China group travel to the USA : a case study of service perceptions & issues from inbound tour leaders' perspectives

Pao Yue-kong Library Electronic Theses Database

China group travel to the USA : a case study of service perceptions & issues from inbound tour leaders' perspectives

 

Author: Tormey III, Joseph L.
Title: China group travel to the USA : a case study of service perceptions & issues from inbound tour leaders' perspectives
Degree: DHTM
Year: 2013
Subject: Tourists -- China.
Consumer satisfaction -- China.
Travel agents -- China -- Management.
Hong Kong Polytechnic University -- Dissertations
Department: School of Hotel and Tourism Management
Pages: ix, 198 p. : ill. ; 30 cm.
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b2673132
URI: http://theses.lib.polyu.edu.hk/handle/200/7335
Abstract: China outbound tourism, particularly the business of group package tours, has grown considerably in the past several years and so too have a range of issues regarding the quality of service and experience of Chinese travelers on the inbound side. Poor service has been a re-occurring theme based on previous studies and anecdotal evidence over the past several years, and there have been many instances where inferiority of tourism products have been delivered across multiple destinations in Southeast Asia and Australia. To date, little research has been conducted in the United States examining service and none have examined perceptions and issues from the inbound tour leaders' perspective. This is an empirical and descriptive case study that seeks to investigate the quality of service and experience of Mainland Chinese on group package tours to the USA, a relatively recent long-haul destination. The findings from this study, extrapolated through a grounded theory approach, posit a service quality paradigm based on the categories of communication, price, information, and culture. The results suggest that these four categories relate to influencing tourists' perceptions of service quality, and the practical implications are that tour operators who best understand this significance will be able to deliver a higher degree of service quality and customer satisfaction.

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