Customer Relationship in Tourism Industry - 13879 Words

School of sustainable development of society and technology EFO703 Bachelor thesis in Business Administration Business Administration, basic level-300, 15 ESTC-points Supervisor: Angelina Sundstrà ¶m Và ¤sterà ¥s, 2010-06-04 Customer Relationship in Tourism Industry --- A case study of Swedish travel agency Group 2546: Yanfei Yan Jie Yang Abstract Title: Customer Relationship in Tourism Industry – A case study on a Swedish Seminar date: 4th of June, 2010 Level: Bachelor thesis in Business Administration, Basic level 300, 15 ECTS Authors: Yanfei Yan, Jie Yang Supervisor: Angelina Sundtrà ¶m marketing mix, service quality, customer satisfaction, customer retention. travel agency, Resia. Subject terms: travel agency, customer relationship†¦show more content†¦5 2.1.2 Choice of organizations ................................................................................................ 6 2.2 Motivation of Theories...................................................................................................... 6 2.3 Interviews ............................................................................................................................ 7 2.3.1 Choice of respondents ................................................................................................... 7 2.3.2 Interview process ........................................................................................................... 8 2.4 Analyzing the Empirical Data ........................................................................................... 9 2.5 Credibility of the Research ............................................................................................. 10 Chapter 3. Theoretical framework ................................................................................ 11 3.1 The Nature of Service ...................................................................................................... 11 3.1.1 The Service Marketing Mix (The 7 P’s) ....................................................................... 11 3.1.2 Service QualityShow MoreRelatedMarketing Practices And Communication Management992 Words   |  4 Pagescommunication technology (ICT) are considered as one of the most significant background factors of IMC. (Kitchen et al, 2004. Gurau, 2008. Kliatchko, 2009). According to advanced technology solutions, IMC programs are able to capture precise data on customers. This means that database management is of crucial importance for the IMC approach. (Kliatchko, 2005). 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