Conception of tour operator and its service quality
Among the service industries, tourism is especially significant in terms of its sensitivity to quality issues, impact on national economies, and recent expansion (Atilgan et al, 2003). Service quality in this industry is one of the most important factors, which determines the success and expansion of the business.In tourism industry, tour operators are is one of the principal actors, having huge direct impact on the performance quality factors. However, sometimes it becomes hard for the customer to distinguish one tour operator's products from another.Service quality can be named as the exceptional competitive advantage,determining customer's future decisions and business's future success. Atilgan et al.(2003) defines tour operator as the principal service provider who is responsible for delivering and/or contracting and monitoring the promised service mix, including all arrangements such as flights, transportation, accommodation,excursions, guidance etc. throughout the service delivering period .