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| Author: | Millan, A. Esteban, A. |
| Title: | Development of a multiple-item scale for measuring customer satisfaction in travel agencies services |
| Journal: | Tourism Management
2004 : OCT, VOL. 25:5, p. 533-546 |
| Index terms: | Tourist industry Travel agents Consumer satisfaction Spain |
| Language: | eng |
| Abstract: | Travel agencies play a fundamental role in the development of the tourist sector in Spain, and they face intense change in their competitive environment. The main aim of this survey is to identify and evaluate those elements and dimensions that determine client satisfaction through the service offered by travel agencies. |
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