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| Tekijä: | Andreu, L. (et al.) |
| Otsikko: | An analysis of e-business adoption and its impact on relational quality in travel agency-supplier relationships |
| Lehti: | Tourism Management
2010 : DEC, VOL. 31:6, p. 777-787 |
| Asiasana: | Spain travel agents supply chain commitment trust quality communication models |
| Vapaa asiasana: | e-business e-commerce |
| Kieli: | eng |
| Tiivistelmä: | In this study, it is explored how managers of retail travel agencies perceive the antecedents (henceforth as: antcds.) and consequences (herein as: consqs.) of adopting e-business in their supplier relationships. A comprehensive model integrating its antcds. and relational effects is developed and empirically tested using SEM. Herein, more than 100 travel agents in Spain are surveyed. It is found that customer pressure has a strong influence on e-communication (here as: e-comm.) practices. E-comm. with the travel agency's supplier and the pressure exerted by the sector are the main antcds. for e-procurement. Effects of e-business on relational quality are contradictory. E-procurement influences negatively on trust. On the contrary, e-comm. has a positive impact on trust, thus having a favourable impact on perceived reciprocity and travel agent's commitment to its supplier. It is found out that the use of the Internet is largely driven by normative pressures, and this coercive power has a detrimental impact on trust. In order to avoid such negative consqs., perceived reciprocity is a prerequisite for committed supplier relationships. |
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