Evaluation of customers’ satisfaction with the product or service provided, their trust in the supplier, and their commitment with the firm.
Published in Chapter:
Different Strategies for Different Crises to Rescue Micro, Small, and Medium Travel Agencies
Almudena Otegui (University of Vigo, Spain)
Copyright: © 2021
|Pages: 24
DOI: 10.4018/978-1-7998-6996-2.ch009
Abstract
This chapter approaches crisis management for micro, small, and medium-sized travel agencies. In the first place, the author sets what a crisis is, which businesses should be considered as micro, small, and medium-sized, and which crises have hit travel agencies since the 1990s. Then, the author analyzes different strategies micro, small, and medium travel agencies have used for each of the above-mentioned crises, considers different strategies that could be implemented, and provides some relevant recommendations. Further, on the frame of the last crisis due to COVID-19, the author presents strategies that have already been adopted and others that could be implemented. Finally, the author highlights some differences between this last crisis and past crises of the tourism sector in general and micro, small, and medium travel agencies in particular.