International Journal of Tourism and Travel

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Re-Examination of Job Experience on Service Quality


Affiliations
1 Graduate School of Business Administration, Da Yeh University, Taiwan, Province of China
2 Department of Hotel Management of College of Service Industries, Ming-Hsin University of Science and Technology, Taiwan, Province of China
     

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Travel agencies believe that experience can effectively upgrade the service quality and list it as a key item in the qualifications for the perspective employees. This research questions this assumption - the correlation between job experience and service quality, because of no empirical evidence. The tour guides, office worker and the customers were required to answer the questionnaires. As indicated in the results, the travel agencies' assumption is not necessarily valid. This research also suggested that KASO's-- Knowledge, Ability, Skill and Other factors such as personality-- and motives are critical elements regarding the employees' service quality. This research falsifies the assumption of the practices.

Keywords

Travel Agencies, Tour Guides, Office Worker, Experience, Service Quality.
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  • Re-Examination of Job Experience on Service Quality

Abstract Views: 237  |  PDF Views: 0

Authors

An-Tien Hsieh
Graduate School of Business Administration, Da Yeh University, Taiwan, Province of China
Chien-Wen Tsai
Department of Hotel Management of College of Service Industries, Ming-Hsin University of Science and Technology, Taiwan, Province of China

Abstract


Travel agencies believe that experience can effectively upgrade the service quality and list it as a key item in the qualifications for the perspective employees. This research questions this assumption - the correlation between job experience and service quality, because of no empirical evidence. The tour guides, office worker and the customers were required to answer the questionnaires. As indicated in the results, the travel agencies' assumption is not necessarily valid. This research also suggested that KASO's-- Knowledge, Ability, Skill and Other factors such as personality-- and motives are critical elements regarding the employees' service quality. This research falsifies the assumption of the practices.

Keywords


Travel Agencies, Tour Guides, Office Worker, Experience, Service Quality.