Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/17546
Title: Identifying travel agent user segments
Authors: Wolfe, K
Kang, SK
Hsu, CHC 
Keywords: Travel agents
Heavy users
Expectations
Selection criteria
Service fees
Issue Date: 2005
Publisher: Routledge, Taylor & Francis Group
Source: Journal of hospitality & leisure marketing, 2005, v. 12, no. 4, p. 73-92 How to cite?
Journal: Journal of hospitality & leisure marketing 
Abstract: As travel agents face increased competition, it is important for them to identify characteristics of their best clients. Identifying expectations and selection criteria most important to the various user segments can assist agency managers in developing strategies to attract and retain clients who contribute the most to their revenues. Data from 382 travelers were collected. Being honest, being reliable, and solving problems were the most important expectations held by travel agent users. Heavy users rated service and expertise as more important selection criteria than light users. Marketing and operational implications were discussed based on the results.
URI: http://hdl.handle.net/10397/17546
ISSN: 1050-7051
EISSN: 1541-0897
DOI: 10.1300/J150v12n04_05
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