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

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

Research output: Contribution to journalArticle

60 Citations (Scopus)

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.

Original languageEnglish (US)
Pages (from-to)777-787
Number of pages11
JournalTourism Management
Volume31
Issue number6
DOIs
StatePublished - Dec 1 2010

Fingerprint

travel agency
electronic business
supplier
reciprocity
Communication
communication
Industry
travel
Managers
Internet
Scanning electron microscopy
customer
Spain
scanning electron microscopy
manager
commitment
analysis
Electronic business
Travel agency
Supplier relationships

All Science Journal Classification (ASJC) codes

  • Development
  • Transportation
  • Tourism, Leisure and Hospitality Management
  • Strategy and Management

Cite this

Andreu, Luisa ; Aldás, Joaquín ; Bigné, J. Enrique ; Mattila, Anna S. / An analysis of e-business adoption and its impact on relational quality in travel agency-supplier relationships. In: Tourism Management. 2010 ; Vol. 31, No. 6. pp. 777-787.
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An analysis of e-business adoption and its impact on relational quality in travel agency-supplier relationships. / Andreu, Luisa; Aldás, Joaquín; Bigné, J. Enrique; Mattila, Anna S.

In: Tourism Management, Vol. 31, No. 6, 01.12.2010, p. 777-787.

Research output: Contribution to journalArticle

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