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| Tekijä: | Weaver, D.B. Lawton, L.J. |
| Otsikko: | Not just surviving, but thriving: Perceived strengths of successful US-based travel agencies |
| Lehti: | International Journal of Tourism Research
2008 : JAN-FEB, VOL. 10:1, p. 41-53 |
| Asiasana: | travel agents travel agencies |
| Vapaa asiasana: | relationship building |
| Kieli: | eng |
| Tiivistelmä: | This study analyzes in-depth interviews with owners of 19 exceptionally successful US-based travel agencies 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". It includes diligent client selection, a culture of learning, high adaptability, scale, adherence to business basics and owner optimism. Both themes suggest together a macro-theme of "deep commitment". The results of this study provide guidelines for aspiring travel agency owners. |
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