Construction of Travel Agency Service System Based on Service Management

Author

Zhou Ting ; Yang Zhi-qing

Author_Institution

Dept. of Int. Students, Central South Univ. of Forestry & Technol., Changsha, China

fYear

2011

fDate

12-14 Aug. 2011

Firstpage

1

Lastpage

3

Abstract

Service management which includes the analysis of service profit chain, service interaction and quality interaction, informative technology in service quality management and contract product marketing in service industry with which in manufacturing, aims to study how to manage enterprises successfully in service competition. This paper discusses the formation of service management background, and analyzes the measures on how to structure travel agencies´´ service system on the basis of service management theories.

Keywords

customer satisfaction; customer services; quality of service; travel industry; contract product marketing; customer loyalty; customer satisfaction; customer service; enterprise management; informative technology; quality interaction analysis; service competition; service industry; service interaction analysis; service profit chain analysis; service quality management; travel agency service system; Economics; Industries; Manufacturing; Quality management; Quality of service; Training;

fLanguage

English

Publisher

ieee

Conference_Titel

Management and Service Science (MASS), 2011 International Conference on

Conference_Location

Wuhan

Print_ISBN

978-1-4244-6579-8

Type

conf

DOI

10.1109/ICMSS.2011.5998770

Filename

5998770