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Service Processes In Electronic Travel Services: A Summary

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Electronic commerce has been rapidly expanding and has been in a short time made available to the consumer via the Internet and the World Wide Web. In addition to physical goods, services are increasingly offered through the Internet. Electronic services have already changed whole industries, such as banking, changing the economies behind services offered by streamlining the business and service processes. This study analyzes the travel industry as an example of services widely available in the Internet, as well as provides a general summary of development of travel-related services in the Internet. Some of the routine service processes, such as sale of airline tickets, can be more efficiently offered through networks, whereas more complex and customized business tourism services will rely on combination of service personnel and net-based services. The focus of the analysis is on the services processes producing the service offering. Automation and self-service in tourism services will have a profound impact on the performance of service processes, number of staff, and competencies of personnel.

Keywords: Key words: Electronic commerce; T; Travel services

Document Type: Research Article


Affiliations: Electronic Commerce Institute, Helsinki School of Economics, Runeberginkatu 14-16, FI-00100 Helsinki, Finland

Publication date: 2001-03-01

More about this publication?
  • Information Technology & Tourism is the first scientific journal dealing with the exciting relationship between information technology and tourism. Information and communication systems embedded in a global net have profound influence on the tourism and travel industry. Reservation systems, distributed multimedia systems, highly mobile working places, electronic markets, and the dominant position of tourism applications in the Internet are noticeable results of this development. And the tourism industry poses several challenges to the IT field and its methodologies.
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