• Naume Maroinoski Faculty of tourism and hospitality, Ohrid
  • Ivanka Nestoroska Faculty of tourism and hospitality, Ohrid


The changes in tourist agencies’ operations within the digital era have a completely new and positive character towards providing greater accessibility to tourists.  With such changes, they retained the ways they run their business operations, but those ways also received new physiognomy. They follow altered requirements for services and the scope of spatial diversification of tourism products. Also, increased scope and quality of promotional activities for tourism products and specific travel arrangements have become an important issue. The research shows that there is improvement in different segments in tourist agencies’ operation, determination of the degree of attractiveness of tourist values and assessment of the quality of delivered tourism services. This indicates that contemporary digital trends have essential character not only for travel agencies, but for tourists as well.


Download data is not yet available.


Bethapudi, A. (2013). The role of ICT in tourism industry. Journal of applied economics and business, Vol. 1, No. 4, 67-79.

Bowie, D., Chang, J.C. (2005). Tourist satisfaction: A view from a mixed International guided package tour. Journal of Vacation Marketing, Vol. 11, No. 4, 303-322.

Buhalis, D., Schertler, W. (1999). Information and Communication Technologies in Tourism, Springer, Wien.

Buhalis, D., Licata, M.C. (2002). The future of e Tourism intermediaries. Tourism management, Vol. 23, No. 3, 207-220.

Chiappa, G. (2013). The Internet versus travel agencies: The perception of different groups of Italian online buyers. Journal of Vacation Marketing, Vol. 19, No. 1, 55-66.

Dolnicar, S., Laesser, C. (2007). Travel Agency Marketing Strategy: Insights from Switzerland. Journal of Travel Research, Vol. 46, No. 2, 133-146.

Fesenmaier, D., Klein, S., Buhalis, D. (2000). Information and Communication Technologies in Tourism, Springer, Wien.

French, T. (1998). The future of Global Distribution Systems. Travel and Tourism Analyst, No. 3, 1-17.

Hawkins, D.E. Leventhal, M., Oden, W. L. (1996). The Virtual Tourism Environment. Utilisation of Information Technology to Enhance Strategic Travel Marketing. Progress in Tourism and Hospitality Research, Vol. 2, No. 3-4, 223-238.

Kärcher, K. (1997). Reinventing the package holiday business: new information and telecommunications technologies, Deutscher Universitats Verlag, Gabler, Germany.

Kim, S-J. (2013). The Casual Relationships among Tour Product Selection Criteria, Travel Decision-making, and evaluating of Travel Agencies. Tourism & Hospitality, Vol. 2, No. 3, 118.

Ku, E.C.S., Fan, Y.W. (2009). The decision making in selecting online travel agencies: an application of analytic hierarchy process. Journal of Travel & Tourism Marketing, Vol. 26, No. 5-6, 482–493.

Suárez Álvarez, L., Díaz Martín, A. M., Casielles, R.V. (2007). Relationship Marketing and Information and Communication Technologies Analysis of Retail Travel Agencies. Journal of Travel Research, Vol. 45, No. 4, 453-463.

Lee, S.J., Jeon, S.I., Kim, D.Y. (2011). The impact of tour quality and tourist satisfaction on tourist loyalty: The case of Chinese tourists in Korea. Tourism Management, Vol. 32, No. 5, 1115–1124.

Lewis, I., Semeijn, J., Talalayevsky, A. (1998). The Impact of Information Technology on Travel Agents. Transportation Journal, Vol. 37, No. 4, 20–25.

Marinoski, N. (2003), Travel agencies, Faculty of tourism and hospitality, Ohrid.

Nestoroska, I. (1999), Employment structure in Macedonian travel agencies. International conference: Tourist industry and education in tourism beyond new millennium, Varna, Bulgaria.

Nestoroska, I. (2006), International tourism, Faculty of tourism and hospitality, Ohrid.

Ministry of Economy of Republic of Macedonia - Sector for tourism and hospitality (2017). Register of travel agencies in Republic of Macedonia published for the period 2011-2015.

Olmstead, L. (2012). Why You Need A Travel Agent, Part 1. Forbes. (26 February 2018)

Poon, A. (1993). Tourism, Technology and Competitive Strategies. Oxford: CAB International.

Rensburg von, M.J. (2014). Relevance of travel agencies in the digital age. African Journal of Hospitality, Tourism and Leisure, Vol. 3, No. 2, 1-9.

Tsang, N.K.F., Lai, M.T.H., Law, R. (2010). Measuring E-Service Quality for Online Travel Agencies. Journal of Travel & Tourism Marketing, Vol. 27, No. 3, 306- 323.

Wang, S., Cheung, W. (2004). E-Business Adoption by Travel Agencies: Prime Candidates for Mobile E-Business. International Journal of Electronic Commerce, Vol. 8, No. 3, 43–63.

Wolfe, K., Hsu, C., Kang, S.K. (2004). Buyer characteristics among users of various travel intermediaries. Journal of Travel & Tourism Marketing, Vol. 17, No. 2–3, 50-62.

Zolkiewski, J., Littler, D. (2004). Future Business Relationship: Traditional, Electronic, Virtual or Hybrid?”. Telematics and Informatics, Vol. 21, No. 2, 183–196.

How to Cite
Maroinoski, N., & Nestoroska, I. (2018). CHANGES IN TOURIST AGENCIES’ OPERATIONS TOWARDS CONTEMPORARY DIGITAL TRENDS. Tourism International Scientific Conference Vrnjačka Banja - TISC, 3(1), 308-323. Retrieved from