Title: The virtual re-intermediation of travel services: A conceptual framework and empirical investigation
Abstract: Direct marketing has often been held out as the death knell for travel intermediaries as airlines, hotels and car rental companies communicate directly with their customers. The prospect of entering a one-to-one dialogue with customers while retaining the sales commission for themselves has seemed an undeniable attraction to service principals. However, a review of the roles of travel intermediaries leads to the proposition that talk of such ‘disintermediation’ is premature and the reverse process of ‘re-intermediation’ may be more appropriate in the travel and tourism sector. Research is reported which demonstrates the benefits of using intermediaries for a specific travel package. While traditional high-street travel intermediaries may be facing serious threats, a new breed of travel infomediary is becoming firmly established.
Publication Year: 1999
Publication Date: 1999-01-01
Language: en
Type: article
Indexed In: ['crossref']
Access and Citation
Cited By Count: 58
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