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Re-examination of job experience on service quality

International Journal of Tourism and Travel

Volume 2 Issue 2

Published: 2009
Author(s) Name: An-Tien Hsieh, Chien-Wen Tsai
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Abstract

Travel agencies believe that experience can effectively upgrade the service quality and list it as a key item in the qualifications for the perspective employees. This research questions this assumption – the correlation between job experience and service quality, because of no empirical evidence. The tour guides, office worker and the customers were required to answer the questionnaires. As indicated in the results, the travel agencies’ assumption is not necessarily valid. This research also suggested that KASO’s-- Knowledge, Ability, Skill and Other factors such as personality-- and motives are critical elements regarding the employees’ service quality. This research falsifies the assumption of the practices.

Keywords: Travel agencies, tour guides, office worker, experience, service quality.

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