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

Cora U.I. Wong, Robert Douglas McKercher

Research output: Journal article publicationJournal articleAcademic researchpeer-review

31 Citations (Scopus)


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.
Original languageEnglish
Pages (from-to)481-498
Number of pages18
JournalAnnals of Tourism Research
Issue number2
Publication statusPublished - 1 Apr 2011


  • Information gatekeeper
  • Knowledge broker
  • Macau
  • Tourist experience
  • Tourist information centers

ASJC Scopus subject areas

  • Development
  • Tourism, Leisure and Hospitality Management


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