ABSTRACT

This paper develops and tests a conceptual model to examine the effect of a perceived threat of informal actors on the business performance of formal actors. Drawing on a sample of 130 inbound tour operators, structural path analysis shows that the perceived threat of informal actors is positively associated with the formal actors’ service quality and customer acquisition efforts, which subsequently are positively associated with an increase in business performance. The perceived threat of informal actors appears to increase business performance only through its influence on service quality and customer acquisition efforts. Based on the findings, actionable recommendations are provided.

摘要

本文开发并测试了一个概念模型，以检查非正式参与者的感知威胁对正式参与者的业务绩效的影响。以 130 家入境旅游经营者为样本，结构路径分析表明，非正式参与者的感知威胁与正式参与者的服务质量和客户获取努力呈正相关，随后与业务绩效的提高呈正相关。非正式参与者的感知威胁似乎只能通过其对服务质量和客户获取工作的影响来提高业务绩效。根据调查结果，提供可操作的建议。