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Travel agents’ attitudes towards automation and the delivery of service

Shengliang Deng (University of Saskatchewan)
Rob Lawson (Otago University)
Luiz Moutinho (University of Glasgow)

Asia Pacific Journal of Marketing and Logistics

ISSN: 1355-5855

Article publication date: 1 December 2000

1372

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.

Keywords

Citation

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

Publisher

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MCB UP Ltd

Copyright © 2000, MCB UP Limited

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