Not just surviving, but thriving: perceived strengths of successful US-based travel agencies
✍ Scribed by David Bruce Weaver; Laura Jane Lawton
- Book ID
- 102444502
- Publisher
- John Wiley and Sons
- Year
- 2008
- Tongue
- English
- Weight
- 159 KB
- Volume
- 10
- Category
- Article
- ISSN
- 1099-2340
- DOI
- 10.1002/jtr.623
No coin nor oath required. For personal study only.
✦ Synopsis
Abstract
In‐depth interviews with owners of 19 exceptionally successful US‐based travel agencies were analyzed 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’ entailing diligent client selection, a culture of learning, high adaptability (related to technology and product realignment), scale, adherence to business basics, and owner optimism. Together, both themes suggest a macro‐theme of ‘deep commitment’. The results provide guidelines for aspiring travel agency owners. Copyright © 2007 John Wiley & Sons, Ltd.