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Integration Of The Sap Concept In The Employee Assessment Of Travel Agencies In Suceava County Through Mystery Shopping Type Methods

Author

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  • Cristian Valentin HAPENCIUC

    (Stefan cel Mare University of Suceava, 720229, Romania)

  • Pavel STANCIU

    (Stefan cel Mare University of Suceava, 720229, Romania)

  • Mihai COSTEA

    (Stefan cel Mare University of Suceava, 720229, Romania)

Abstract

Being on a positive trend and addressing to a market that is less willing to compromise, the tourism industry develops a highly complex content, represented by various organizations and services, having as a main objective meeting the expectations of consumers of tourism services and reporting to the challenges of contemporary dynamics generated by the emergence of new information technologies. To respond effectively to these issues, tourism requires among other things a modern HR management. For travel agencies, human resources are the main asset of the company that serves to implement the entity's objectives. The most important qualities of the travel agent are polite attitude, promptness, sagacity and firmness. However, the ability to display with celerity their own capabilities - intellectual, psycho-motivational and persuasive - represents the quintessence of the travel agent profession. When we refer to these features, in the universal tourism language we talk about SAP concept: Speed, Accuracy, Politeness. Therefore, the major objective of this study aims to assess the employees of travel agencies from Suceava County in terms of SAP components using three different methods of qualitative research: Mystery Shoping, Mystery Calling and Mystery Emailing.

Suggested Citation

  • Cristian Valentin HAPENCIUC & Pavel STANCIU & Mihai COSTEA, 2014. "Integration Of The Sap Concept In The Employee Assessment Of Travel Agencies In Suceava County Through Mystery Shopping Type Methods," Revista de turism - studii si cercetari in turism / Journal of tourism - studies and research in tourism, "Stefan cel Mare" University of Suceava, Romania, Faculty of Economics and Public Administration - Economy, Business Administration and Tourism Department., vol. 17(17), pages 22-29, June.
    • Handle: RePEc:scm:rdtusv:v:17:y:2014:i:17:p:22-29
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    References listed on IDEAS

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    1. Azam Haghkhah Author_Email: & Mehdi Nosratpour & Alireza Ebrahimpour & Professor Abu Bakar Abd Hamid, 2011. "The Impact Of Service Quality On Tourism Industry," 2nd International Conference on Business and Economic Research (2nd ICBER 2011) Proceeding 2011-325, Conference Master Resources.
    2. Chen, Fang-Yuan & Chang, Yu-Hern, 2005. "Examining airline service quality from a process perspective," Journal of Air Transport Management, Elsevier, vol. 11(2), pages 79-87.
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    Cited by:

    1. Rachel J. C. Chen & Clayton W. Barrows, 2015. "Developing a Mystery Shopping Measure to Operate a Sustainable Restaurant Business: The Power of Integrating with Corporate Executive Members’ Feedback," Sustainability, MDPI, vol. 7(9), pages 1-16, September.

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