TOURISM ECONOMICS 卷: 18 期: 2 頁數: 295-310 |
| 顯示於類別: | [觀光事業學系暨研究所 ] 期刊論文
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