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1.
Loretta Pang Deniz Kucukusta Xavier Chan 《International Journal of Tourism Research》2015,17(6):577-590
High turnover rates have long been a problem and costly in many industries. Numerous studies have focused on the reasons for employee turnover; however, most have focused on the hospitality industry but scarce in travel agencies. Thus, this research aimed to examine the situation in travel agencies in Hong Kong. A sample of 200 frontline staff was selected by convenience sampling. The results indicated that five independent variables, namely, general job satisfaction, job hopping, job security, training opportunity and promotion opportunity are significantly related to turnover intention. The managerial implications of these findings and future research directions are also discussed. Copyright © 2014 John Wiley & Sons, Ltd. 相似文献
2.
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. 相似文献
3.
Mohamed Abou‐Shouk Wai Mun Lim Phil Megicks 《International Journal of Tourism Research》2013,15(3):298-312
Current collaborative and rapid developments in tourism and information and communication technologies (ICTs) make it difficult to imagine that tourism existed before ICTs. Communication technology is one main reason for the existence of the Internet. Travel agents (TAs) are among service providers whom their Internet adoption could be the best marketing device for their business and a tool for their competitive advantages. The study explores the Internet adoption of the Egyptian TAs, patterns of usage and perceived benefits and barriers of e‐commerce adoption. It is found that the majority of TAs use the Internet to provide TA's information, find out about customers and competitors. Sales and revenue growth, increasing competitive advantages and marketing activities are the agents’ perceived benefits of adopting e‐commerce. Limited resources, unskilled labour, lack of readiness of public infrastructure and customers are among the main obstacles for not adopting the Internet technologies. Copyright © 2012 John Wiley & Sons, Ltd. 相似文献
4.
Veljko Marinkovi&#x; Vladimir Seni&#x; Milan Koci&#x; Sr&#x;an &#x;api&#x; 《International Journal of Tourism Research》2013,15(2):184-196
Despite the rise of online travel booking services, it seems that traditional travel agencies remain an intractable part in the process of making travel arrangements for most travelers. Nevertheless, the question remains as to what triggers travelers' satisfaction with travel agencies. In order to explore this, we focused on Serbian travel agencies and researched the impact of the five individual SERVQUAL dimensions on travelers' satisfaction. Results revealed that four SERVQUAL dimensions (reliability, responsiveness, empathy and tangibility) had a significant influence on customer satisfaction. Copyright © 2011 John Wiley & Sons, Ltd. 相似文献
5.
The number of tourists who use smartphones to make hotel reservation is continuously increasing. Nonetheless, only a few studies have investigated the attributes to make hotel reservation via mobile devices (e.g., smartphones). Hence, the present study comprehensively evaluates the attributes to make hotel reservation through mobile online travel agencies (OTAs) based on the web function design framework to identify the perceived important attributes to make hotel reservation via mobile OTAs from the perspective of tourists and to find out the possible factors with specific attributes to measure hotel reservation via mobile OTAs through an online questionnaire survey method. Findings reflect that the perceived important attributes of tourists have changed from those allowing them to meet their hierarchical needs to those supporting their nonhierarchical intertwined needs. In addition, four factors of hotel reservation via mobile OTAs are identified: hotel information provision, relationship and social media, design and layout, and consumer requests. 相似文献
6.
The services marketing literature focuses on the measurement of service quality and its impact and consequences on businesses. Set in the context of the travel retail agency in Singapore, this study focuses on the relationship between service quality and favourable behavioural intentions. The findings revealed that improving service quality can increase favourable behavioural intentions. However, service improvements that exceed customers' minimum‐service threshold and those that exceed customers' desired‐service level were found to have mixed effect on behavioural intentions. Hence travel agencies must carefully determine the behavioural intentions they wish to foster amongst their various customers and develop service quality strategies in line with the findings of this study. Copyright © 2007 John Wiley & Sons, Ltd. 相似文献
7.
Market orientation as a business strategy has recently been adopted in the travel and tourism industry, as well as other industries, to enhance performance. Value offerings have also emerged as a new research interest within the strategic marketing domain. Based on the theory of strategy–environment fit, this study investigates the relationship between market orientation (i.e. customer and competitor orientations) and performance, and the moderating role of value offerings (i.e. service emphasis and price emphasis), using a sample of 132 Taiwanese travel agencies. The research results obtained from hierarchical regression analyses indicate that only both customer and competitor orientations, but not value offerings, have positive and direct effects on performance. However, the results show that one dimension of value offerings, i.e. service emphasis, has a moderating role in the market orientation‐performance relationship. The managerial implications of these results are also discussed. Copyright © 2012 John Wiley & Sons, Ltd. 相似文献
8.
As successful tourism firms invest heavily in marketing to defend or improve their competitive position, they increasingly need to measure their marketing performance. Previous studies related to tourism have largely focused on financial and operational performance, but the marketing perspective has been largely overlooked. Drawing on an in-depth investigation involving 12 hotel chains, 8 travel agencies and 8 tour operators, this study provides an overview of the state-of-the-art marketing performance measurements among some of the leading tourism firms in Italy. Several issues and unanswered questions are also identified. 相似文献
9.
Jing Liu Huiwen Mai Ran Tao Ziyan Wang Yuanhao Zhang 《International Journal of Tourism Research》2024,26(1):e2608
Addressing the lack of an integrated view of family travel destination positioning and experience design, this study focuses on examining how a new form of family travel experiences, that is, childcare service experiences available during the hospitality and tourism consumption, combined with destination positioning to trigger travelers' positive perceptions of the overall tourism experiences in Macau. Furthermore, using the lens of identity salience, this study is among the first to investigate how the salience of self- or family-identity changes the impact of childcare service experiences on travelers' destination attitudes. The findings of the two scenario-based experiments suggested that compared to family travel destination positioning, individual characteristics (i.e., identity salience) exerted a significant strengthening effect on the impact of childcare service experiences on family travelers. This study is informative for destination marketers and hospitality and tourism managers and will help them to effectively design tourism experiences that appeal to family travelers. 相似文献
10.
This paper uses an econometric frontier model to evaluate the technical efficiency of a sample of Portuguese travel agencies. The model encompasses a Cobb–Douglas cost frontier approach, with data running from 2000 to 2004, and makes use of financial variables to generate the travel agencies' efficiency scores. We conclude that the efficiency scores are, at best, mixed. A policy is then derived for guiding management teams, as far as this specific sector is concerned. Copyright © 2006 John Wiley & Sons, Ltd. 相似文献
11.
《International Journal of Tourism Research》2018,20(2):215-224
Intention to quit is an important concern in organizations active in the tourism industry. This issue is more evident among the employed women in religious developing countries due to the cultural and environmental conditions. This study aimed to examine the mediating role of job embeddedness and the antecedents including work–leisure conflict, work–family conflict, and work overload on intention to quit. Data were collected from 618 female employees working in travel agencies. The results showed that the negative effects on the work‐leisure conflict, work‐family conflict and work overload led to a reduction in job embeddedness and an increase in their intention to quit. 相似文献
12.
In this article, using data from the Italian airline market, we study the role of online travel agents (OTAs) in driving price dispersion as compared to the effect of airlines’ websites. Specifically, we investigate how distinctive factors between OTAs and airlines’ direct channels influence price dispersion. We find that after controlling for OTAs’ features related to airline competition, price dispersion should be lower in the OTA channel relative to airlines’ direct channels. On the other hand, we also find that OTAs’ features related to the presence of airline competition play in favor of higher price dispersion in such indirect channel. 相似文献
13.
14.
Ahmed M. Elbaz Islam Salem Ahmed Elsetouhi Hany H. S. Abdelhamied 《International Journal of Tourism Research》2020,22(3):375-389
This study investigates the influence of work–leisure conflict (WLC) on the performance of employees in Egyptian hotels and travel agencies through the mediating role of employee burnout related to emotional exhaustion, cynicism and professional efficacy. In addition, this study examines how leisure participation moderates the effects of WLC on both employee burnout and performance. Data used for this study were collected from 788 hotel and travel agencies operating in Egypt. Given the purpose of the study, a nonlinear partial least squares structural equation modelling (PLS‐SEM) was used to analyse the data. The findings support the proposed model and thus indicated that WLC has a negative influence on the performance of employees. Moreover, it has also been determined that leisure participation plays an important role in decreasing the negative influence of WLC on emotional exhaustion, cynicism and reduced professional efficacy of employees in hotels and travel agencies. These findings hold important implications for tourism and hospitality firms. 相似文献
15.
近年来,共享出行成为出行服务市场的生力军,铁路部门也启动了相关业务。以经营实践和市场实际为研究背景,通过梳理共享出行的概念、特点,简析铁路出行相关各方的痛点问题,提出共创美好旅行生活的定位,用假设演绎方式阐释了铁路部门共享出行服务平台的商业开发机会和建构思路,以供参考。 相似文献
16.
Ebru Tekin Bilbil 《旅游业当前问题》2019,22(13):1617-1637
In March 2017, as a result of a precautionary interim decision made by the courts based on the case relating to ‘unfair competition practices’, Booking.com closed its platform for inbound tourism in Turkey and ceased operations. This was the first instance of an online booking platform halting access for inbound bookings for the domestic market. This platform-based relationship involves both cooperation and competition, and thus this paper identifies this relationship as platform coopetition. Based on the governance network theory and employing a case-study approach, the Booking.com case is examined from the viewpoint of tourism coopetition from two perspectives: industry-wide and agent-specific. The paper provides an analysis of these perspectives and the past and on-going process of Booking.com’s platform closure. The constitutive dynamics this case endangers the coopetitive environment of the tourism industry and thus creates destructive uncertainties, especially for small hotels. This analysis also reveals the issues in terms of political representation for digital service platform companies. 相似文献
17.
This study explores travel agency industry-specific barriers to imitation by first reviewing the literature on the barriers to imitation and the effects of barrier reductions on travel markets. This is the first attempt to explore and identify the external and internal barriers to imitation in the travel agency industry. It is also the first to examine the development of competitive advantages through the building of a barrier-to-imitation strategy, which is the conceptual model from the perspective of travel agency practitioners. A three-round Delphi research design was adopted to look into the present barrier-to-imitation strategy performance measures of travel agencies. Qualitative interviews with the chief executive officers of the top 15 large-scale travel agencies provided additional insights. The results show that Taiwanese travel agencies consider five external barriers, six internal barriers, and six developing barriers-to-imitation advantages, and four performance indicators of barrier strategies. This study is quite innovative in that no one else so far has analysed or tried to discern the issues of barriers to imitation, towards proposing an optimal strategic model for enforcing barriers to imitation. Finally, the construct of developing competitive advantages by building a barrier strategies model for travel agencies can help address practical and theoretical needs. 相似文献
18.
Soona Park; 《International Journal of Tourism Research》2024,26(4):e2683
Business travel often introduces stressors due to heavy workloads and the disruption of personal routines. As a stress-coping strategy, different types of leisure can be integrated into business travel to promote travelers' overall travel satisfaction. However, the traditional belief that more physically active leisure is always better may not hold true for business travelers; their constrained schedules and potential conflicts with employers may limit the feasibility of such activities. Using an exploratory sequential design, this study first employed semi-structured interviews to identify four preferred leisure types among business travelers. Subsequently, an online survey showed the effectiveness of cultural/natural attractions and social leisure activities in reducing travel stress while boosting satisfaction, aligning with business travelers' primary motives. This finding supports the arousal theory, emphasizing varying desires for arousal based on the specific circumstances of travelers. This study can also contribute to the enhancement of business travelers' travel competency. 相似文献
19.
In markets for scheduled passenger travel services, demand may be not independent of supply. On airline routes the speed, convenience and frequency of services affect demand along with price and other economic factors. This generates the possibility of multiple equilibria. For 185 domestic Canada and trans-border city-pair routes, of which 101 currently lack non-stop service, we find that twelve of the latter (all trans-border routes) have a “sweet spot” – although current passenger numbers do not justify non-stop service, were this to be introduced, it would turn out to be economically justified by the boost in the attractiveness of the route. 相似文献
20.
This paper compares the travel behaviour and attitudes of two different nationalities of undergraduate students from the United Kingdom and China. The survey did find some similarities between the two. Both groups enjoyed beach holidays, and placed importance on having fun and relaxing after their studies. Both were motivated to discover somewhere new and both preferred to eat the local food of the destination. In other ways, the two groups showed significant differences. The Chinese students thought it more important to see the famous sights and learn about other cultures and history, while the British were more concerned to have fun, to socialise and enjoy the challenges of outdoor adventure. These differences were found to exist in both male and female groups. The paper discusses the extent to which these differences could be explained by cultural factors as opposed to market factors or the students' previous experience in their travel career. Copyright © 2008 John Wiley & Sons, Ltd. 相似文献