Header

UZH-Logo

Maintenance Infos

From telesales to tele-advisory services in travel agencies


Schmidt-Rauch, S; Schär, R; Schwabe, G (2010). From telesales to tele-advisory services in travel agencies. In: International Conference on Information Systems (ICIS) 2010, Saint Louis, Missouri, USA, 12 December 2010 - 15 December 2010.

Abstract

Travel agency call centers are intended to complement advisory services of the bricks-and-mortar travel agencies by providing remote advisory services. Currently, they are ill-prepared for giving such advisory services due to their limitations in several areas of their work practice. This article presents the organizational as well as information and communication-related issues in work practice that need to be addressed preparing call centers to sufficiently give advice at the phone using an Internet connection. Resulting design requirements concern trust, information quality, joint problem-solving, and user satisfaction. In order to test the derived design requirements, the TeleSmarttravel system was implemented and evaluated in a preliminary use at a real travel agency call center. Results indicate that a visually enhanced, collaboratively used advisory support system can beneficially influence the advisory for both the agent and the customer and therefore opens new opportunities for an innovative multi-channel advisory approach.

Abstract

Travel agency call centers are intended to complement advisory services of the bricks-and-mortar travel agencies by providing remote advisory services. Currently, they are ill-prepared for giving such advisory services due to their limitations in several areas of their work practice. This article presents the organizational as well as information and communication-related issues in work practice that need to be addressed preparing call centers to sufficiently give advice at the phone using an Internet connection. Resulting design requirements concern trust, information quality, joint problem-solving, and user satisfaction. In order to test the derived design requirements, the TeleSmarttravel system was implemented and evaluated in a preliminary use at a real travel agency call center. Results indicate that a visually enhanced, collaboratively used advisory support system can beneficially influence the advisory for both the agent and the customer and therefore opens new opportunities for an innovative multi-channel advisory approach.

Statistics

Citations

Downloads

368 downloads since deposited on 08 Feb 2011
28 downloads since 12 months
Detailed statistics

Additional indexing

Item Type:Conference or Workshop Item (Paper), refereed, original work
Communities & Collections:03 Faculty of Economics > Department of Informatics
Dewey Decimal Classification:000 Computer science, knowledge & systems
Language:English
Event End Date:15 December 2010
Deposited On:08 Feb 2011 16:01
Last Modified:07 Dec 2017 04:55
Other Identification Number:1480

Download

Download PDF  'From telesales to tele-advisory services in travel agencies'.
Preview
Filetype: PDF
Size: 481kB