Technology-enabled service evolution in tourism: a perspective article

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.