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Purpose Information technologies are changing the service paradigm. This paper aims to provide a concise review on technology-enabled service evolution in tourism. Design/methodology/approach The paper is based on a review of relevant literature. Findings The past evolution of service delivery is summarized in three stages: service, e-service and m-service. The fourth stage of service evolution is predicted to be “a-service” with three features: service automation and human–robot interaction, artificial intelligence and big data and smart travel experience. Originality/value This paper provides a brief overview of service evolution under the impact of technology. It originally identifies the four stages of service evolution in tourism.
Xi Yu Leung (Mon,) studied this question.
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