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- W2064003824 abstract "Companies offering guided tours dwell on participants satisfaction in controlling the tour quality. The responsibility for achieving participants satisfaction is mostly delegated to the guide who is in a good position to customize the tour's quality to the individual needs and preferences. This article questions the widespread assumption that the tour companies are directly credited with the success of the guide and with the customer's satisfaction of the tour performance. The findings of an empirical study, investigating 15 guided tours from Israel to Europe and the United States, highlight the vulnerability of the tour company in the tripartite company-guide-consumer relationship. The managerial implications of the findings are explored. L'évaluation de la satisfaction dans les voyages organisés. Les compagnies qui offrent des voyages organisés s'appuient sur la satisfaction des participants pour contrôler la qualité du voyage. La responsabilité pour gagner la satisfaction des participants est déléguée surtout au guide, qui est bien placé pour adapter les détails du voyage aux besoins et aux préférences de l'individu. Le présent article remet en question la supposition qu'on attribue directement aux compagnies faisant des voyages organisés le succès du guide et la satisfaction des clients. Les résultats d'une étude empirique qui a examiné quinze voyages organisés d'Israël en Europe et aux Etats-Unis mettent en lumière la vulnérabilité des compagnies dans le rapport tripartite compagnie-guide-consommateur. On étudie les implications qu'ont les résultats pour la gestion." @default.
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- W2064003824 date "1991-01-01" @default.
- W2064003824 modified "2023-10-13" @default.
- W2064003824 title "Satisfaction measurement in guided tours" @default.
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- W2064003824 doi "https://doi.org/10.1016/0160-7383(91)90002-s" @default.
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