This document discusses the role of technology in tourism services. It notes that service interactions have increasingly moved from human to machine interactions, with technology substituting for employee labor to reduce costs. An example given is automated teller machines (ATMs) replacing bank tellers. The document also discusses emerging technologies like near-field communication (NFC) chips that allow contactless mobile payments. Finally, the document provides an animation that shows the evolution of self-service options in industries like airlines, restaurants, movie theaters, and gambling - moving from fully human interactions to options with less human contact or interactions conducted entirely online.

1. Technology In Tourism
Services
TOPIC
Jl IKPN Bintaro No 1, Pesanggrahan,
Tanah Kusir, Jakarta, Special Capital
Region of Jakarta 12330, Indonesia
Five roles of
technology in the
service encounter

2. Topic 5 Technology In Tourism Service
i
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Service has migrated from human interaction to substitution of machines for service
employees or, where feasible, to anywhere-anytime electronic service. The subtitution
of technology for employee labor achieved cost savings. For example,the introduction
of ATMs by banks a quarter century ago saved teller cost but also provided customers
with place-and-time convenience. Retailers are anxiously waiting a new technology
called near-field communication (NFC) chip, which stores credit card information in
mobile devices allowing customers to use those in state of cards to make purchases. The
technology would help retailers keep track of customer spending habits and advertise
specialoffers.Customersgaintheconveniencethatfrequentpurcashes(e.g,personalized
latte at starbucks)can be ordered and paid for without joining the waiting line, thereby
speeding service.
A Five roles of technology in the service encounter
ANIMATION-VIDEO: Examples of Self-Service Evolution in tourism industry.
Evolution of Self-Service in tourism industry
1.Service Industry 2.Human Contact 3.Machine assisted 4.Internet Facilitated
1.1 Airlines 2.1Ticket agent 3.1 Check-in kiosk 4.1 Print boarding pass
1.2 Restaurants 2.2 Wait person 3.2 Vending
machine
4.2 Online
order/delivery
1.3 Movie theater 2.3 Ticket sale 3.3 Kiosk ticketing 4.3 Pay-for-view
1.4 Gambling 2.4 Poker dealer 3.4 Computer
poker
4.4 Online poker

3. ii
Topic 5 Technology In Tourism Service
Technology In
Tourism Services