Service Quality Assessment of Travel Agency O2O Model Based on Improved Evidence Theory

Shi, Pingping; Hu, Yang

doi:10.1080/1528008x.2020.1712305

Cited by 4 publications

(6 citation statements)

References 23 publications

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“…A fourth group of studies focuses on the multi-channel strategies of TAs (online and offline) and on the impact that such mixed strategies can have on the customer experience (Shi and Hu, 2020;Brun et al, 2020;Rajaobelina, 2018). The peculiarity of the services provided by TAs requires the ability to provide experiencesboth in the physical store and onlinethrough the use of ICT (Brun et al, 2020).…”

Section: Literature Review 21 Information and Communication Technolog...mentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

“…However, a number of studies hypothesise the rise of hybrid models able to exploit the competitive factors of travel agencies (TAs) and new technologies, at the same time (Sharma et al. , 2020; Shi and Hu, 2020; Brun et al. , 2020).…”

Section: Introductionmentioning

confidence: 99%

“…Therefore, it becomes paramount for TAs to not only adapt their retail approaches to new market trends, by combining their historical strengths with the new possibilities offered by technology (Sharma et al, 2020;Shi and Hu, 2020;Brun et al, 2020;Barnett and Standing, 2001), but also to offer an effective strategic response to the power wielded by big online players (Kumar et al, 2021;Kim et al, 2020). Until a few decades ago, the travel catalogue was the only tool traditional agencies could use to interact with the customer (Novak and Schwabe, 2009;€ Ozturan and Roney, 2004), but nowadays, the challenge is to integrate sales channels through ICT tools and physical layouts that will increase the customer's value experience and loyalty Rossato and Castellani, 2020;Mahrous and Hassan, 2017;Lai, 2014).…”

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

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 Review 21 Information and Communication Technolog...mentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

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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Service quality determinants in historic centers: analysis of user generated content from the perspective of the TOURQUAL protocol

Souza-Neto

Mondo

Cerdán

et al. 2022

Journal of Quality Assurance in Hospitality & Tourism

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The present study aims to explore the service quality determinants in historic centres (HC) by applying a user-generated content analysis with indicators of the TOURQUAL protocol for evaluating the quality of tourist services as the theoretical basis. We analyse 7,849 reviews from 9 HC (5 Brazilians and 4 Portuguese), from January 2019 to September 2020, available on TripAdvisor and Google Maps platforms. The findings demonstrate that the dimensions of technical quality, experience, and environment are the most identified among the reviews. Additionally, we noticed a lack of use of Unesco titles as marketing strategy. The research proposes a model of importance for dimensions of quality of service in historic centres that enables managers to improve the quality of tourist services.

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Defining online to offline (O2O): a systematic approach to defining an emerging business model

Lee

Feiyu

Chau

2022

INTR

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PurposeA new business model online to offline (O2O) has emerged in recent years. Similar to many new models at an early stage, O2O has inconsistent definitions which not only inhibit its adoption but also poorly differentiate O2O from other existing business models. To resolve the two issues, the authors propose an approach of definition development.Design/methodology/approachTo show the usefulness of the approach, the authors demonstrate the differences among O2O and other business models with the use of the distinctive definition and thereby evaluate adoption of O2O from a practical perspective and identify research directions from a theoretical perspective based on the differences.FindingsThe authors' proposed approach of definition development integrates the work of Tatarkiewicz (1980) and Nickerson et al. (2013). The approach generates a distinctive definition of O2O with important analytical dimensions which help decision-making of adoption of O2O.Originality/valueThe paper aims to make several contributions. First, on theoretical contribution, the authors confine the scope of O2O studies and facilitate accumulation of more coherent knowledge of O2O. The authors help O2O evolve from a “buzz word” of successful stories in real businesses to a more serious concept from an academic perspective. Second, from a practical perspective, the authors' definition provides business executives with critical evaluative dimensions for gauging the adoption of O2O. Lastly, from a methodological perspective, the proposed approach can be used in future to define an emerging concept in real life businesses.

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Service Quality Assessment of Travel Agency O2O Model Based on Improved Evidence Theory

Cited by 4 publications

References 23 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

Service quality determinants in historic centers: analysis of user generated content from the perspective of the TOURQUAL protocol

Defining online to offline (O2O): a systematic approach to defining an emerging business model

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