Tourist information center staff as knowledge brokers: The Case of Macau

Staff at tourist information centers (TIC) act as a key information source for tourists. While a number of studies have been published characterizing the role of TICs, little research has been conducted examining the exchange process, the level of information gate keeping and the role of TIC staff as knowledge brokers. This paper reports on the findings of a qualitative study of encounters between individuals assigned the role of ‘tourist’ and staff at the main information center in Macau. The study identified four conditions that affect the quality of the information exchange process. A model of the knowledge brokering process is developed to explain the nature of this interaction.

Research highlights► The role of Tourist Information Centers’ staff as knowledge brokers. ► The factors that can affect the quality of information being disseminated. ► A model of the knowledge brokering process at Tourist Information Centers.