What do customers expect of travel agent-customer interactions? : measuring and improving customer experience in interactions with travel agents
Yu-Chi Wu, Hsiang-Ming Lee and Pin-Ru Liao
| Year of publication: |
November 2018
|
|---|---|
| Authors: | Wu, Yu-Chi ; Lee, Hsiang-Ming ; Liao, Pin-Ru |
| Published in: |
Journal of travel and tourism marketing. - Binghamton, NY : Haworth Press, ISSN 1054-8408, ZDB-ID 1408990-7. - Vol. 35.2018, 8, p. 1000-1012
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| Subject: | Travel agent | service competencies | customer service experience | word-of-mouth | travel company | partial least squares | international travel fair | mediating effect | stimulus-organism-response | developing instrument | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service | Dienstleistungsqualität | Service quality | Reisevermittler | Travel agency | Urlaubsverhalten | Holiday behaviour | Konsumentenverhalten | Consumer behaviour | Virales Marketing | Viral marketing | Partielle kleinste Quadrate | Partial least squares | Tourismus | Tourism |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1080/10548408.2018.1468853 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011941816