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Journal of Travel Research
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Workflow Management Applied to Information Systems in Tourism

José L. Caro

School of Tourism at Málaga University and School of Tourism and Databases in the Department of Computer Science Studies

Antonio Guevara

School of Tourism at Málaga University and Department of Computer Science

Andrés Aguayo

School of Tourism and Operating Systems in the Department of Computer Science at Málaga University

Sergio Gálvez

School of Tourism and Programming Technology in the Computer Science Studies at Málaga University

Nowadays, Workflow Management offers many advantages to the tourism industry due to the high degree of competition existing in this field and the need to quickly develop new products, offers, and services. This need for flexibility cannot be achieved without improving the processes involved in the information systems. Workflow technology facilitates this constant evolution, providing modeling methodologies and software to support all the processes taking place in a given company. This article studies the application of such technologies to businesses belonging to the tourism sector and focuses on the improvement of information systems to obtain higher customer satisfaction. To achieve this objective, a modeling methodology oriented toward customer satisfaction is presented. This is applied to the set of information systems involved in making a trip by plane and more specifically to aspects such as booking from intermediary companies and the information systems used by airline companies in airports.

Journal of Travel Research, Vol. 39, No. 2, 220-226 (2000)
DOI: 10.1177/004728750003900212
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