IDEAS home Printed from https://ideas.repec.org/a/sae/toueco/v18y2012i2p295-310.html
   My bibliography  Save this article

Assessing Travel Business Partners Using the Critical Incident Technique and the Analytic Hierarchy Process

Author

Listed:
  • Wen-Yu Chen

    (Department of Tourism Industry, Chinese Culture University, 55 Hwa-Kang Road, Yang-Ming-Shan, Taipei, Taiwan 11114, ROC)

  • Chia-Yuan Hsu

    (Department of Food and Beverage Management, Yuanpei University, 306 Yuanpei Street, HsinChu 30015, Taiwan, ROC)

Abstract

This study is concerned with the evaluation of the service quality performance of the business partners of small and medium-sized travel agencies. Assessment dimensions and criteria were collected from 36 senior travel managers using the critical incident technique (CIT) and from 56 general managers at different travel agencies using the analytic hierarchy process (AHP) to calculate overall weights and priorities for each criterion. The research results indicated that ‘timely information’, ‘the particularity of the scenic spot’ and ‘vehicle quality’ were the three primary evaluation criteria. The results are intended to assist foreign tour operators in improving their service quality and performance and, moreover, to provide small and medium-sized Chinese travel agencies with objective evaluation criteria for choosing the most appropriate business partners.

Suggested Citation

  • Wen-Yu Chen & Chia-Yuan Hsu, 2012. "Assessing Travel Business Partners Using the Critical Incident Technique and the Analytic Hierarchy Process," Tourism Economics, , vol. 18(2), pages 295-310, April.
    • Handle: RePEc:sae:toueco:v:18:y:2012:i:2:p:295-310
    DOI: 10.5367/te.2012.0114
    as

    Download full text from publisher

    File URL: https://journals.sagepub.com/doi/10.5367/te.2012.0114
    Download Restriction: no
    File URL: https://libkey.io/10.5367/te.2012.0114?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Lai, Vincent S. & Wong, Bo K. & Cheung, Waiman, 2002. "Group decision making in a multiple criteria environment: A case using the AHP in software selection," European Journal of Operational Research, Elsevier, vol. 137(1), pages 134-144, February.
    2. Ho, William, 2008. "Integrated analytic hierarchy process and its applications - A literature review," European Journal of Operational Research, Elsevier, vol. 186(1), pages 211-228, April.
    3. Yoram Wind & Thomas L. Saaty, 1980. "Marketing Applications of the Analytic Hierarchy Process," Management Science, INFORMS, vol. 26(7), pages 641-658, July.
    4. Dumazel, R. & Humphreys, I., 1999. "Travel agent monitoring and management," Journal of Air Transport Management, Elsevier, vol. 5(2), pages 63-72.
    5. Saaty, Thomas L., 1990. "How to make a decision: The analytic hierarchy process," European Journal of Operational Research, Elsevier, vol. 48(1), pages 9-26, September.
    6. Gao, Tao & Sirgy, M. Joseph & Bird, Monroe M., 2005. "Reducing buyer decision-making uncertainty in organizational purchasing: can supplier trust, commitment, and dependence help?," Journal of Business Research, Elsevier, vol. 58(4), pages 397-405, April.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Vijay Pereira & Umesh Bamel, 2023. "Charting the managerial and theoretical evolutionary path of AHP using thematic and systematic review: a decadal (2012–2021) study," Annals of Operations Research, Springer, vol. 326(2), pages 635-651, July.
    2. Ilaria Durosini & Stefano Triberti & Lucrezia Savioni & Gabriella Pravettoni, 2021. "In the eye of a quiet storm: A critical incident study on the quarantine experience during the coronavirus pandemic," PLOS ONE, Public Library of Science, vol. 16(2), pages 1-17, February.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Madjid Tavana & Mariya Sodenkamp & Leena Suhl, 2010. "A soft multi-criteria decision analysis model with application to the European Union enlargement," Annals of Operations Research, Springer, vol. 181(1), pages 393-421, December.
    2. Wenshuai Wu & Gang Kou, 2016. "A group consensus model for evaluating real estate investment alternatives," Financial Innovation, Springer;Southwestern University of Finance and Economics, vol. 2(1), pages 1-10, December.
    3. Lin, Ming-Ian & Lee, Yuan-Duen & Ho, Tsai-Neng, 2011. "Applying integrated DEA/AHP to evaluate the economic performance of local governments in China," European Journal of Operational Research, Elsevier, vol. 209(2), pages 129-140, March.
    4. M. M. Yagoub & Aishah A. Alsereidi & Elfadil A. Mohamed & Punitha Periyasamy & Reem Alameri & Salama Aldarmaki & Yaqein Alhashmi, 2020. "Newspapers as a validation proxy for GIS modeling in Fujairah, United Arab Emirates: identifying flood-prone areas," Natural Hazards: Journal of the International Society for the Prevention and Mitigation of Natural Hazards, Springer;International Society for the Prevention and Mitigation of Natural Hazards, vol. 104(1), pages 111-141, October.
    5. S Taghipour & D Banjevic & A K S Jardine, 2011. "Prioritization of medical equipment for maintenance decisions," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 62(9), pages 1666-1687, September.
    6. Ouesleti, Bilel & Costa-Font, Montserrat & Kallas, Zein & Chema Gil, Jose Maria, 2015. "Determinant Factors Affecting The Point of Purchase Selection: valuation and Perceptions," 2015 Conference, August 9-14, 2015, Milan, Italy 212603, International Association of Agricultural Economists.
    7. Eylem Acar & Gulcan Karpuz Enucuk, 2022. "Using The Analytic Hierarchy Process For Store Manager Selection: A Real Case Study," EKOIST Journal of Econometrics and Statistics, Istanbul University, Faculty of Economics, vol. 0(36), pages 63-76, June.
    8. Nermin Kişi, 2019. "A Strategic Approach to Sustainable Tourism Development Using the A’WOT Hybrid Method: A Case Study of Zonguldak, Turkey," Sustainability, MDPI, vol. 11(4), pages 1-19, February.
    9. V. Srinivasan & G. Shainesh & Anand K. Sharma, 2015. "An approach to prioritize customer-based, cost-effective service enhancements," The Service Industries Journal, Taylor & Francis Journals, vol. 35(14), pages 747-762, October.
    10. Kik, M.C. & Claassen, G.D.H. & Meuwissen, M.P.M. & Smit, A.B. & Saatkamp, H.W., 2021. "Actor analysis for sustainable soil management – A case study from the Netherlands," Land Use Policy, Elsevier, vol. 107(C).
    11. Choudhary, Devendra & Shankar, Ravi, 2012. "An STEEP-fuzzy AHP-TOPSIS framework for evaluation and selection of thermal power plant location: A case study from India," Energy, Elsevier, vol. 42(1), pages 510-521.
    12. Karami, Ezatollah, 2006. "Appropriateness of farmers' adoption of irrigation methods: The application of the AHP model," Agricultural Systems, Elsevier, vol. 87(1), pages 101-119, January.
    13. Alpana Agarwal & Divina Raghav, 2023. "Analysing Determinants of Employee Performance Based on Reverse Mentoring and Employer Branding Using Analytic Hierarchical Process," Management and Labour Studies, XLRI Jamshedpur, School of Business Management & Human Resources, vol. 48(3), pages 343-358, August.
    14. Villacreses, Geovanna & Gaona, Gabriel & Martínez-Gómez, Javier & Jijón, Diego Juan, 2017. "Wind farms suitability location using geographical information system (GIS), based on multi-criteria decision making (MCDM) methods: The case of continental Ecuador," Renewable Energy, Elsevier, vol. 109(C), pages 275-286.
    15. Andre Bender & Allan Din & Philippe Favarger & Martin Hoesli & Janne Laakso, 1997. "An Analysis of Perceptions Concerning the Environmental Quality of Housing in Geneva," Urban Studies, Urban Studies Journal Limited, vol. 34(3), pages 503-513, March.
    16. Fabio Blanco-Mesa & Anna M. Gil-Lafuente & José M. Merigó, 2018. "Subjective stakeholder dynamics relationships treatment: a methodological approach using fuzzy decision-making," Computational and Mathematical Organization Theory, Springer, vol. 24(4), pages 441-472, December.
    17. Prabhat Kumar & Puneet Tandon, 2019. "A paradigm for customer-driven product design approach using extended axiomatic design," Journal of Intelligent Manufacturing, Springer, vol. 30(2), pages 589-603, February.
    18. M Tavana & M A Sodenkamp, 2010. "A fuzzy multi-criteria decision analysis model for advanced technology assessment at Kennedy Space Center," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 61(10), pages 1459-1470, October.
    19. Dang, Shuo & Chu, Liangyong, 2016. "Evaluation framework and verification for sustainable container management as reusable packaging," Journal of Business Research, Elsevier, vol. 69(5), pages 1949-1955.
    20. Zhu, Bin & Xu, Zeshui & Zhang, Ren & Hong, Mei, 2016. "Hesitant analytic hierarchy process," European Journal of Operational Research, Elsevier, vol. 250(2), pages 602-614.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:sae:toueco:v:18:y:2012:i:2:p:295-310. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: SAGE Publications (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.