Oktadiana, Hera, and Pearce, Philip L. (2020) Losing touch: uncomfortable encounters with tourism technology. Journal of Hospitality and Tourism Management, 42. pp. 266-276.

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Abstract

Close analysis of the user-based difficulties with tourism technology are infrequent. The present autoethnographic account of strategically selected cases seeks firstly, to understand tourist technology user difficulties and secondly, to develop managerial directions for maintaining quality holiday experiences. Four strategically selected cases were studied: a high tech apartment in Vienna, the main metro system in Madrid, a theme park in the Netherlands, and tourist transport options in Innsbruck. The researchers uncovered multiple annoying and uncomfortable facets of technology design. Supportive on-line commentaries confirmed specific problems such as the need to have internet access, language difficulties, and scheduling advice. The lack of touch in the touristtechnology interfaces generated a sense amongst users of being out of touch. Reflexive consideration of the method used in the study, as well as the study findings, generated recommendations directed at thoroughly trialling installations for a range of users, improving supplementary instructions and always having some accessible personnel.

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