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Distinguishing service delivery.

Publication: Business Travel News
Publication Date: 24-NOV-03 		Format: Online - approximately 978 words
Delivery: Immediate Online Access

Article Excerpt
Cost control continues to be king of the corporate world, but travel remains primarily a service that facilitates business, rather than a commodity. For those competing for business travel buyers' budgets, the delivery of service that meets or exceeds traveler and buyer expectations will become an increasingly significant differentiating factor as business begins to improve.

Building on previous research, BTN set out to reassess the gap between expectations and performance. What constitutes service quality is a matter of much discussion outside, as well as within, our industry, so we extended our exploration by looking at measures of service quality from non-industry service quality experts.

Reporting on buyer and supplier efforts to enhance service also augments research on services provided by travel agencies, airlines, hotels, car rental firms and payment systems providers.

Business Travel News, working with research house Phoenix Marketing International, measured the perceived importance...

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The science of service: analyzing the elements of quality assurance., November 24, 2003
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Competition across hotel price points drives service offerings., November 24, 2003

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