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DC FieldValueLanguage
dc.contributorSchool of Hotel and Tourism Managementen_US
dc.creatorTormey III, Joseph L.-
dc.identifier.urihttps://theses.lib.polyu.edu.hk/handle/200/7335-
dc.languageEnglishen_US
dc.publisherHong Kong Polytechnic University-
dc.rightsAll rights reserveden_US
dc.titleChina group travel to the USA : a case study of service perceptions & issues from inbound tour leaders' perspectivesen_US
dcterms.abstractChina 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.en_US
dcterms.extentix, 198 p. : ill. ; 30 cm.en_US
dcterms.isPartOfPolyU Electronic Thesesen_US
dcterms.issued2013en_US
dcterms.educationalLevelAll Doctorateen_US
dcterms.educationalLevelDHTMen_US
dcterms.LCSHTourists -- China.en_US
dcterms.LCSHConsumer satisfaction -- China.en_US
dcterms.LCSHTravel agents -- China -- Management.en_US
dcterms.LCSHHong Kong Polytechnic University -- Dissertationsen_US
dcterms.accessRightsrestricted accessen_US

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Please use this identifier to cite or link to this item: https://theses.lib.polyu.edu.hk/handle/200/7335