Understanding service encounter and loyalty in Malaysian travel agencies / Nurulaini Abas and Mazlina Mahdzar

• Main Authors: Abas, Nurulaini, Mahdzar, Mazlina
• Format: Article
• Language: English
• Published: Faculty of Hotel & Tourism Management, Universiti Teknologi MARA 2024
• Subjects: Travel agencies and clubs; Customer services. Customer relations
• Online Access: https://ir.uitm.edu.my/id/eprint/97725/1/97725.pdf; https://ir.uitm.edu.my/id/eprint/97725/; https://www.jthca.org/

The primary goal of this research is to understand service encounters on customer loyalty in Malaysian Travel Agencies. It is concerned with personal interaction and physical interaction interacts with travel agencies in order to influence loyalty. Previous studies found that complaints about travel...