Impact Of The Internet On Internal Service Quality Factors: The Travel Industry Case

Abstract

The growth of multichannel and pure-play companies attests to the changes that technology has brought to business processes. These changes have an effect on the quality of service delivery and customer satisfaction. In this qualitative study, the Service Quality Model was applied to gain insight into the internal service quality factors of two types of travel agencies. In addition, the impact of the Internet on quality of service was explored. The findings have theoretical and managerial implications.