The effect of trust on quality in the culturally diverse tourism industry
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The effect of trust on quality in the culturally diverse tourism industry. / Bouncken, Ricarda B.
In: Journal of Quality Assurance in Hospitality and Tourism, Vol. 1, No. 3, 01.09.2000, p. 85-104.Research output: Journal contributions › Journal articles › Research › peer-review
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TY - JOUR
T1 - The effect of trust on quality in the culturally diverse tourism industry
AU - Bouncken, Ricarda B.
PY - 2000/9/1
Y1 - 2000/9/1
N2 - Tourism can be interpreted as a system of different companies, which are often situated in different regional, geographical, political, economic and cultural backgrounds. Because of the tense interaction between customers and employees in tourism firms, understanding of the system plays a significant role to establish a high service quality. Furthermore customers have to offer trust to tourism firms, since the tourism product is characterized by high intangibility before consumption. Additionally trust building is hampered due to the diversity of people in tourism and the different firms in tourism, which have to cooperate. This paper analyzes trust building in tourism and presents strategies to improve trust. © 2000 Taylor & Francis Group, LLC.
AB - Tourism can be interpreted as a system of different companies, which are often situated in different regional, geographical, political, economic and cultural backgrounds. Because of the tense interaction between customers and employees in tourism firms, understanding of the system plays a significant role to establish a high service quality. Furthermore customers have to offer trust to tourism firms, since the tourism product is characterized by high intangibility before consumption. Additionally trust building is hampered due to the diversity of people in tourism and the different firms in tourism, which have to cooperate. This paper analyzes trust building in tourism and presents strategies to improve trust. © 2000 Taylor & Francis Group, LLC.
KW - General management
KW - Quality management
KW - Tourism
KW - Trust
KW - Tourism studies
UR - http://www.scopus.com/inward/record.url?scp=84890224418&partnerID=8YFLogxK
UR - https://www.mendeley.com/catalogue/5435f5d1-41f1-3470-8eb9-a52f3c724492/
U2 - 10.1300/J162v01n03_05
DO - 10.1300/J162v01n03_05
M3 - Journal articles
AN - SCOPUS:84890224418
VL - 1
SP - 85
EP - 104
JO - Journal of Quality Assurance in Hospitality and Tourism
JF - Journal of Quality Assurance in Hospitality and Tourism
SN - 1528-008X
IS - 3
ER -