Cristian Valentin HAPENCIUC, Pavel STANCIU, Mihai COSTEA


Being on a positive trend and addressing to a market that is less willing to compromise, the tourism industry develops a highly complex content, represented by various organizations and services, having as a main objective meeting the expectations of consumers of tourism services and reporting to the challenges of contemporary dynamics generated by the emergence of new information technologies. To respond effectively to these issues, tourism requires among other things a modern HR management. For travel agencies, human resources are the main asset of the company that serves to implement the entity's objectives. The most important qualities of the travel agent are polite attitude, promptness, sagacity and firmness. However, the ability to display with celerity their own capabilities - intellectual, psycho-motivational and persuasive - represents the quintessence of the travel agent profession. When we refer to these features, in the universal tourism language we talk about SAP concept: Speed, Accuracy, Politeness. Therefore, the major objective of this study aims to assess the employees of travel agencies from Suceava County in terms of SAP components using three different methods of qualitative research: Mystery Shopping, Mystery Calling and Mystery Emailing.


SAP; Human Resources; Travel agent; Mystery Shopping; Mystery Calling; Mystery Emailing


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