Study On Internal Service And Quality Management Of Travel Agency

This paper regards the internal service and quality management inside travel agency.Firstly,redefines the relevent concepts in the internal service theories,through drawing lessons from the service theories from the west.And then take the service-profit chain concept model put forward by James.L.Heskett as the foundation.With the travel agency service blueprint ,builds a comprehensive internal service system.And through the internal service commitment to the system for the travel agency to provide a practical approach to improve internal service. In view of the disadvantage of Chinese cultural factors,proposes the standardization of quality control as a useful supplement to the travel agency's internal quality management .In the evaluation of quality,adopts Internal SERVQUAL scale put forward by Hallowell.Therefore,a case study ,with the internal service quality state of Guangzhou H travel agency.Based on the analysis of results of the investigation and application of IPA(Importance-Performance Analysis),it can find the disadvantages and advantages as recommendations for improvement.