How will the future of service look like when technique takes over an even greater part of the service encounter (e.g. booking and check-in, individual tailor-made home-pages, guided tours for download, GPS…)? Where can money and manpower be saved? When will the traveler/guest ask for personal service and what will the expectations be? As consumers increasingly suffer from time pressure, the role of service changes.
In this report we focus on some central questions:
- When is the traveler/guest willing to pay for services and when not?When and to whom is service a Unique Selling Proposition (when do travelers/guests choose a destination/agent because it delivers good service and when does he/she focus on the
- What service aspects could possibly be requested in the future that are not offered today?
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