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Client satisfaction measurement in outsourcing situations

  • G. J. van der Pijl
  • F. van Haperen
  • R. Slikker
  • M. T. Smits

Abstract

Profit margins in some parts of the tourism industry are under preasure. Especially tour operators and travel agent experience profit margins between 0.5 and 3%. They try to improve their situation on the one hand by conducting high volume, standardized and more and more automated sales. On the other hand some of them try to offer more and more customer specific packages that for the major part can only be constructed by making use of computers and computernetworks that provide the necessary information and communication.

Keywords

Business Process Service Level Agreement Satisfaction Measurement Quality Aspect Client Satisfaction 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

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Copyright information

© Springer-Verlag/Wien 1996

Authors and Affiliations

  • G. J. van der Pijl
    • 1
  • F. van Haperen
    • 1
  • R. Slikker
    • 1
  • M. T. Smits
    • 1
  1. 1.Tilburg UniversityThe Netherlands

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