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Assessing Travel Business Partners Using the Critical Incident Technique and the Analytic Hierarchy Process

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  • Wen-Yu Chen

    (Department of Tourism Industry, Chinese Culture University, 55 Hwa-Kang Road, Yang-Ming-Shan, Taipei, Taiwan 11114, ROC)

  • Chia-Yuan Hsu

    (Department of Food and Beverage Management, Yuanpei University, 306 Yuanpei Street, HsinChu 30015, Taiwan, ROC)

Abstract

This study is concerned with the evaluation of the service quality performance of the business partners of small and medium-sized travel agencies. Assessment dimensions and criteria were collected from 36 senior travel managers using the critical incident technique (CIT) and from 56 general managers at different travel agencies using the analytic hierarchy process (AHP) to calculate overall weights and priorities for each criterion. The research results indicated that ‘timely information’, ‘the particularity of the scenic spot’ and ‘vehicle quality’ were the three primary evaluation criteria. The results are intended to assist foreign tour operators in improving their service quality and performance and, moreover, to provide small and medium-sized Chinese travel agencies with objective evaluation criteria for choosing the most appropriate business partners.

Suggested Citation

  • Wen-Yu Chen & Chia-Yuan Hsu, 2012. "Assessing Travel Business Partners Using the Critical Incident Technique and the Analytic Hierarchy Process," Tourism Economics, , vol. 18(2), pages 295-310, April.
    • Handle: RePEc:sae:toueco:v:18:y:2012:i:2:p:295-310
    DOI: 10.5367/te.2012.0114
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    References listed on IDEAS

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    Cited by:

    1. Vijay Pereira & Umesh Bamel, 2023. "Charting the managerial and theoretical evolutionary path of AHP using thematic and systematic review: a decadal (2012–2021) study," Annals of Operations Research, Springer, vol. 326(2), pages 635-651, July.
    2. Ilaria Durosini & Stefano Triberti & Lucrezia Savioni & Gabriella Pravettoni, 2021. "In the eye of a quiet storm: A critical incident study on the quarantine experience during the coronavirus pandemic," PLOS ONE, Public Library of Science, vol. 16(2), pages 1-17, February.

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