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...
Main Authors: | , , , , |
---|---|
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: | |
Online Access: | http://www.ijqr.net/journal/v12-n4/5.pdf |
id |
doaj-5da54037fce8465fb969cc4b8f298720 |
---|---|
record_format |
Article |
spelling |
doaj-5da54037fce8465fb969cc4b8f2987202021-03-02T02:58:52ZengCenter for Quality, Faculty of Engineering, University of Kragujevac, SerbiaInternational Journal for Quality Research1800-64501800-74732018-12-0112485186810.18421/IJQR12.04-05CUSTOMER ORIENTATION OF EMPLOYEES IN TRAVEL AGENCIES AS A PREDISPOSITION OF SERVICE QUALITY: TEST OF COSE CONSEQUENCES MODELKarolina Simat0Ivana Blešić1Sanja Božić2Miša Avramović3Milan Ivkov4University of Novi Sad , Faculty of Sciences, Departmant of Geography, Tourism and Hotel Management, Novi Sad , SerbiaUniversity of Novi Sad , Faculty of Sciences, Departmant of Geography, Tourism and Hotel Management, Novi Sad , SerbiaUniversity of Novi Sad , Faculty of Sciences, Departmant of Geography, Tourism and Hotel Management, Novi Sad , SerbiaIndependent PsycologistUniversity of Novi Sad , Faculty of Sciences, Departmant of Geography, Tourism and Hotel Management, Novi Sad , SerbiaThe 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.http://www.ijqr.net/journal/v12-n4/5.pdfCustomer orientationService qualityCustomer satisfactionCustomer retentiontravel agenciesSerbia |
collection |
DOAJ |
language |
English |
format |
Article |
sources |
DOAJ |
author |
Karolina Simat Ivana Blešić Sanja Božić Miša Avramović Milan Ivkov |
spellingShingle |
Karolina Simat Ivana Blešić Sanja Božić Miša Avramović Milan Ivkov CUSTOMER ORIENTATION OF EMPLOYEES IN TRAVEL AGENCIES AS A PREDISPOSITION OF SERVICE QUALITY: TEST OF COSE CONSEQUENCES MODEL International Journal for Quality Research Customer orientation Service quality Customer satisfaction Customer retention travel agencies Serbia |
author_facet |
Karolina Simat Ivana Blešić Sanja Božić Miša Avramović Milan Ivkov |
author_sort |
Karolina Simat |
title |
CUSTOMER ORIENTATION OF EMPLOYEES IN TRAVEL AGENCIES AS A PREDISPOSITION OF SERVICE QUALITY: TEST OF COSE CONSEQUENCES MODEL |
title_short |
CUSTOMER ORIENTATION OF EMPLOYEES IN TRAVEL AGENCIES AS A PREDISPOSITION OF SERVICE QUALITY: TEST OF COSE CONSEQUENCES MODEL |
title_full |
CUSTOMER ORIENTATION OF EMPLOYEES IN TRAVEL AGENCIES AS A PREDISPOSITION OF SERVICE QUALITY: TEST OF COSE CONSEQUENCES MODEL |
title_fullStr |
CUSTOMER ORIENTATION OF EMPLOYEES IN TRAVEL AGENCIES AS A PREDISPOSITION OF SERVICE QUALITY: TEST OF COSE CONSEQUENCES MODEL |
title_full_unstemmed |
CUSTOMER ORIENTATION OF EMPLOYEES IN TRAVEL AGENCIES AS A PREDISPOSITION OF SERVICE QUALITY: TEST OF COSE CONSEQUENCES MODEL |
title_sort |
customer orientation of employees in travel agencies as a predisposition of service quality: test of cose consequences model |
publisher |
Center for Quality, Faculty of Engineering, University of Kragujevac, Serbia |
series |
International Journal for Quality Research |
issn |
1800-6450 1800-7473 |
publishDate |
2018-12-01 |
description |
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. |
topic |
Customer orientation Service quality Customer satisfaction Customer retention travel agencies Serbia |
url |
http://www.ijqr.net/journal/v12-n4/5.pdf |
work_keys_str_mv |
AT karolinasimat customerorientationofemployeesintravelagenciesasapredispositionofservicequalitytestofcoseconsequencesmodel AT ivanablesic customerorientationofemployeesintravelagenciesasapredispositionofservicequalitytestofcoseconsequencesmodel AT sanjabozic customerorientationofemployeesintravelagenciesasapredispositionofservicequalitytestofcoseconsequencesmodel AT misaavramovic customerorientationofemployeesintravelagenciesasapredispositionofservicequalitytestofcoseconsequencesmodel AT milanivkov customerorientationofemployeesintravelagenciesasapredispositionofservicequalitytestofcoseconsequencesmodel |
_version_ |
1724243980936282112 |