Il cliente nell’agenzia viaggi

Abstract

In the contemporary world of tourism, a new type of tourist is replacing the traditional one. People have different values and lifestyles, higher degrees of independence and significant experience of travelling. In such a context, even the seemingly simple purchase of a package tour from a travel agency takes on new features. This project intends to verify empirically customer behaviour within travel agencies, with the aim of testing some assumptions in the decision-making process of the tourist and applying service management tools. In particular, we intend to identify critical key quality factors and evaluate customer time management in travel agencies.