AN AGENT-BASED DECISION SUPPORT MODEL FOR THE DEVELOPMENT OF E-SERVICES IN THE TOURIST SECTOR
This paper regards cultural heritage as a strategic development tool for urban tourist policy. It
highlights the use of e-services as a central instrument in a competitive tourist sector. The
appropriate choice of e-services – and packages thereof – depends on the various strategic
considerations of urban stakeholders (agents) and may differ for each individual city. The paper
offers a systematic analysis framework for supporting these choices and deploys multi-criteria
analysis as a systematic evaluation methodology, in particular the Regime method. The
evaluation framework is exemplified through an application to three field cases in Europe, viz.
the cities of Amsterdam, Genoa and Leipzig. Our analysis concludes that tailor-made packages
of e-services that serve the needs of the stakeholders can be made with the help of our evaluation
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