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Type | Journal Article |
Scope | Discipline-based scholarship |
Title | Continuous Service: Mobile Services for Travel Counseling |
Organization Unit | |
Authors |
|
Item Subtype | Original Work |
Refereed | Yes |
Status | Published in final form |
Journal Title | Proceedings of Ninth International Conference on Mobile Business |
Publisher | IEEE Computer Society |
Geographical Reach | international |
Page Range | 133 - 140 |
Date | 2010 |
Abstract Text | In this paper we describe a first investigation of continuous service for travel agencies that addresses an often neglected service part of a travel customer cycle: the trip itself. In a user-centred design process, we have developed a service and a system prototype to test our proposed design goals and system design, as well as the service in a realistic environment. We propose a three-level design consisting of an organizational, a user and a system level. As both the customer and agent participants indicate a high appreciation of the service and the system, both the implementation of live support on a trip and the motivational design of the prototype can be fruitful design solutions in developing new services providing continuous service provision in tourism. |
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