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Managing Travel Agency Customers in an Electronic Business Environment

Author

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  • Hristina Santana

    (University of Economics - Varna)

Abstract

The current publication is focused on managing travel agency customers in an expanding electronic business environment, influencing process and models of dealing with customers. As human nature is stated to be a factor to consider when e-technology steps in, the author suggests opportunities to keep the balance by implementing e-business initiatives and avoiding mistakes in managing travel agency clients. The purpose is by revealing some practical approaches to propose working examples in servicing in order to emphasize on the importance of travel agencies' role and significance to their customers; reveal the integrant relation between technology and proper customer management; and the importance for the travel agent professionals to improve styles in doing e-business, respecting the human nature of the traveller.

Suggested Citation

  • Hristina Santana, 2019. "Managing Travel Agency Customers in an Electronic Business Environment," Izvestia Journal of the Union of Scientists - Varna. Economic Sciences Series, Union of Scientists - Varna, Economic Sciences Section, vol. 8(1), pages 54-63, April.
    • Handle: RePEc:vra:journl:v:8:y:2019:i:1:p:54-63
    DOI: 10.36997/IJUSV-ESS/2019.8.1.54
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    References listed on IDEAS

    as
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    2. Lloyd, Alison E. & Yip, Leslie S.C. & Luk, Sherriff T.K., 2011. "An examination of the differences in retail service evaluation between domestic and tourist shoppers in Hong Kong," Tourism Management, Elsevier, vol. 32(3), pages 520-533.
    3. Alexandru Nedelea & Alina Bălan, 2010. "E – Tourism And Tourism Services Consumer Protection," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 12(28), pages 492-503, June.
    4. Lorin M. Hitt, 1999. "Information Technology and Firm Boundaries: Evidence from Panel Data," Information Systems Research, INFORMS, vol. 10(2), pages 134-149, June.
    5. Carmen Babaita & Andreia Ispas & Raluca Florentina Ghenescu & Alexandra Halalau, 2010. "E-Tourism – An Important Element Between Hotel And Travel Agency Professional Relationship," JOURNAL STUDIA UNIVERSITATIS BABES-BOLYAI NEGOTIA, Babes-Bolyai University, Faculty of Business.
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    More about this item

    Keywords

    e-business; digitalization; travel agency customer;
    All these keywords.

    JEL classification:

    • Z32 - Other Special Topics - - Tourism Economics - - - Tourism and Development

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