Abstract
This study explored the impact of travel agency employees’rapport-building behaviors on customers’trust and long-term relationship orientation. In order to verify this, a total of 208 surveys were collected from tourists who had a consulting experience with employees at travel agencies before. By examining prior research, the rapport-building behaviors were classified into four factors; uncommonly attentive behavior, courteous attitude, connecting behavior, information-sharing behavior. As a result of study, uncommonly attentive behavior and informationsharing behavior positively influenced customers’trust and long-term relationship orientation. Connecting behavior had no influence on trust while courteous attitude showed no effect on long-term relationship orientation. This study also confirmed that trust played a mediating variable between uncommonly attentive behavior, information-sharing behavior and long-term relationship orientation. Based on these results, several managerial implications and suggestions were discussed,
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
