CUSTOMER ORIENTATION OF EMPLOYEES IN TRAVEL AGENCIES AS A PREDISPOSITION OF SERVICE QUALITY: TEST OF COSE CONSEQUENCES MODEL

CUSTOMER ORIENTATION OF EMPLOYEES IN TRAVEL AGENCIES AS A PREDISPOSITION OF SERVICE QUALITY: TEST OF COSE CONSEQUENCES MODEL

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 an...

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Bibliographic Details
Main Authors: Karolina Simat, Ivana Blešić, Sanja Božić, Miša Avramović, Milan Ivkov
Format: Article
Language:English
Published: Center for Quality, Faculty of Engineering, University of Kragujevac, Serbia 2018-12-01
Series:International Journal for Quality Research
Subjects:
Customer orientation
Service quality
Customer satisfaction
Customer retention
travel agencies
Serbia
Online Access:http://www.ijqr.net/journal/v12-n4/5.pdf

Internet

http://www.ijqr.net/journal/v12-n4/5.pdf

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