Customer service in travel agencies: a perspective of virtual hospitality after a pandemic crisis

Customer service in travel agencies: a perspective of virtual hospitality after a pandemic crisis (2025)

Authors:
- Mazzola, Enrico Cardoso
- Braga, Debora Cordeiro
Autor USP: BRAGA, DEBORA CORDEIRO - ECA
Unidade: ECA
DOI: 10.1079/9781800624979.0010
Subjects: AGÊNCIAS DE TURISMO; TURISMO DE LUXO; SERVIÇO AO CLIENTE; HOSPITALIDADE; PANDEMIAS; COVID-19
Language: Inglês
Abstract: The tourism sector is crucial to the global economy, with agencies and operators acting as essential intermediaries. This chapter explores how these agencies adapted their services during and after the COVID-19 pandemic, focusing on virtual hospitality. The research analysed a luxury tourism operator with offices in three Brazilian capitals, using an exploratory approach and semi-structured interviews with 15 customer service employees. Four main themes were identified: information and communication technology, training and adaptations, customer relationships and virtual hospitality. The analysis showed a significant transformation in the service model, with consumers seeking more agility and less face-to-face contact. The findings indicate that agencies must adjust their strategies to improve employee well-being and industry resilience, aligning with current market trend
Imprenta:
- Publisher: CAB International
- Publisher place: Boston
- Date published: 2025
Source:
- Título: Building human capital in tourism and hospitality: perspectives from theory and practice

Informações sobre o DOI: 10.1079/9781800624979.0010 (Fonte: oaDOI API)

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ABNT

MAZZOLA, Enrico Cardoso e BRAGA, Debora Cordeiro. Customer service in travel agencies: a perspective of virtual hospitality after a pandemic crisis. Building human capital in tourism and hospitality: perspectives from theory and practice. Tradução . Boston: CAB International, 2025. . Disponível em: https://doi.org/10.1079/9781800624979.0010. Acesso em: 19 fev. 2026.
APA

Mazzola, E. C., & Braga, D. C. (2025). Customer service in travel agencies: a perspective of virtual hospitality after a pandemic crisis. In Building human capital in tourism and hospitality: perspectives from theory and practice. Boston: CAB International. doi:10.1079/9781800624979.0010
NLM

Mazzola EC, Braga DC. Customer service in travel agencies: a perspective of virtual hospitality after a pandemic crisis [Internet]. In: Building human capital in tourism and hospitality: perspectives from theory and practice. Boston: CAB International; 2025. [citado 2026 fev. 19 ] Available from: https://doi.org/10.1079/9781800624979.0010
Vancouver

Mazzola EC, Braga DC. Customer service in travel agencies: a perspective of virtual hospitality after a pandemic crisis [Internet]. In: Building human capital in tourism and hospitality: perspectives from theory and practice. Boston: CAB International; 2025. [citado 2026 fev. 19 ] Available from: https://doi.org/10.1079/9781800624979.0010