ORGANIZATIONAL HEALTH OF TRAVEL AGENCY BUSINESS

Travel & tourism has been recognized among most dynamic and customer centric industry across the world. No matter, what happens in the world at economic, social and political fronts, people tend to travel, there may be changes in choice of destinations, duration of stay, motivations but people will continue to travel. And on the same note, business units catering to the needs of travelling people and the persons working therein will always remain relevant. Though every change taking place in world environment will have an effect of the functioning of travel organizations, sometimes it may offer new opportunities, sometimes there may be new challenges, but definitely there will be some effect. Peculiar features of travel services like being intangible, heterogeneous, produced & consumed at same time, accords them a uniqueness characterized by byzantine delivery process, which remain a function of plethora of factors, some controllable, some beyond control. Travel organization employees thus become an indispensable part of their product offering. Thus it no longer remain enough that they are adequately trained to provide quality service and they are in know of what & how, rather, their perceptions with regard to their work, their compensation and their organization also becomes an equally important aspect governing the success of any travel organization in this highly competitive and sensitive industry. Organizational environment should not only focus on the business goals of profitability but also provide the employees with necessary satisfaction levels & willingness to deliver the best services in order to survive this highly competitive business where customer is the king and his satisfaction is the only pathway to survival. Organizational health, a relatively new management concept which combines psychology & management, deals with maintaining an ideal relationship between achieving organization’s business goals as well considering the employee well being at the same time. Most of the studies on organizational health have been in the realms of school education, banking or other industries/ institutions, but there was a clear lack of organizational health studies on travel and hospitality organizations. To fill this lacuna, present study was conceived to probe the current status of organizational health in case of leading travel organizations and also to study the relation of organizational health with job satisfaction and business performance with specific reference to travel organizations of National Capital Region. Present study has been divided into seven chapters. First chapter presents an overview of the tourism business at global & national level, with some prognosis on the future performance. Also an introduction has been given with regard to study area i.e. National Capital Region and Organizational Health as a concept. Second chapter deals with the research design, wherein an extensive literature survey has been followed up with defining study objectives, hypothesis(es), data collection & analysis and relevance of study. Third chapter undertakes a comprehensive study with regard to performance of tourism in National Capital Region, wherein each sub-region has been studied in details for its available tourism product and performance of tourism. Fourth chapter deals with the case studies of travel agencies incorporated in present study. Fifth chapter deals with the analysis of primary data. Based on the analysis done in previous chapter, suitable findings have been reported and recommendations along with managerial implications have been made in chapter six. Last chapter concludes the study with a brief summary followed by the limitations and pointers for further studies.