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Tour leaders and their importance in charter tours

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References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter2,003 cited
1975Situational Variables and Consumer Behavior1,645 cited
1987Predictability and Personalization in the Service Encounter1,135 cited
1985The Service encounter : managing employee/customer interaction in service businesses503 cited
1991Satisfaction measurement in guided tours255 cited
1990Characteristics of package tours in Europe181 cited
1981Sales force management: Planning, implementation, and control119 cited

Cited by

2011A short-form measure for assessment of emotional intelligence for tour guides: Development and evaluation60 cited
2015Volunteers as tour guides: a stakeholder–agency theory case study12 cited

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