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An analysis of e-business adoption and its impact on relational quality in travel agency–supplier relationships

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  • Andreu, Luisa
  • Aldás, Joaquín
  • Bigné, J. Enrique
  • Mattila, Anna S.

Abstract

This study analyzes how managers of retail travel agencies perceive the antecedents and consequences of adopting e-business in their supplier relationships. A comprehensive model integrating its antecedents and relational effects is developed and empirically tested using SEM. The study surveyed 101 travel agents in Spain. Research findings indicate that customer pressure has a strong influence on e-communication practices. E-communication with the travel agency's supplier and the pressure exerted by the sector are the main antecedents for e-procurement. Effects of e-business on relational quality are contradictory. E-procurement influences negatively on trust. Conversely, e-communication has a positive impact on trust, thus having a favorable impact on perceived reciprocity and travel agent's commitment to its supplier. Main findings indicate that the use of the Internet is largely driven by normative pressures, and this coercive power has a detrimental impact on trust. To avoid such negative consequences, perceived reciprocity is a prerequisite for committed supplier relationships.

Suggested Citation

  • Andreu, Luisa & Aldás, Joaquín & Bigné, J. Enrique & Mattila, Anna S., 2010. "An analysis of e-business adoption and its impact on relational quality in travel agency–supplier relationships," Tourism Management, Elsevier, vol. 31(6), pages 777-787.
    • Handle: RePEc:eee:touman:v:31:y:2010:i:6:p:777-787
    DOI: 10.1016/j.tourman.2009.08.004
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    References listed on IDEAS

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    Cited by:

    1. Aashish Argade & Arnab Kumar Laha & Anand Kumar Jaiswal, 2022. "Electronic marketplaces under conditions of oligopsony and relational marketing – an empirical exploration of electronic agricultural markets in India," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(3), pages 1541-1554, September.
    2. Holma, Anne-Maria & Bask, Anu & Kauppi, Katri, 2015. "Ensuring corporate travel compliance – Control vs. commitment strategies," Tourism Management, Elsevier, vol. 51(C), pages 60-74.
    3. Temperini, Valerio & Gregori, Gian Luca & Pizzichini, Lucia, 2019. "E-learning as a marketing tool for Tour Operators. The ‘Go Academy’ case study," MPRA Paper 94075, University Library of Munich, Germany.
    4. Llach, Josep & Marimon, Frederic & Alonso-Almeida, María del Mar & Bernardo, Merce, 2013. "Determinants of online booking loyalties for the purchasing of airline tickets," Tourism Management, Elsevier, vol. 35(C), pages 23-31.
    5. Khaled Saleh Al Omoush & Raed M. Al-Qirem & Zaid M. Al Hawatmah, 0. "The degree of e-business entrepreneurship and long-term sustainability: an institutional perspective," Information Systems and e-Business Management, Springer, vol. 0, pages 1-28.
    6. Reine A. TFAILY, 2018. "E-Tourism and the Competitiveness of Tourism Products in the Context of the Global Tourism and Travel Industry Market," REVISTA DE MANAGEMENT COMPARAT INTERNATIONAL/REVIEW OF INTERNATIONAL COMPARATIVE MANAGEMENT, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 19(2), pages 187-195, May.
    7. Mohita Maggon & Harish Chaudhry, 2018. "Exploring Relationships Between Customer Satisfaction and Customer Attitude from Customer Relationship Management Viewpoint: An Empirical Study of Leisure Travellers," FIIB Business Review, , vol. 7(1), pages 57-65, March.
    8. Khaled Saleh Al Omoush & Raed M. Al-Qirem & Zaid M. Al Hawatmah, 2018. "The degree of e-business entrepreneurship and long-term sustainability: an institutional perspective," Information Systems and e-Business Management, Springer, vol. 16(1), pages 29-56, February.
    9. Lin, Sheng-Wei, 2016. "The critical success factors for a travel application service provider evaluation and selection by travel intermediaries," Tourism Management, Elsevier, vol. 56(C), pages 126-141.
    10. Abou-Shouk, Mohamed A. & Lim, Wai Mun & Megicks, Phil, 2016. "Using competing models to evaluate the role of environmental pressures in ecommerce adoption by small and medium sized travel agents in a developing country," Tourism Management, Elsevier, vol. 52(C), pages 327-339.

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