Designing tourism services in an era of information overload
Modern technologies enable consumers to receive more information than ever before. The access to (and even overload of) information has changed the ways by which desirable customer service ratings are achieved at tourism destinations. This chapter details how information access has diminished the role of tangible or physical aspects of a tourism experience in the formulations of visitors' customer service evaluations. Second, this chapter discusses how modern information overload has increased the importance of inserting script deviations in the tourist's experience in order to achieve top-rate customer service evaluations.
Magnini, V. (2017)., Designing tourism services in an era of information overload, in D. R. Fesenmaier & Z. Xiang (eds.), Design science in tourism, Dordrecht, Springer, pp. 161-172.
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