Informatics Publishing Limited

Deepak Raj Gupta ¹, Poonam Sharma ¹

Affiliations
1 SHTM, University of Jammu-180006., IN

Abstract

Service encounters are critical in all service industries; India's dynamic aviation market is of no exception. There is fierce competition among airlines and 'customer satisfaction' is the only mantra to survive in this competitive market. The present study aims to identify, classify and analyze the type of service failures encountered by airline passengers during travel in domestic sectors of India with the help of critical incident technique. Hundred critical incidents were collected from 100 respondents out of which 95 are dissatisfied service encounters. From these 95 incidents, twenty-six service failures were derived which again classified into groups and category of type of incident outcome given by Bitner et al, 1990. The study focuses only on negative critical incidents in the relations between the airline companies and passengers.

Keywords

Service Encounter, Critical Incident Technique, Indian Aviation Industry

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Deepak Raj Gupta ¹, Zubair Ahmad Dada ¹

Affiliations
1 Department of Tourism & Travel Management, Central University of Jammu, Jammu, Jammu & Kashmir, IN

Abstract

As a global agent of communication, cultural tourism must position itself as an agent of sustainable development, applying itself to the core values of public education, respect for differences, authenticity of projects, and protection of heritage. Many writers have written about important political dimensions of tourism on a range of topics. However, it is being recognized that the political nature of this massive global industry, at both macro and micro political levels, is under acknowledged. Tourism as an international system of exchange displays particular tensions around the interface between space and experience that reaches into the conceptual heart of globalization. The global structural realities of tourism are very much framed by the idea of the nation state and have their ischolar_mains in the modern political geographies and nation-building agendas of the late 19th, and the first decades of the 20th century. Despite growing interest in the notion of regionalism whereby the region acts as the focal point for 'culture building and identification', it is the idea of the nation that still holds primacy in the metanarratives of international tourism. Each nation, no matter what their position in any notional global political league table, promotes tourism as an actual and potential source of external revenue, a marker of political status that draws upon cultural capital, and as a means to legitimize itself as a territorial entity. The paper provides some degree of context for the concept of cultural tourism and explores the ways in which culture(s) is/are mobilized for tourists and read by tourists within particular settings. In utilizing the term cultural tourism we are explicitly acknowledging both the cultural nature of, and the role of, tourism as a process and set of practices that revolve around the behavioural pragmatics of societies, and the learning and transmission of meanings through symbols and embodied through objects.

Keywords

Conceptual Transformations, Cultural Tourism, Cultural Resourcefulness, National Cultural Projection.

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Deepak Raj Gupta ¹, Poonam Sharma ¹

Affiliations
1 Department of Tourism and Travel Management, School of Business Studies, Central University of Jammu, Jammu & Kashmir, IN

Abstract

Since airline industry is a prime service industry and interaction of service providers and service seekers is dominant which increases the chances of service failures in each step of service delivery process. Service failures are unpreventable in the core service delivery system and consumer complaints are like keys to identify the failures in the services of an organization. Behavioural intentions of complainants can be voice, private and third party (Singh, 1988). The present study aims to examine the airline passenger's complaint behaviour intentions. This study also examines the effect of demographic variables on consumer complaint intentions. The results of descriptive statistics and t-test shows that complainants are dominantly engaged in voice actions and there is no significant difference between the voice, private and third party intentions of complainants and non-complainants.

Keywords

Service Failure, Consumer Complaint Behaviour.

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Anil Gupta ¹, Deepak Raj Gupta ¹, Neelika Arora ¹

Affiliations
1 Department of Tourism, Jammu University, Jammu, IN

Abstract

Understanding tourist risk perception is an emerging research area in tourism literature and tourism cannot develop in places that are considered dangerous. Safety and physical security are the primary conditions for normal tourism development. With the increase of terrorism incidents in India, especially 26/11 Mumbai attack, there is a growing perception that it is risky to travel within India which possibly causes travel anxiety among the travellers. This study investigates 11 different risk perceptions and its impact on travel anxiety, perception of travel safety and its impact on intentions to travel. Data is collected using a structured questionnaire from domestic leisure&business travellers and is analyzed using structural equation modelling (SEM). The path analysis results indicate that 11 dimensions are significantly related to risk perception. Risk perception positively influences travel anxiety but has no impact on travel safety. Further findings indicate that both travel safety and travel anxiety are significant predictors of intentions to travel. Key Words: Travel risk perception, safety and security, path analysis.

Keywords

Travel Risk Perception, Safety and Security, Path Analysis.

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