<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>2218-3620</journal-id>
<journal-title><![CDATA[Revista Universidad y Sociedad]]></journal-title>
<abbrev-journal-title><![CDATA[Universidad y Sociedad]]></abbrev-journal-title>
<issn>2218-3620</issn>
<publisher>
<publisher-name><![CDATA[Editorial "Universo Sur"]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S2218-36202024000100163</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Las agencias de viajes presenciales españolas y su proyección futura: la perspectiva de los consumidores]]></article-title>
<article-title xml:lang="en"><![CDATA[Spanish brick-and-mortar and their future projectiion: the consumers&#8217; perspective]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Rodríguez Pallas]]></surname>
<given-names><![CDATA[Ángel]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad de La Coruña  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>España</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>02</month>
<year>2024</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>02</month>
<year>2024</year>
</pub-date>
<volume>16</volume>
<numero>1</numero>
<fpage>163</fpage>
<lpage>173</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://scielo.sld.cu/scielo.php?script=sci_arttext&amp;pid=S2218-36202024000100163&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://scielo.sld.cu/scielo.php?script=sci_abstract&amp;pid=S2218-36202024000100163&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://scielo.sld.cu/scielo.php?script=sci_pdf&amp;pid=S2218-36202024000100163&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[RESUMEN Se aborda la proyección futura de las agencias de viajes presenciales considerando la perspectiva de usuarios de agencias online y presenciales. Los objetivos consistieron en averiguar si las agencias presenciales están tecnológicamente preparadas para atender las solicitudes de los consumidores online, averiguar la valoración de la experiencia que los consumidores de agencias de viajes otorgan al canal virtual y al presencial y determinar el futuro de las agencias presenciales en España. Revisada la literatura se desarrolló una metodología cuantitativa aplicando un cuestionario a consumidores de agencias de viajes que en 2019 hubiesen comprado en una agencia de España al menos un producto y/o servicio. Analizadas las 879 respuestas obtenidas con IBM SPSS se concluye que las agencias presenciales deberían considerar todos los canales de venta existentes para no verse desplazadas; desarrollando estrategias omnicanal. Respecto a la valoración de la experiencia de compra; el trato cercano, el asesoramiento y la comodidad y seguridad que las agencias presenciales brindan resultan decisivos, sin considerar el coste económico. Pese a que la agencia virtual es el canal de reservas más empleado; las agencias de viajes presenciales tienen proyección futura, si implementan tecnología para especializarse y permanecer próximas a los nuevos perfiles de consumidores.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[ABSTRACT The future projection of brick-and-mortar travel agencies is addressed based on the perspective of both online and traditional travel agency users. The study aimed to investigate if traditional agencies are technologically prepared to meet the requests of online consumers, finding out how travel agency consumers value their shopping experience both for the virtual and face-to-face channels and to determine the future of traditional agencies in Spain. After the literature review, a quantitative survey was conducted, and 879 survey forms were collected from travel agency consumers who during 2019 had purchased at least one product and/or service using a travel agency in Spain. After performing statistical data analysis using IBM SPSS; it is concluded that brick-and-mortar agencies should consider all existing sales channels so as not to be displaced and should develop omnichannel strategies. Regarding the evaluation of the consumer's shopping experience; the personalized treatment, the advice and the degree of comfort and security that traditional agencies provide are decisive; without considering the economic cost. Although OTA booking has become the most used booking channel; brick-and-mortar travel agencies have a future projection if they implement technology, specializing in niche markets to meet new consumer profiles.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[Agencias de viajes presenciales, Agencias de viajes online, Futuro, Consumidor]]></kwd>
<kwd lng="es"><![CDATA[Intermediación turística]]></kwd>
<kwd lng="en"><![CDATA[Brick-and-mortar travel agencies]]></kwd>
<kwd lng="en"><![CDATA[Online travel agencies, Future, Customer, Tourism intermediation]]></kwd>
</kwd-group>
</article-meta>
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