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.
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, Vol. 12 No. 4, pp. 60-72. https://doi.org/10.1108/13555850010764677
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