Customer Relationship in Tourism Industry

13879 Words Nov 20th, 2010 56 Pages
School of sustainable development of society and technology EFO703 Bachelor thesis in Business Administration Business Administration, basic level-300, 15 ESTC-points Supervisor: Angelina Sundström Västerås, 2010-06-04

Customer Relationship in Tourism Industry
--- A case study of Swedish travel agency

Group 2546: Yanfei Yan Jie Yang

Abstract
Title: Customer Relationship in Tourism Industry – A case study on a Swedish Seminar date: 4th of June, 2010 Level: Bachelor thesis in Business Administration, Basic level 300, 15 ECTS Authors: Yanfei Yan, Jie Yang Supervisor: Angelina Sundtröm marketing mix, service quality, customer satisfaction, customer retention. travel agency, Resia.

Subject terms: travel agency, customer relationship
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5 2.1.2 Choice of organizations ................................................................................................ 6

2.2 Motivation of Theories...................................................................................................... 6 2.3 Interviews ............................................................................................................................ 7
2.3.1 Choice of respondents ................................................................................................... 7 2.3.2 Interview process ........................................................................................................... 8

2.4 Analyzing the Empirical Data ........................................................................................... 9 2.5 Credibility of the Research ............................................................................................. 10

Chapter 3. Theoretical framework ................................................................................ 11
3.1 The Nature of Service ...................................................................................................... 11
3.1.1 The Service Marketing Mix (The 7 P’s) ....................................................................... 11 3.1.2 Service Quality
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