DIRECT RESEARCH ON THE PERFORMANCE ASSESSMENT METHODS USED IN ROMANIAN TRAVEL AGENCIES IN ORDER TO EVALUATE THE TRAVEL AGENTS’ PERFORMANCE

Irina Misoc

Proceedings of the INTERNATIONAL MANAGEMENT CONFERENCE, 2018, vol. 12, issue 1, 673-682

Abstract: The purpose of this research was to point out the methods used nowadays to evaluate the Romanian travel agents’ performance. Such a research has never been conducted in the branch of Romanian travel agencies and this study represents a starting point for the specialist who are interested of the performance evaluation process in travel agencies. The representative sample was calculated and a quantitative research was conducted in order to find out the most important aspects which characterized the evaluation process of Romanian travel agent’s performance. 170 respondents participated at this study. The instrument for collecting the data was a questionnaire, which was first tested on a pilot sample composed of ten travel agency managers. The results of the research showed that the most important criteria taken into account when it comes to evaluate the performance of travel agents are: the sales volume achieved by the employees, the number of customers who purchase the travel packages, the average time for solving the customers’ demands, the number of customers who return to buy a new travel package from the same employee, the number of complaints received, the image and behavior of the employees. The direct manager and the general manager are mainly, the ones responsible of the performance assessment process. In travel agencies, the assessment of the employees’ performances happens once or twice per year. The managers are interested both on individual and team performance. As future directions it is recommended to repeat the research after one or five years to see how the performance assessment process has changed through time.

Keywords: assessment process; check list; employee performance; essay appraisal; management by objectives; performance evaluation method; travel agency; travel agent. (search for similar items in EconPapers)
Date: 2018
References: Add references at CitEc
Citations:

Downloads: (external link)
https://conference.management.ase.ro/archives/2018/pdf/4_8.pdf (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:rom:mancon:v:12:y:2018:i:1:p:673-682

Access Statistics for this article

Proceedings of the INTERNATIONAL MANAGEMENT CONFERENCE is currently edited by Ciocoiu Nadia Carmen

More articles in Proceedings of the INTERNATIONAL MANAGEMENT CONFERENCE from Faculty of Management, Academy of Economic Studies, Bucharest, Romania Contact information at EDIRC.
Bibliographic data for series maintained by Ciocoiu Nadia Carmen ().