Technology-enabled service evolution in tourism: a perspective article

Abstract

Purpose

Information technologies are changing the service paradigm. This paper aims to provide a concise review on technology-enabled service evolution in tourism.

Design/methodology/approach

The paper is based on a review of relevant literature.

Findings

The past evolution of service delivery is summarized in three stages: service, e-service and m-service. The fourth stage of service evolution is predicted to be “a-service” with three features: service automation and human–robot interaction, artificial intelligence and big data and smart travel experience.

Originality/value

This paper provides a brief overview of service evolution under the impact of technology. It originally identifies the four stages of service evolution in tourism.

Citation

Leung, X.Y. (2020), "Technology-enabled service evolution in tourism: a perspective article", Tourism Review, Vol. 75 No. 1, pp. 279-282. https://doi.org/10.1108/TR-06-2019-0229