How Tour Guides' Professional Competencies Influence on Service Quality of Tour Guiding and Tourist Satisfaction: An Exploratory Research

Yi-Chien Lin, Mei-Lan Lin, Yi-Cheng Chen
2017 International Journal of Human Resource Studies  
Drawing upon the theoretical perspectives from activity competency model and prior tourism literature, this study propose a conceptual framework to explain the impacts of professional competencies on service quality and tourist satisfaction. Empirical data were gathered from a large-scale online survey with experienced GPT tourists to test the proposed hypotheses and research model. The proposed conceptual framework was validated using the partial least squares (PLS) technique. Data gathered
more » ... e. Data gathered from tourists was based on a convenience sample of 345 respondents to test the proposed plausible hypotheses. The conceptual model was validated using the partial least squares (PLS) technique. The empirical results indicate that tour guides' professional competencies significantly impact on service quality and tourist satisfaction; and tour guides' service quality positively influences tourist satisfaction.
doi:10.5296/ijhrs.v7i1.10602 fatcat:affgprll45et3ishbzze3teiqu