Electronic Commerce Customer Relationship Management: An Assessment of Research
International Journal of Electronic Commerce
Tourism and Travel Electronic Commerce in China
Electronic Markets
| Hi-index | 0.01 |
The WWW coupled with Business Process Re-Engineering (BPR) has the potential to radically change the nature of the Travel Agent's business. Hence, travel agents would be less dependent on the wholesale suppliers they are currently tied to. In addition, a model of Web technology diffusion is used to determine the pattern of technology adoption in travel agencies. Our survey of travel agencies found that a large percentage were either not using the WWW or had no plans to do so. Those that used the WWW had introduced the technology without much planning, especially at enterprise level. Because of the lack of planning the potential of Web based electronic commerce is not being realised and businesses are not being re-engineered. The future for many travel agents is under threat because of competition from on-line travel agents and from customers using the Internet to book travel arrangements in a do-it- yourself manner.