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Distribution channel in hospitality and tourism Revisiting disintermediation from the perspectives of hotels and travel agencies
Rob Law1; Rosanna Leung1; Ada Lo1; Daniel Leung2; Lawrence Hoc Nang Fong3
2015
Source PublicationINTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT
ISSN0959-6119
Volume27Issue:3Pages:431-452
Abstract

Purpose – The purpose of this paper is to reexamine several issues about disintermediation from the perspectives of tourism product/service suppliers (hotels) and traditional intermediaries (travel agencies), considering the move of the current distribution landscape toward disintermediation. Internet and mobile technologies offer various tools for consumers to search and purchase products/ services from suppliers directly. Consequently, the necessity and role of traditional intermediaries in the industry become questionable.

Design/methodology/approach – In all, six focus group interviews were conducted to collect primary data from ten managers of three traditional travel agencies and 11 managers from three business hotels in Hong Kong, which is a major travel destinationin Asia with many world-class hotels and tourism facilities.

Findings – Despite their different business backgrounds, the interviewees agreed on the increasing importance of Internet technology in the distribution of tourism products. The interviewees also posited that traditional travel agencies are still needed to serve certain customer groups, albeit their role may have little importance.

Practical implications – Practitioners should adapt to technologically induced changes to remain competitive in the e-business era.

Originality/value – This paper provides several original contributions. First, this paper supplements the extant literature by revealing how modern practitioners perceive disintermediation in the tourism and hospitality industry. Second, this paper is the first to investigate the disintermediation issue from the perspectives of tourism product/service suppliers and intermediaries. Finally, this paper provides a reference for industry practitioners to establish adequate strategies that take advantage of Internet technology.

KeywordHong Kong Internet Disintermediation Distribution Channel Hotel Travel Agency
DOIhttps://doi.org/10.1108/IJCHM-11-2013-0498
Indexed BySSCI ; SSCI
Language英语
WOS Research AreaSocial Sciences - Other Topics ; Business & Economics
WOS SubjectHospitality, Leisure, Sport & Tourism ; Management
WOS IDWOS:000354646800006
PublisherEMERALD GROUP PUBLISHING LTD, HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
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Citation statistics
Cited Times [WOS]:53   [WOS Record]     [Related Records in WOS]
Document TypeJournal article
CollectionFaculty of Business Administration
DEPARTMENT OF INTEGRATED RESORT AND TOURISM MANAGEMENT
Corresponding AuthorRob Law
Affiliation1.School of Hotel and Tourism Management, The Hong Kong Polytechnic University, Kowloon, Hong Kong
2.Department of Tourism and Service Management, MODUL University Vienna, Vienna, Austria
3.Faculty of Business Administration, University of Macau, Taipa, Macau
Recommended Citation
GB/T 7714
Rob Law,Rosanna Leung,Ada Lo,et al. Distribution channel in hospitality and tourism Revisiting disintermediation from the perspectives of hotels and travel agencies[J]. INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT,2015,27(3):431-452.
APA Rob Law,Rosanna Leung,Ada Lo,Daniel Leung,&Lawrence Hoc Nang Fong.(2015).Distribution channel in hospitality and tourism Revisiting disintermediation from the perspectives of hotels and travel agencies.INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT,27(3),431-452.
MLA Rob Law,et al."Distribution channel in hospitality and tourism Revisiting disintermediation from the perspectives of hotels and travel agencies".INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT 27.3(2015):431-452.
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