CIT를 適用한 旅行서비스 失敗 分析과 復舊시스템 開發

Failure Analysis of Travel Service and Development of Recovery System used by CIT

Especially in Korea, the package tour is the mainstream mode of outbound travel. Nevertheless, little studies have been done to discover the travel service failure and recovery method of the package tour. The purpose of this study is to fulfill this needs and to offer the basic data for foundation of travel service recovery system. This study conducted exploratory research to identify the service failure features of the package tour. Sample data collected from the customer's opinion using travel agencies' internet board. We used CIT(Critical Incident Technique) to analysis the features of travel service failure. After the data collection, categorization exercise was conducted 9 categories and 18 distinct sub-categories come from the critical incident data. We used the scenario method to find out the customer's reaction on service recovery system at the travel agency. At the end, we discuss about the implication of service recovery system for the travel agency and employee as like tour conductor, local tour guide.