Travel Agent’s Category (A) Tour Leader’s Behavior in Selling Excursions and its Effect on Tourist’s Loyalty and Repeat the Visit with the Same Travel Agent: A Case Study Travel Agents’ Category (A) in Hurghada City | ||||
| Journal of Association of Arab Universities for Tourism and Hospitality | ||||
| Article 17, Volume 19, Issue 3, December 2020, Page 342-365 PDF (989.5 K) | ||||
| Document Type: Original Article | ||||
| DOI: 10.21608/jaauth.2020.30987.1015 | ||||
 View on SCiNiTO | ||||
| Authors | ||||
Fares Madany  1; Shimaa Elbanaa2
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| 1Excursion manager in sky max holidays Hurghada | ||||
| 2Tourism studies Department, Higher Institute Tourism Management in new Damietta | ||||
| Abstract | ||||
| The tourism industry and its various activities, such as optional trips, is one of the most important sources of income, as it is also an important source of commissions for workers in the tourism companies' sector, category (A) of sales commissions for the excursion. Reference to the internal and external competitions that the Egyptian market is going through. There is no doubt that the excursion plays an essential role in the competition between companies, so the sales departments are putting pressure on the tour leaders to achieve the highest possible profit from the excursion's sales. This sometimes leads to the use of some pressure on tourists by the group leaders, leading to the tourists' dissatisfaction or unwillingness to deal with the company again. Here comes the importance of this study to clarify the tour leader's behavior and determine the extent of the tourist's satisfaction from disloyalty and repeat the experience with The same company, which leads to a great loss for the company. Therefore, it became clear through the study that some of the group leader's wrong behaviors follow in selling excursions with tourists, the most important of which is providing inaccurate information about the trip and giving false promises. Therefore, the study recommends the necessity to emphasize the selection of the leaders of the tour groups and their evaluation and training them well on the skills of presentation and negotiation Selling and how to communicate the information clearly, analyses the comments of tourists, and solve their problems, which in turn enables the company to maintain the loyalty of its customers and repeat the visit and recommend to others. | ||||
| Keywords | ||||
| Tour leader; excursion; tourist satisfaction; employee behaviors | ||||
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