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| Author: | Caro, L.M. Garcia, J.A.M. |
| Title: | Developing a multidimensional and hierarchical service quality model for the travel agency industry |
| Journal: | Tourism Management
2008 : AUG, VOL. 29:4, p. 706-720 |
| Index terms: | service quality travel agents |
| Language: | eng |
| Abstract: | This article develops a comprehensive model measuring service quality in the travel industry. A multidimensional and hierarchical model of service quality is proposed, following Brady and Cronin's conceptualization. Service quality is a third-order construct which is composed of several dimensions and subdimensions in this model. The results of this study indicate that customers' perceptions of service quality of travel agencies consist of three primary dimensions. These are personal interaction, physical environment and outcome. In addition there are seven subdimensions. This model has important implications for the measurement of service quality in this specific industry. |
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