How can a travel agency network survive in the wake of digitalization? Evidence from the Robintur case study

Capriello, Antonella; Riboldazzi, Sabina

doi:10.1080/13683500.2019.1590321

Cited by 19 publications

(9 citation statements)

References 11 publications

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“…Similar benefits can be obtained with TA installations (Sanchez et al. , 2006) or with reconfigured store layouts, which facilitate the sales process by providing a better experience for both agents and customers (Capriello and Riboldazzi, 2019). The customer becomes the main actor in the purchase process set up by the supplier.…”

Section: Literature Reviewmentioning

confidence: 90%

“…In-store technological tools such as customer engagement technologies (CETs) and ICT equipment play a decisive role in increasing customers' perception of quality and their satisfaction; these tools also improve personal interaction and outcome (Suarez Alvarez et al, 2007;Caro and Garcia, 2008;Viljoen and Roberts-Lombard, 2016). Similar benefits can be obtained with TA installations (Sanchez et al, 2006) or with reconfigured store layouts, which facilitate the sales process by providing a better experience for both agents and customers (Capriello and Riboldazzi, 2019). The customer becomes the main actor in the purchase process set up by the supplier.…”

Section: In-store Technological Tools and Customer Experiencementioning

confidence: 99%

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In-store technologies to improve customer experience and interaction: an exploratory investigation in Italian travel agencies

Dini

Splendiani

Bravi

et al. 2022

TQM

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PurposeThis paper aims to deepen understanding of the role played by new technological tools used in customer–travel agency (TA) interactions by analysing the TA owner/managers' perceptions, pre- and post-Covid-19, regarding the effectiveness of in-store traditional and innovative tools.Design/methodology/approachThis exploratory study is based on a questionnaire-based survey conducted among Italian TAs and distributed via email from September 2020 to January 2021.FindingsThe study highlights how, even among TAs, the role of in-store technology is gradually taking on greater importance, and it delves into the specific business and socio-demographic factors that seem to cause differences among agencies.Research limitations/implicationsThe study focuses on the Italian context, which does not allow for any generalisations. Furthermore, it is only the travel agent perspective that is observed and not the consumer's.Originality/valueIn addition to helping to bridge the literature gap, this study on in-store technologies focuses on the TAs sector, where human resources and human relationships play a decisive role in customer experience and interaction. The paper investigates the travel agents' point of view regarding the introduction of new in-store technologies; it also highlights their growing adoption and use, overall, despite the travel catalogue still remaining the main tool for interacting with customers. The study also shows how the advent of Covid-19 has increased travel agents' propensity to use digital technologies.

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Section: Literature Reviewmentioning

confidence: 90%

Section: In-store Technological Tools and Customer Experiencementioning

confidence: 99%

In-store technologies to improve customer experience and interaction: an exploratory investigation in Italian travel agencies

Dini

Splendiani

Bravi

et al. 2022

TQM

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show abstract

“…The ability to adapt and use new and innovative technologies is important in the tourism industry in the context of changing market conditions and exogenous shocks that can help companies to understand demand-side trends and enhance corporate value to varying degrees [25]. Destinations, tourism organizations, tour operators, hospitality businesses, theme parks, museums, event organizers, and other tourism-related businesses are increasingly streamlining their operations by integrating big data with other forms of technology to enable them to better engage with travelers, be more competitive, and increase their revenues [26,27]. One of the more applied aspects of big data technology is to add value to the customer experience, as value creation in tourism is closely linked to the visitor experience.…”

Section: The Moderating Role Of Big Data Technologymentioning

confidence: 99%

A Study on the Impact of Dynamic Visitor Demand on the Digital Transformation of Enterprises—Considerations Based on the Regional Innovation Environment and the Level of Big Data

Liu²,

Zhang³

2022

Sustainability

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To explore the impact of dynamic changes in tourist demand on the digital transformation of tourism enterprises, this paper starts with demand-side changes, environmental influences, and technical support, based on theories of supply and demand equilibrium, regional innovation environment, technology gaps, and comparative advantage, and conducts a multiple regression analysis using a two-way fixed effects model on data from China’s Shanghai, Shenzhen and New Third Board-listed tourism companies, as well as 31 provincial administrative regions. The study found that dynamic changes in tourist demand significantly impacted the digital transformation of tourism enterprises. In addition, the regional innovation environment and the level of big data also contributed positively to the relationship between tourist demand and the digital transformation of enterprises. For regions with different tourism resource endowments, there is heterogeneity in the impact of dynamic changes in tourist demand on the digital transformation of enterprises. Finally, recommendations for practitioners regarding the digital transformation of enterprises are provided based on this. We suggest that enterprises should pay attention to the changing needs of travelers. They should also consider the regional innovation environment and the level of big data as key resources to facilitate transformation. This will help accelerate digital transformation in tourism.

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“…The internet has changed the value chain of tourism creation, commercialisation, distribution and consumption (Capriello and Riboldazzi, 2019; Gretzel et al , 2000), allowing tourists access to reliable, accurate information and to make real-time reservations, thus improving service quality and increasing customer satisfaction. In the digital era, tourists are more independent and sophisticated and can use a wide range of tools to plan their travel (Soava, 2015).…”

Section: Literature Review: Digital Era Digital Skills and Tourismmentioning

confidence: 99%

Digital skills in tourism. A study from the Next Tourism Generation (NTG) Alliance

Zaragoza‐Sáez

Marco‐Lajara

Úbeda‐García

2021

MBE

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Purpose This paper aims to identify the gap existing between the current and future needs regarding digital skills, as well as the training needs for the 2030 horizon in Spanish tourism organisations belonging to five subsectors (accommodation, food and beverage, destination management, visitor attractions and travel agents and tour operators). Design/methodology/approach A mixed research methodology, which combined qualitative and quantitative approaches, served as the basis for this research work. Qualitative research took place between April 2018 and March 2019 and went through three stages: desk research, focus groups and interviews. Quantitative research developed from January to June 2019 by means of an online administered survey (Qualtrics). In total, 139 Spanish tourism organisations participated. Findings Tourism organisations analysed consider that digital skills are still an unresolved issue. Employees are willing to operate in environments where technology has an increasingly leading role. However, organisations believe that there remains a lot to be done until employees have, both at present and by the year 2030, a suitable level of digital skills enabling them to operate in the tourism subsectors analysed. Originality/value This study is framed within the European project called Next Tourism Generation (NTG), which involves 14 partners from eight countries. The findings obtained will help to develop a Europe Blueprint Strategy for digital skills within the tourism and hospitality sector, to provide employees, employers, entrepreneurs, teachers, trainers and students with a set of core digital skills represented in a skills matrix.

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How can a travel agency network survive in the wake of digitalization? Evidence from the Robintur case study

Cited by 19 publications

References 11 publications

In-store technologies to improve customer experience and interaction: an exploratory investigation in Italian travel agencies

In-store technologies to improve customer experience and interaction: an exploratory investigation in Italian travel agencies

A Study on the Impact of Dynamic Visitor Demand on the Digital Transformation of Enterprises—Considerations Based on the Regional Innovation Environment and the Level of Big Data

Digital skills in tourism. A study from the Next Tourism Generation (NTG) Alliance

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