Enhancing customer experience through technological innovation in traditional travel agencies
Evidences from Italy
Bibliographic Data
| ID | 21699718 |
|---|---|
| Authors | Tonino Pencarelli (0000-0002-7247-3689, University of Urbino), Laura Bravi (0000-0002-1733-7043, University of Urbino), Mauro Dini (0000-0002-0359-9552, University of Urbino, corresponding author), Simone Splendiani (0000-0001-5874-6508, University of Perugia) |
| Year | 2021 |
| Volume | 24 |
| Issue | 5 |
| Pages | 590-596 |
| Publication date | 2021-03-04 |
| Open Access | No |
| Type | ARTICLE |
| Venue | Current Issues in Tourism (JOURNAL) |
| Journal identifiers | ISSN: 1368-3500 • E-ISSN: 1747-7603 |
| Publisher | Informa UK Limited (PUBLISHER • GB) |
| DOI | 10.1080/13683500.2020.1734548 |
| OpenAlex | W3011518285 |
| Language | EN |
| Citations received | 4 |
| References cited | 32 |
The study focuses on the adoption of Information and Communication Technologies (ICT) by traditional Travel Agencies (TAs) in the relationship with customers during the in-store purchase process. A survey has been developed on a sample of 2000 Italian TAs – reaching 255 respondents – interviewed during 2016. It aims to investigate the TAs’ perception of strategic options to proactively deal with the change that ICT has brought about in the relationship with the customer, including the ever-increasing use of technological tools for the presentation of products and innovative technological solutions in physical store in order to facilitate customer–agency interaction. The results of the research show not only that younger TAs are more inclined to new ICT adoption, but also that the tourists still appreciate using traditional tools – like paper catalogues – during their purchase decision process. So, TAs consider digital technologies as great opportunities to enhance customer purchasing experience but the need to integrate high-tech and high-touch perspectives emerges
Business · Customer engagement · Customer needs · Customer Relationship Management · Information and Communications Technology · Perception · Purchasing · Computer Science · Consumer Retail Behavior Studies · Customer Service Quality and Loyalty · Digital Marketing and Social Media · Psychology · Marketing
A Typology of Technology‐Enhanced Tourism Experiences
An analysis of e-business adoption and its impact on relational quality in travel agency–supplier relationships
The effect of ICT on relationship enhancement and performance in tourism channels
Perceived value of the purchase of a tourism product
Using competing models to evaluate the role of environmental pressures in ecommerce adoption by small and medium sized travel agents in a developing country
| Citations per year | 0.67 |
|---|---|
| Citation span | 2020 - 2025 (6) |
| Highly cited | No |