CUSTOMER ORIENTATION OF EMPLOYEES IN TRAVEL AGENCIES AS A PREDISPOSITION OF SERVICE QUALITY: TEST OF COSE CONSEQUENCES MODEL
Journal Title: International Journal for Quality Research - Year 2018, Vol 12, Issue 4
Abstract
The principal aim is to test the Customer Oriented Service Employee (COSE) model and customer sided consequences in travel agencies in Serbia. Data was collected from 243 customers of travel agencies willing to evaluate customer orientation of employees in selected travel agencies in Serbia. Data analysis incorporates structural equation modeling. COSE consequences model was only partially confirmed (three of six hypothesized relationships between COSE dimensions and customer-sided consequences).This article contributes to the theory and practice in the field of customer relationship building. Providing a discussion on COSE model implication in the travel industry, this study highlights the differences which occur in the field of service marketing. This study extends measurement model of customer orientation in travel industry implementing the COSE model in a developing country. Unlike typically measured customer orientation by self-reports from travel agents, this study presents their customer orientation just from the customer's perspective.
Authors and Affiliations
Karolina Simat, Ivana Blešić, Sanja Božić, Miša Avramović, Milan Ivkov
Keywords
Related Articles
- EP ID EP421718
- DOI 10.18421/IJQR12.04-05
- Views 76
- Downloads 0
QUALITY OF WORK LIFE: THE DETERMINANTS OF JOB SATISFACTION AND JOB RETENTION AMONG RNs AND OHPs
The health care industry (public and private) in several countries, including Saudi Arabia, is facing high turnover rate among registered nurses (RNs) and other health care professionals (OHPs). However, despite numerous...
ASSESSING GAUGE RELIABILITY AND REPRODUCIBILITY USING THE CORRELATION BETWEEN TWO MEASUREMENT SYSTEMS
In modern production processes, a large amount of testing and measurement is performed to support decision making and to ensure quality. In order to achieve this, the measurement data needs to be reliable, and the capabi...
NEW APPROACH FOR MEASUREMENT OF THE EFFICIENCY OF Cpm AND Cpmk CONTROL CHARTS
Process capability analysis is a very effective way for improving process quality by relating process variation to customer requirements. It compares the output of a process to the specification limits by using process c...
ESTIMATION OF Cpmk PROCESS CAPABILITY INDEX BASED ON BOOTSTRAP METHOD FOR WEIBULL DISTRIBUTION: A CASE STUDY
The capability indices are widely used by quality professionals as an estimate of process capability. Many process indices have been proposed in last few years. A process capability index Cpmk is a generalized version of...
IS ISO 9000 CERTIFICATION LOSING ITS CREDIBILITY?
ISO certification was a great hope for many stakeholders in India for making the country strong in terms of quality practices. It was a blessing in disguise when in early nineties; buyers were imposing conditions that yo...