The Effects Of Corporate Websites Usability Of Travel Agencies On Their Technological Capabilities

Şengel, Ümit; Çevrimkaya, Mustafa; Işkin, Merve; Zengin, Burhanettin

doi:10.1080/1528008x.2021.2004570

Cited by 7 publications

(4 citation statements)

References 76 publications

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“…The significant values attributed to relational motivations emphasize the need to maintain contact with customers, which remains a critical success factor for traditional TAs (Dini et al, 2022), as well. Unlike other studies (S ¸engel et al, 2021;Oji et al, 2017) the purely economic/income motivations, although present, do not seem to play a decisive role in the choice of using social networks (Bocconcelli et al, 2017).…”

Section: Discussioncontrasting

confidence: 69%

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Exploring usage, expected benefits and perceived usefulness of social media in travel agencies: an empirical investigation in Italy

Splendiani

Dini

Rivetti

et al. 2023

TQM

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PurposeThe purpose of the present study is to investigate travel agencies' social media usage and its perceived effectiveness by small- and micro-Italian travel agencies; the pre-pandemic period is compared to the forecasts for the post-Covid-19 period and different characteristics of firms and entrepreneurs are considered. Furthermore, the study analyses the expected benefits in terms of marketing objectives, such as improving brand image and/or personalizing the offer.Design/methodology/approachThe research was developed through a questionnaire administered electronically to travel agents (282 respondents). The resulting data was analyzed by applying the McNemar test, a pairwise t-test and the multivariate analysis of variance.FindingsThe results show that social media are strategically significant for travel agents, even though their adoption is influenced by different agency aims; the perceived effectiveness results are diversified according to varying agency typologies.Research limitations/implicationsThe two main limitations of the study are its focus on the Italian context only and the missing consideration of the consumer's point of view. The latter prevents an exhaustive assessment of future trends regarding the use of social media in the client–agency relationship.Originality/valueThe study, which focuses on a little debated topic concerning the relationship between social media and SMEs, organically explores various dimensions related to the adoption of social media by small agencies, also considering the impact of the Covid-19 on the perception of travel agents. As a further element of originality, the research takes into consideration the main social platforms separately rather than the set of tools as a whole.

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Section: Discussioncontrasting

confidence: 69%

“…A number of studies have focused on the benefits in terms of promotion and (1) online sales of holiday packages (Taiminen and Karjaluoto, 2015; Oji et al ., 2017; Rambe, 2017; Albattat, 2020) and, as a consequence, of (2) increase in turnover (Şengel et al ., 2021; Oji et al ., 2017; Park and Oh, 2012).…”

Section: Literature Review and Research Objectivesmentioning

confidence: 99%

Exploring usage, expected benefits and perceived usefulness of social media in travel agencies: an empirical investigation in Italy

Splendiani

Dini

Rivetti

et al. 2023

TQM

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“…, 2007). The agencies' websites (Sengel et al. , 2021) are particularly important as they are key to improving their relationship with the customer, increasing the customer's satisfaction and intention to buy back again (Kim and In, 2013).…”

Section: Literature Reviewmentioning

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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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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“…However, one of the most important features that make the tourism industry different is that it is a people-oriented industry. The prevailing view is that technology-based developments will have a limited impact on the human factor (Şengel et al ., 2022) because the mass receiving service may prefer to receive service from a human who acts with their emotions rather than a machine or robot. Despite this information, the use of AI in services is becoming widespread and tourism is also affected by this situation.…”

Section: Literature Reviewmentioning

confidence: 99%

Intellectual structure on artificial intelligence studies in tourism and hospitality: a bibliometric analysis

Şengel,

Işkın

2024

WHATT

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PurposeThe paper aims to reveal the intellectual structure of studies on artificial intelligence (AI) in the fields of tourism and hospitality. Evaluations regarding the intellectual structure have been made based on co-author, co-word and citation.Design/methodology/approachThe study is exploratory in nature. The study, using bibliometric analysis, provides a Web of Sciences (WOS) overview. The data has been obtained from the WOS database by coding as “artificial intelligence” and “tourism” and “hospitality.” VOSviewer program has been used to obtain and analyze the data.FindingsThe findings of the research show that studies on the use of AI in tourism and hospitality have become very popular, especially in the last 4 years. The authors of the study are working in the tourism and hospitality fields and have a high h-index. Generally, in current AI studies in tourism, topics such as robot, automation, ChatGPT, technology adoption and mechanical learning are studied. It has also been determined that topics related to the future of destinations and literature reviews are also discussed.Research limitations/implicationsAlthough this paper examines all studies identified as a result of filtering, the analysis is limited to 195 studies. However, due to the widespread use of AI in tourism-related studies recently, bibliometric analysis has been made with extensive filtering. As studies on the subject become more widespread in the coming years, it would be useful to repeat similar studies by filtering with more specific quotas.Originality/valueThere are a few similar studies on the subject in the field. However, these studies need to be repeated at certain periods. This paper contributes to monitoring the literature of AI studies, which are new to use in tourism and hospitality, and to the formation of a theoretical framework on the subject.

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The Effects Of Corporate Websites Usability Of Travel Agencies On Their Technological Capabilities

Cited by 7 publications

References 76 publications

Exploring usage, expected benefits and perceived usefulness of social media in travel agencies: an empirical investigation in Italy

Exploring usage, expected benefits and perceived usefulness of social media in travel agencies: an empirical investigation in Italy

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

Intellectual structure on artificial intelligence studies in tourism and hospitality: a bibliometric analysis

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