Please use this identifier to cite or link to this item: http://hdl.handle.net/10553/52472
Title: Designing tourist information offices: The role of the human factor
Authors: Araña, Jorge E. 
Léon, Carmelo J. 
Carballo, María M.
Moreno Gil, Sergio 
UNESCO Clasification: 531290 Economía sectorial: turismo
Keywords: Discrete choice experiments
Human factor
Market segmentation
Tourist information offices
Visitors’ preferences
Issue Date: 2016
Journal: Journal of Travel Research 
Abstract: Rapid technological change is leading to the introduction of new ways of providing services in the tourism industry. However, the human factor is also key in providing satisfaction to visitors. This article evaluates the preferences of visitors for different service designs at tourist information offices (TIOs). The methodology used is discrete choice experiments. Results show that visitors place higher values on information services received through personal interaction than through automated processes based on new technology. The implication is that the personal interaction continues to be an important element in the design of TIOs, but that new technology may increase the quality of the provision of services and visitor satisfaction. The methodology employed also allows us to identify different visitors’ segments based on their preferences for TIO services.
URI: http://hdl.handle.net/10553/52472
ISSN: 0047-2875
DOI: 10.1177/0047287515587113
Source: Journal of Travel Research[ISSN 0047-2875],v. 55, p. 764-773
Appears in Collections:Artículos
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