ANEC (European consumer voice in standardisation) has published a European report on consumer experience and complaints, in which the services of tourism providers are analysed. The outcomes of the report provide a strong view on problems related to the relationship between providers and customers.
The e-Jobs Observatory takes into account most of the problems raised by the ANEC report. These are reflected in the e-Jobs Roles Profiles for e-Tourism and the soon-to-come Training Guidelines.
More information about the Anec survey.