An empirical investigation on effective factors for the success of tourism industry in Iran

This Issue begins with a paper by Kirchmayer, Remišová and Lašáková on ethical leadership in public and private organisations in Slovakia. Authentic leadership and interpersonal conflicts in Poland are further taken up by Sypniewska and Gigol. Perceptions of the ethical climate in Serbian tourism industry are explored by Dragin, Jovanović, Mijatov, Majstorović and Dragin. Prus takes us to the promotion of sustainable agriculture through the focused higher education on agriculture in Poland. Saveanu, Abrudan, Saveanu and Matei call for finding out predictors of CSR in small and medium enterprises operating in Romania. Potocan, Mulej and Nedelko at-tempt empirical investigation of employees’ attitudes towards natural, social and economic aspects of CSR in Slovenian organisations during two periods – economic crisis and recovery for a post-transition context. Rybnikova and Toleikienė turn to formal and informal elements of ethics management infrastructure in Lithuanian local government. This Issue concludes with a research note on the development towards corporate sustainability (morality and responsibility) in Estonian business by Kooskora and Cundiff.

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Explaining Effective Factors on Tourism Industry in Touristic Regions of GuilanProvince (Northern of Iran)

Mediterranean Journal of Social Sciences ◽

10.5901/mjss.2016.v7n2s1p486 ◽

2016 ◽

Author(s):

Mohammad Taleghani

Keyword(s):

Tourism Industry ◽

Effective Factors

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Differentiating service quality impact between the online and off-line context: an empirical investigation of a corporate travel agency

International Hospitality Review ◽

10.1108/ihr-01-2020-0003 ◽

2020 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Ling Fang ◽

Zhen Lu ◽

Linyin Dong

Keyword(s):

North America ◽

Customer Satisfaction ◽

Service Quality ◽

Empirical Investigation ◽

Tourism Industry ◽

Travel Agency ◽

Content Type ◽

Line Context ◽

Corporate Travel ◽

The Impact

PurposeCorporate travel represents a significant source of revenue for the tourism industry. Therefore, the quality of service is essential for maintaining and expanding corporate cliental bases. Despite the importance, the extant literature has yet sufficiently examined corporate travel service quality (SQ) and its impact. To make up for the drawback, this study aims to differentiate the impact of SQ perceptions on customer satisfaction between the online and off-line contexts through an empirical investigation in one of the top five corporate travel agencies in North America.Design/methodology/approachThe well-established SERVQUAL measurement is applied in differentiating the impact of SQ dimensions between the online and off-line context. To empirically test the proposed corporate travel agency (CTA) SQ conceptual model, a set of survey data of “Welcome Back Survey” from HRG (a top five CTA in North America) was examined.FindingsThe study finds that for online services, assurance, responsiveness and empathy affect perceived SQ, whereas for off-line services, assurance, empathy and tangible are the three dimensions of perceived SQ.Research limitations/implicationsBy relying on the existing survey, the off-line context has one less dimension than the online context. Yet as an early effort in differentiating the differences in the impact of SQ between two service contexts, the study offers insightful findings.Practical implicationsThe findings will be helpful for business managers of CTAs to identify the factors that influence SQ in both online booking and off-line booking context. In particular, assurance and empathy are two dimensions that exert a significant impact on customer satisfaction.Originality/valueThis paper is the first to compare the differences of the SQ of online and off-line corporate travel.

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