Determining the critical factors affecting tour operator reputation based on stakeholders perceptions : reputation quotient approach
Other Title(s)
تحديد العوامل الهامة التي تؤثر على سمعة منظمي الرحلات طبقا لوجهة نظر الأطراف المعنية : أسلوب معامل السمعة
Joint Authors
Abd al-Hamid, Ghadah Muhammad Khayrah
Mahir, Azzah
Source
Journal of Association of Arab Universities for Tourism and Hospitality
Issue
Vol. 12, Issue 1 (30 Jun. 2015), pp.149-167, 19 p.
Publisher
Suez Canal University Faculty of Tourism and Hotels
Publication Date
2015-06-30
Country of Publication
Egypt
No. of Pages
19
Main Subjects
Economics & Business Administration
Abstract EN
In today’s highly competitive, dynamic and turbulent business environment, tour operators strive to search for ways to differentiate their offerings and build favorable relationships with company’s stalceholder groups.
Reputation is an important mean by which tour operators can maintain a sustainable competitive advantage and ensure a long tenn relationship with muUiple stakeholder groups.
A good feeling about a tour operator, its activities, workplace, past performance and future prospects by key stakeholders can lead to a positive stakeholder’s decision about the tour operators.
More favorable reputation increase organization performance and attract investors, customers and high-performance employees.
Moreover, it enhances customer and employee’s loyalty.
Thus, in order to manage corporate reputation, it is necessary to establish sound reputation measurement meclianisms, which inform tour operators of the reputation perceptions which limit or enhance their ability to attract a particular form of support from their stakeholders.
The purpose of this study is to explore the most important factors that determine the link between tour operators’ corporate reputation and stakeholders' decisions regarding cooperation in services providing or supporting the operations of a company.
In this context, hotels are chosen as the most important stakeholder in tour operator business.
In order to achieve the objectives of the study, a model is developed based on the Corporate Reputation Quotient (CRQ) approach.
This model is transformed into a questionnaire and 197 hotels’ managers have been asked through this questionnaire to identify the most important factors that lead to the creation of the tour operators’ corporate reputation.
The results determine that the "Financial Performance” factor leads to a more favorable reputation.
Moreover, concentrating on the "Vision and Leadership" factor can result in a positive perception of the company.
On the other hand, the "Emotional Appeal" and "Social Responsibility” factors do not increase the diagnostic value of the corporate reputation.
The results also show that there is a significant difference between hotels’ categories (four or five stars) in their perception of the importance of the corporate reputation factors with respect only to the “Products and Services”, “Vision and Leadership”, and “Workplace Environment”.
Finally, there is a significant difference between hotels’ gross revenue with respect only to the factors “Products and Services” and “Vision and Leadership” of tour operator reputation
American Psychological Association (APA)
Abd al-Hamid, Ghadah Muhammad Khayrah& Mahir, Azzah. 2015. Determining the critical factors affecting tour operator reputation based on stakeholders perceptions : reputation quotient approach. Journal of Association of Arab Universities for Tourism and Hospitality،Vol. 12, no. 1, pp.149-167.
https://search.emarefa.net/detail/BIM-822065
Modern Language Association (MLA)
Abd al-Hamid, Ghadah Muhammad Khayrah& Mahir, Azzah. Determining the critical factors affecting tour operator reputation based on stakeholders perceptions : reputation quotient approach. Journal of Association of Arab Universities for Tourism and Hospitality Vol. 12, no. 1 (Jun. 2015), pp.149-167.
https://search.emarefa.net/detail/BIM-822065
American Medical Association (AMA)
Abd al-Hamid, Ghadah Muhammad Khayrah& Mahir, Azzah. Determining the critical factors affecting tour operator reputation based on stakeholders perceptions : reputation quotient approach. Journal of Association of Arab Universities for Tourism and Hospitality. 2015. Vol. 12, no. 1, pp.149-167.
https://search.emarefa.net/detail/BIM-822065
Data Type
Journal Articles
Language
English
Notes
Includes bibliographical references : p. 162-167
Record ID
BIM-822065