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Title: Effects of tour leader's service quality on agency's reputation and customers' word-of-mouth
Authors: Heung, V
Keywords: Service quality
Tour leader
Travel agency reputation
Word-of-mouth publicity
Issue Date: 2008
Publisher: SAGE Publications
Source: Journal of vacation marketing, 2008, v. 14 , no. 4, p. 305-315 How to cite?
Journal: Journal of vacation marketing 
Abstract: This article reports the findings of a study on tour leaders' service quality and their impact on a travel agency's reputation and word-of-mouth publicity. A survey was conducted with 431 tourists who joined package tours with a large travel agency in Hong Kong. Four factors with 16 attributes were identified. These factors were 'Professional attitude and ability', 'Presentation and communication ability', 'Professional knowledge' and 'Personal integrity'. Positive relationships were found between the tour leader's service quality factors and reputation, tour leader's service factors and word-of-mouth publicity. Implications of the findings are discussed and future research directions are included.
ISSN: 1356-7667 (print)
1479-1870 (online)
DOI: 10.1177/1356766708094752
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