Critical service features in group package tour: An exploratory research

Kuo Ching Wang, An Tien Hsieh, Tzung Cheng Huan

Research output: Contribution to journalArticle

140 Citations (Scopus)

Abstract

In many countries, especially in Asia, the group package tour (GPT) is the mainstream mode of outbound travel. Nevertheless, surprisingly little effort has been devoted to improving our understanding of the grounded service features of the GPT. In order to fill this gap and thereby enhance the foundations of group travel theory, this study conducted exploratory research to identify the critical service features of the GPT. Sample data come from the customer lists offered by a large wholesale travel agency. Data were collected from both customers and employees using critical incident technique (CIT). After the data collection, a rigorous categorization exercise was conducted; 25 distinct grounded service features emerged from the data. At the end, the authors also discuss implications for future systematic investigation, model development, and make recommendations for tour operators.

Original languageEnglish
Pages (from-to)177-189
Number of pages13
JournalTourism Management
Volume21
Issue number2
DOIs
Publication statusPublished - 2000 Apr

Fingerprint

Personnel
customer
Group
travel
travel agency
development model
incident
employee
Group package tour
services
Data collection
Asia
Travel agency
Tour operators
Exercise
Exploratory study
Employees
Model development
Critical incident technique
recommendation

Keywords

  • Group package tour
  • Service feature
  • Tour leader
  • Travel agency

ASJC Scopus subject areas

  • Development
  • Transportation
  • Tourism, Leisure and Hospitality Management
  • Strategy and Management

Cite this

Critical service features in group package tour : An exploratory research. / Wang, Kuo Ching; Hsieh, An Tien; Huan, Tzung Cheng.

In: Tourism Management, Vol. 21, No. 2, 04.2000, p. 177-189.

Research output: Contribution to journalArticle

Wang, Kuo Ching ; Hsieh, An Tien ; Huan, Tzung Cheng. / Critical service features in group package tour : An exploratory research. In: Tourism Management. 2000 ; Vol. 21, No. 2. pp. 177-189.
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