サービス・プロフィット・チェーンから検討する伝統的旅行会社におけるリアル店舗のサービス・コンセプト

抄録

A virtuous cycle of the service profit chain is essential for the growth of the BtoC business run by traditional travel agencies in real shops. Traditional travel agencies should ensure employee satisfaction with job designs that give them comfort and allow consumers to easily visit real stores to meet their needs. Then they should put OMO into customer relationships. And they need to specialize the real shop as a consultation place for customers. Traditional travel agencies must redefine real shops as spaces where there is value that can only be presented to people.