Factors Affecting Consumers' Choice of a Travel Agency

Hui, Tak Kee; Wan, David

doi:10.1300/j073v19n04_01

Cited by 17 publications

(4 citation statements)

References 20 publications

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“…Therefore, in this study, we deem relationship quality to have two dimensions, namely, trust and satisfaction (Crosby, Evans, and Cowles 1990; Rajaobelina and Bergeron 2009), which is in keeping with a number of tourism studies (e.g., Kim, Lee, and Yoo 2006; MacIntosh 2007; Jin, Line, and Goh 2013). Trust is crucial for establishing long-term relationships with travel agencies (Coulter 2002; Hui and Wan 2005; Agag and El-Masry 2016) and refers to the level of customer confidence in a firm’s integrity and reliability (Moorman, Zaltman, and Deshpande 1992). Trust is a key performance indicator for travel organizations that influences perceived risk, attitude, and consumer intentions to purchase travel products (Agag and El-Masry 2016).…”

Section: Literature Review and Hypothesis Developmentmentioning

confidence: 99%

“…Competition in the travel agency sector is fierce. Traditional brick-and-mortar travel agencies, important intermediaries in the tourism industry (Leblanc 1992; Hui and Wan 2005; Lai 2014), must nowadays compete with online travel agencies (OTAs) such as Expedia, Travelocity, and Orbitz that rely solely on a Web-based interface to serve customers (Kim and Lee 2004). Web technology indeed renders these agencies convenient and cost-effective (Park, Gretzel, and Sirakaya-Turk 2007).…”

Section: Introductionmentioning

confidence: 99%

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The Impact of Customer Experience on Relationship Quality with Travel Agencies in a Multichannel Environment

Rajaobelina

2017

Journal of Travel Research

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This article seeks to examine the impact of the customer experience (concept of THINK, FEEL, SENSE, ACT and RELATE developed by Schmitt in 1999) on relationship quality with travel agencies in a multichannel environment ( in-store and online). A self-administered Web questionnaire was answered by 289 adult respondents from a panel of individuals residing in Canada, not working for a travel agency and having visited both the physical agency (in-store) and website (online) of the travel agency with which they generally conducted business. Results were analyzed using structural modeling techniques (EQS 6.2). For both the in-store and online contexts, results pointed to the THINK and FEEL dimensions as the key factors positively impacting relationship quality. The ACT (in-store) and SENSE (online) dimensions were also found to influence relationship quality positively.

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Section: Literature Review and Hypothesis Developmentmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

The Impact of Customer Experience on Relationship Quality with Travel Agencies in a Multichannel Environment

Rajaobelina

2017

Journal of Travel Research

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“…Travel agencies not only considered as the main source of travel information for most travellers but also a provider of a variety of services that are quite important for travellers (Hui and Wan, 2005). Richey et al (2010) mentioned that travel agencies improve their product development in the market by collaborating with partners to satisfy consumers' needs.…”

Section: Travel Agency and Optional Toursmentioning

confidence: 99%

Assessing the Optional Tours in Luxor City

أيوب¹,

داوود²,

عبدالجليل³

2017

مجلة کلیة السیاحة والفنادق - جامعة مدینة السادات

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Optional Tours are one of the most important activities in the tourism industry and can provide substantial gains to tourists and tourism businesses as well as host communities. The purpose of this paper is to determine the importance of Optional Tours in tourism industry and to assess the Optional Tours in Luxor city.This paper assesses the satisfaction of tourists towards Optional Tours and explores the challenges that face each type. To achieve this purpose, researchers used a descriptive-correlation and variances research design. Quantitative techniques presented in questionnaires with tourists and managers of travel agencies in Luxor city also were used. The obtained results of the tourism companies' managers are closer to the same results of the tourists. Optional Tour types with high popularity were the Hot Air Balloon, Horse-Drawn Carriage and Sound and Light Show. However, Bicycle and Golf Tours were of low popularity. Moreover, there were some barriers that face some types of Optional Tours that led to tourists' dissatisfaction. Based upon the results, some recommendations were suggested to develop the Optional Tours to increase tourists' satisfaction.

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“…A study in an Australian setting found that the most influential factors in agency selection are closely related to travel professionals, including their knowledge and experience as well as their helpfulness and friendliness (Ng, Cassidy, & Brown, 2006). One from Singapore reported that the most important factor is value for money, followed by agency reputation (Hui & Wan, 2006). In the context of Hong Kong, agency reputation was found to be the most important attribute, followed by word of mouth and staff attitude (Heung & Chu, 2000).…”

Section: The Literature Themes Derived From Journal Articlesmentioning

confidence: 99%

How Students Perceive Travel Agency–Related Degree Courses

Yan

2015

Journal of Hospitality & Tourism Education

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Travel agency-related degree courses have long been offered for those interested in travel and tourism management. However, some students or even instructors have come to perceive these courses as difficult and insignificant. One reason for this is that travel agency operations and management is viewed by many as a sunset business in the contemporary world. Therefore, academic research in this area has been sparse. Given this gap in knowledge, the current research was conducted to review the literature on travel agency operations and management and to survey students in order to capture their understanding and perceptions. The results shed some light for instructors in terms of future delivery of captioned courses. INTRODUCTIONThe history of the modern travel agency dates back to the mid-19th century, when Thomas Cook established a chain of agencies offering package tours. Wholesale and retail travel agencies steadily grew and provided different basic or particular tourism and travel-related services in collaboration with their counterparts in different tourism destinations around the world. Many travel and tourism-related educational programs have been adjusting and upgrading their efforts in order to address the ever-changing needs of the markets, and many have continued to offer courses related to travel agency operations and management within broader programs covering the tourism and travel industries. However, based on our years of experience delivering related courses and communicating with peers and students, we noticed that stakeholders tend to have controversies over the education practice noted previously. Some students or even instructors perceive these courses as difficult and insignificant; one Correspondence should be addressed to Jing (Bill) Xu, reason for this is that travel agency operations and management is viewed by many as a sunset business in the contemporary world. By contrast, many others tend to regard the courses as crucial for subsequent in-depth tourism knowledge delivery in a broader sphere. For that reason, achieving optimal teaching efficacy and positive learning outcomes by satisfying students as well as market demand appears to be of vital importance to course instructors and also program coordinators.Although instructors teaching travel agency-related courses may intuitively be aware of how students are motivated and how they participate to learn, few if any comprehensive studies have explored how and in what manner students perceive and expect delivery of the courses. In addition, few academic attempts have been made to review the research topics relevant to this business sector that can be useful and insightful to educators. The current research thus aims to fill in these gaps. The research questions addressed include the following: 1. What are the themes related to travel agency operations and management that have been investigated in the academic literature (journal articles and textbooks)? Downloaded by [University of Sherbrooke] at 21:56 02 May 2015 TRAVEL AGENCY DEGREE COU...

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Factors Affecting Consumers' Choice of a Travel Agency

Cited by 17 publications

References 20 publications

The Impact of Customer Experience on Relationship Quality with Travel Agencies in a Multichannel Environment

The Impact of Customer Experience on Relationship Quality with Travel Agencies in a Multichannel Environment

Assessing the Optional Tours in Luxor City

How Students Perceive Travel Agency–Related Degree Courses

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