Realizing the importance of the service, the researchers around the world have focused on this area since the early 1980s (Grönroos, 1984). In Vietnam, the income of consumers increasingly improved, the demand for tourism and thereby increased. There are many tour companies established for the purpose of organizing advice to customers wishing to travel within and outside the country in major cities such as Ho Chi Minh City, Da Nang and Hanoi ... At Ho Chi Minh City has the largest travel companies like VIETRAVEL, Saigon Tourist ...
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