期刊名称：Arabian Journal of Business and Management Review
电子版ISSN：2223-5833
出版年度：2017
卷号：6
期号：7
出版社：Sohar University, Oman and American University of Kuwait
摘要：T his paper examines the critical role that suppliers and services professionals play in the ability of Destination Marketing Companies (DMCs) to deliver consistent service levels. The research investigates customer satisfaction on the AmaWaterways Africa tour and the dependency of customer satisfaction on partner companies . It extracts highly skilled staff, unexpected encounters and experiences that surpass customer expectations a s critical factors t o counter service breakdown . Using questionnaires to obtain feedback fr om customers following river cruises , insights are gained into the risks of service breakdowns and mitigation of such risks so that DMCs can manage their own sustainability.
关键词：Sustainable tourism; eco ; - ; tourism; service excellence; customer service; destination ; marketing; ; service delivery; tourism value chain
