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- Title
Not just surviving, but thriving: perceived strengths of successful US-based travel agencies.
- Authors
Weaver, David Bruce; Lawton, Laura Jane
- Abstract
In-depth interviews with owners of 19 exceptionally successful US-based travel agencies were analyzed using a ground theory approach to reveal customer service excellence, employee enrichment and effective networking as three core perceived strengths that comprise a theme of ‘relationship building’. The latter is supported by a theme of ‘facilitation’ entailing diligent client selection, a culture of learning, high adaptability (related to technology and product realignment), scale, adherence to business basics, and owner optimism. Together, both themes suggest a macro-theme of ‘deep commitment’. The results provide guidelines for aspiring travel agency owners. Copyright © 2007 John Wiley & Sons, Ltd.
- Subjects
TRAVEL agents -- Management; CUSTOMER services; CUSTOMER satisfaction; QUALITY standards; TRAVEL &; economics; CONSUMER behavior; CLIENT satisfaction; ECONOMICS
- Publication
International Journal of Tourism Research, 2008, Vol 10, Issue 1, p41
- ISSN
1099-2340
- Publication type
Article
- DOI
10.1002/jtr.623