The future of the independent travel agent: the need for strategic choice

Harris, Lisa and Duckworth, Kevin (2005) The future of the independent travel agent: the need for strategic choice Strategic Change, 14, (4), pp. 209-218. (doi:10.1002/jsc.720).


[img] PDF Kevin.pdf - Other
Download (113kB)


This paper provides a contemporary example of the disruptive impact of new technology upon industry structure, through investigation into the ongoing viability of retail travel agents in an industry where technology is a key driver of change. The Internet has provided opportunities for major travel suppliers to target customers direct, potentially circumventing the traditional distribution channel through the travel agent.
The data has been obtained from questionnaires, telephone interviews and personal experience of managing a tour operator and a travel agency, plus material from trade organizations such as ABTA. The objective was to identify potential opportunities for independent travel agents to respond to the challenges of disintermediation. The respondents provided a variety of perspectives as they included sales staff at the customer interface right through to key industry leaders.
The paper concludes from the data analysis that the independent travel agent has a future provided it makes appropriate investment in technology, works closely with niche tour operators and creates competitive differentiation by focusing on specialist markets where core assets such as staff expertise can add value to the buying process and prevent the customer from going it alone.
The research indicates that the Internet is complementing rather than replacing existing business priorities in the travel industry. While sales of dynamically packaged products through Internet technology are growing at the expense of more traditional holidays, the latter still represents a significant aspect of the overall travel business. Travel agents can potentially add value in both of these business areas.

Item Type: Article
Digital Object Identifier (DOI): doi:10.1002/jsc.720
ISSNs: 1086-1718 (print)
Subjects: H Social Sciences > HF Commerce
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Q Science > QA Mathematics > QA75 Electronic computers. Computer science
ePrint ID: 47196
Date :
Date Event
June 2005Published
Date Deposited: 03 Aug 2007
Last Modified: 16 Apr 2017 18:30
Further Information:Google Scholar

Actions (login required)

View Item View Item