Corporate travel procurement: the client/agent relationship

Authors: Connon, Neil; Thyne, Maree; Deans, Kenneth R.

Source: Journal of Customer Behaviour, Volume 6, Number 1, March 2007 , pp. 93-108(16)

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Abstract:

This research analyses the relationship between corporate travel agents and business clients. It assesses predictions 10 yeas ago that suggested corporate travel would predominantly be purchased online. Previous research has primarily focused on the leisure travel market and the effect of the Internet on the supply chain, whilst ignoring the specifics of the business to business (b2b) relationship and also ignoring the impact that network theory may have on these relationships. Through a survey of 139 businesses, factor analysis identified three main areas of perceived advantages for the travel agent (Expertise, Costs, and Added Extras) and two for the Internet (Functionality and Quick and Easy). The findings and recommendations from this paper are linked to network theory to assist the corporate travel agent in identifying strategies for utilising their strengths as a competitive advantage over Internet travel procurement.

Keywords: CORPORATE TRAVEL AGENT; BUSINESS TRAVEL; FACTOR ANALYSIS; NETWORK THEORY

Document Type: Research article

DOI: http://dx.doi.org/10.1362/147539207X198392

Publication date: 2007-03-01

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The Journal of Customer Behaviour is concerned equally with individual, household and organisational buyer behaviour.
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