Travel agents’ attitudes towards automation and the delivery of service

Deng, S., Lawson, R. and Moutinho, L. (2000) Travel agents’ attitudes towards automation and the delivery of service. Asia Pacific Journal of Marketing and Logistics, 12(4), pp. 60-72. (doi:10.1108/13555850010764677)

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Abstract

Presents an exploratory study on travel agents’ attitudes towards automation. Surveys 167 travel agents from both Canada and New Zealand. Shows that there are four distinct groups of agents whose attitudes towards automation differ quite substantially and that these attitudes are related not so much to current use of technology but more to perceived future usage.

Item Type:Articles
Status:Published
Refereed:Yes
Glasgow Author(s) Enlighten ID:Moutinho, Professor Luiz
Authors: Deng, S., Lawson, R., and Moutinho, L.
College/School:College of Social Sciences > Adam Smith Business School > Management
Journal Name:Asia Pacific Journal of Marketing and Logistics
ISSN:1355-5855

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