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A kaleidoscope of tourism research:

Insights from the International Competence Network of Tourism Research and Education (ICNT)

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Edited By Michael Lück and Claire Liu

The International Competence Network of Tourism Research and Education (ICNT) covers a wide range of research expertise in the fields of tourism, hospitality and events management. ICNT’s sixth book showcases a kaleidoscope of tourism and hospitality topics, ranging from tourism education to sustainable tourism, wildlife tourism, Brexit and tourism, and to travel intermediation, tourist motivation and experiences. The book explains the way tourism and hospitality are understood in different countries around the world. Consequently, this book stimulates thought and discussion on tourist experiences and management, from the viewpoint of various stakeholders. It provides a wealth of new knowledge and will be a valuable resource for students, academics, researchers and industry members alike.

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Customer insights of sustainability and responsibility in leisure travel intermediation in Finland

Extract

Jarmo Ritalahti

Travel intermediation has changed significantly after the introduction of the Internet and electronic market places supported by it. One of the main questions is that what is the role of traditional travel intermediaries in the dynamic and information rich environment where end-users and service suppliers can connect with each other without the third party (Novak & Schwabe, 2009). According to some authors there will still be a need for traditional travel intermediaries, but they should be able to reposition themselves by providing added value to their customers, and not only acting as ticket reservation or ticketing offices (Dilts & Prough, 2002; Alamdari, 2002; Cheyne, Downes & Legg, 2005). There have been several studies to understand the future of traditional travel intermediaries with high street offices (e.g. Castillo-Manzano & López-Valpuesta, 2010), but how they can remain competitive and viable in filling the changing needs of more sophisticated customers remains a challenge.

Online shopping with sales 24/7 makes the contact with customers and travel service suppliers possible in a virtual environment, and the physical environment is not generally needed anymore. Purchases are online transactions that have also changed the consumer behavior in a radical way. Of course, the evolution has gone through similar steps than with traditional channels including the adaption, acceptance and re-purchasing, but for intermediaries, it is important to understand motives of changing from a traditional intermediary to an online actor. Some of the issues for the traditional intermediaries are related to security,...

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