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Perceptions of service cannibalisation: The moderating effect of the type of travel agency

dc.contributor.authorDíaz E.
dc.contributor.authorMartín-Consuegra D.
dc.contributor.authorEsteban Á.
dc.date.accessioned2020-09-02T22:16:48Z
dc.date.available2020-09-02T22:16:48Z
dc.date.issued2015
dc.identifier10.1016/j.tourman.2014.12.004
dc.identifier.citation48, , 329-342
dc.identifier.issn02615177
dc.identifier.urihttps://hdl.handle.net/20.500.12728/4341
dc.descriptionRestructuring 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. © 2014 Elsevier Ltd.
dc.language.isoen
dc.publisherElsevier Ltd
dc.subjectOnline channel
dc.subjectSales agents
dc.subjectService cannibalisation
dc.subjectTravel agencies
dc.subjectInternet
dc.subjectleisure industry
dc.subjecttourism development
dc.subjecttourism management
dc.subjecttourism market
dc.subjecttravel demand
dc.titlePerceptions of service cannibalisation: The moderating effect of the type of travel agency
dc.typeArticle


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