The Concierge. Tradition, Obsolescence and Innovation in Tourism
Keywords:Global Tourism, Concierge, Innovation, Obsolescence, Outsourcing, Hospitality Industry, Global Competition
AbstractIn the hotel industry the concierge is a key role placed at the customer-supplier interface, managing some of the most important service encounters in the guest’s hospitality experience. The paper discusses the impact of new technologies that challenge, but also contribute to reshape, the importance of this role. The outsourcing trend is another threat to the traditional concierge, which is made possible in the new scenario. A new balance between technological and human factors may emerge out of the complex transformation process that the hospitality industry is presently undergoing.
How to Cite
The authors retain all rights to the original work without any restrictions.
License for Published Contents
You are free to copy, distribute and transmit the work, and to adapt the work. You must attribute the work in the manner specified by the author or licensor (but not in any way that suggests that they endorse you or your use of the work).
License for Metadata
Symphonya published articles metadata are dedicated to the public domain by waiving all publisher's rights to the work worldwide under copyright law, including all related and neighboring rights, to the extent allowed by law.
You can copy, modify, distribute and perform the work, even for commercial purposes, all without asking permission.