Communication and Knowledge in tourism services: a cultural perspective

Research output: Chapter in Book/Report/Conference proceedingChapterpeer-review


Knowing that the customers/consumers satisfaction related with touristic products is closely linked to the consumption of everything that can make them happy, and that for the Millennium generation there is a constant concern in not falling to perceive a single thing that can be experimented or known, we focused our attention on the theme of the creativity in tourist spaces and products through the transmission of information via digital communication versus personalized communication. We will reflect on the importance of communication in the quality of tourism services, inferring in our discourse the theme of authenticity, not forgetting the role of the client/consumer as a manager or multiplier producer of informative content through 2.0 technologies. Total quality of services is a way of thinking and working, with a constant focus on total customer satisfaction. Technological development has given people a power once restricted to the media. The virtual environment provides the closest and directed relationship and the client today has to be seen as a kind of co-producer in the realization of the services.
Our work is essentially based on literature review. In a perspective of strategic communication, the coordination of the binomial digital communication / personalized treatment is urgent, particularly in service companies, such as hotels, and in the tourism products, we address. We will try to understand the logic of the coexistence of varied concepts such as food to go, automatic check-in and check-out (already used in the twentieth century) with traditional service, coupled with the concepts of Cognitive Computing and communication based on shared data
Original languageEnglish
Title of host publicationSabiduria Digital para la comunicación inteligente
EditorsPérez Calle Begoña, Carmen Marta-Lazo
Place of PublicationZaragoza
Number of pages2
ISBN (Print)978-84-17270-92-6
Publication statusPublished - 2019
EventInvestigación en Comunicación e Información Digital: SABIDURÍA DIGITAL PARA LA COMUNICACIÓN INTELIGENTE - Universidad de Zaragoza, Zaragoza, Spain
Duration: 16 Oct 201918 Oct 2019


ConferenceInvestigación en Comunicación e Información Digital
Abbreviated titleCICID 2019
Internet address


  • Communication
  • Authenticity
  • Creativity


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