Abstract
Restructuring in the tourism industry and distribution channels produced by development of online channels influence travel agents who perceive service cannibalisation. Sales agents' perceptions of declining sales lead to a series of consequences regarding risk-aversion, job insecurity, job satisfaction, job alienation, and travel agent effort and training. This study tests a model that analyses sales agents' perceptions of service cannibalisation and their consequences. It examines moderation by type of travel organisation (i.e., independent travel agencies and consortia/franchises) on service cannibalisation by sales agents and each of their consequences. Results suggest travel agents' perceptions of service cannibalisation correlate with some consequences for travel agents, and disparities in these relationships according to type of travel agency. This study provides recommendations to retail travel agencies to help them overcome negative effects of multi-channel distribution systems on sales agents.
Published Version
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
