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Service marketing of Moldavian travel agencies

 

Marketed By :  VDM Verlag Dr. Müller   Sold By :  Kamal Books International  
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  • Product Description
 

The study examined the different components involved in the formation of expectation and service delivery process, as well as the impact of expectations and service delivery process over consumer satisfaction level. The study analyzes the tourist industry and more specifically the travel agency sector in Republic of Moldova. Using a conceptual model of customer satisfaction generator factors a questionnaire with a Likert-type scale was developed. The results illustrated generator factor of customer satisfaction level from a customer perspective and from the perspective of travel agencies management. There were some differences between those two: customers would prefer some elements to other, while management of travel agencies would take into account all elements without allocating priority to certain elements. From a customer perspective the service delivery process is the main generator factor of the satisfaction level.

Product Specifications
SKU :COC71059
AuthorAna Furtuna
LanguageEnglish
BindingPaperback
Number of Pages80
Publishing Year2011-07-05T00:00:00.000
ISBN978-3639365948
Edition1 st
Book TypeSales & marketing
Country of ManufactureIndia
Product BrandVDM Verlag Dr. Müller
Product Packaging InfoBox
In The Box1 Piece
Product First Available On ClickOnCare.com2015-07-08 00:00:00