Abstract
Certainly, the development of electronic commerce is beneficial for both the producer and the consumer. However, the problem posed by the development of e-commerce generally resides in the fact that the development of Internet technology has profoundly modified the tourism distribution chain. In other words, the role of traditional distributors, tour operators and travel agencies, tends to weaken and will even be canceled out as long as they do not find a new niche or a new communication strategy both with its customers and with its economic partners. In this paper, our aim is to explore the new role of travel agencies and mainly the communication challenges they will be facing under the diffusion of the new information and communication technologies. In this direction, the methodology adopted in this paper will be around two main steps: first, an in-depth theoretical scan, with the aim of clarifying the field of research and explaining the bases of the various theories relating to the study in question. This is completed, in a second step, by in-depth interviews with UAE travel agencies, with the aim of explaining the state of play of travel agencies, and of gathering the opinions of experts in the field. In this regard, it reveals that the travel agencies in the UAE are aware of the challenges presented by the introduction of the e-commerce in their industry and especially in terms of communication strategy. By adjusting their strategic, relational, and organizational factors the travel agencies believe that they mastered enough their profession to avoid the risk of disintermediation involved by the diffusion of the e-commerce in the industry.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Similar content being viewed by others
References
Kotler, P., Dubois, B.: Marketing Management. Public-Union, Paris (1998)
Hojeghan, S.B., Esfangareh, A.N.: Digital economy and tourism impacts, influences and challenges. Proc. Soc. Behav. Sci. 19, 308–316 (2011)
Chaabna, S., Wang, H.: Analysis of the state of e-commerce in Algeria. Int. J. Market. Stud. 7(2), 44 (2015)
Buhalis, D., Main, H.: Information technology in peripheral small and medium hospitality entreprises: strategic analysis and critical factors. Int. J. Contemp. Hospitality Manage. 10(5), 198–202 (1998)
Eurostaf—cabinet d’études français: Mutations et restructurations des opérateurs français du voyage (Juillet 2008)
Chulwon, K.: E-tourism: an innovative approach for the small and medium-sized tourism enterprises (SMTES) in Korea. Document OCDE, pp. 1–11 (2004)
Schegg, R.: European Hotel Distribution Study: Results for the Reference Year 2019. Hotrec, Brussels (2020). https://www.hotrec.eu/european-hotel-distribution-study-2020/
Buhalis, D., Main, H.: Information technology in peripheral small and medium hospitality entreprises: strategic analysis and critical factors. Int. J. Contemp. Hospitality Manage. 10(5) (1998)
Matzler, K., Sauerwein, E., Heischmidt, K.A.: Importance-performance analysis revisited: the role of the factor structure of customer satisfaction. Serv. Ind. J. 23(2), 112–129 (2003)
Smith, A.: Information exchanges associated with Internet travel marketplaces. Online Inf. Rev. 28(4), 292–300 (2004). Airline website
Singh, S.V.: Online travel portal and their effect on travel agency: a study on outbound visitors of Varanasi. In: Singh, S.V., Ranjan, R. (eds.) Online Travel Portal and Their Effect on Travel Agency: a Study on Outbound Visitors of Varanasi. IJRAR-Int. J. Res. Anal. Rev. (IJRAR), E-ISSN 2348-1269 (2019)
Baid, A.: Implementing digital age experience marketing to make customer relations more sustainable. In: Nayyar, A., Naved, M., Rameshwar, R. (eds.) New Horizons for Industry 4.0 in Modern Business. Contributions to Environmental Sciences and Innovative Business Technology. Springer, Cham (2023). https://doi.org/10.1007/978-3-031-20443-2_5
Abbot, J., Buttle, F., Stone, M.: Integrating customer data into customer relationship management strategy: an empirical study. J. Database Market. 8(4), 289–300 (2001)
Borges, M., Hoppen, N., Luce, F.B.: Information technology impact on market orientation in e-business. J. Bus. Res. 62(9), 883–890 (2009)
Jain, E., Yadav, A.: Marketing and technology: role of technology in modern marketing. IOSR J. Bus. Manag. 19(5), 49–53 (2017)
Patricia, D.S.: The Internet, threat or tool for travel agencies? Facultatea de economia turismului Intern si international (2008)
Leung, D., et al.: Social media in tourism and hospitality: a literature review. J. Travel Tourism Market. 30(1–2), 3–22 (2013)
Kvale, S.: Interviews An Introduction to Qualitative Research Interviewing. Sage Publications (1996)
McNamara, C.: General Guidelines for Conducting Interviews. Minnesota (1999)
Buhalis, D.: Relationship in the distribution channel of tourism: conflicts between hoteliers and tour operators in the Mediterranean region. Int. J. Hospitality Tourism Adm. 1(1), 113–139 (2000)
Bédard, F.: L’agent de voyage à l’ère du commerce électronique. Presse de l’université du Québec, p. 185 (2001)
Ogonowska, M.: Les stratégies de prix dans le secteur du e-tourisme: Quels modèles et quelles conditions d’application? Université de Nice-Sophia Antipolis (2008)
Lages, C., Lages, L.F., Rita, P.: The relationship between E-marketing Strategy and performance: a conceptual framework in a web context. In: 6th European Framework Program (2004)
Comte, B.: Internet comme canal de distribution: l’expérience de l’affiliation. EDHEC Business School (2004)
Chen, Q., Wells, W.D.: Attitude toward the site. J. Advertising Res. 39, 27–37 (1999)
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2024 The Author(s), under exclusive license to Springer Nature Switzerland AG
About this chapter
Cite this chapter
Bachta, A. (2024). E-Tourism: New Communication Challenges for the Travel Agencies in the UAE. In: Khoury, R.E., Nasrallah, N. (eds) Intelligent Systems, Business, and Innovation Research. Studies in Systems, Decision and Control, vol 489. Springer, Cham. https://doi.org/10.1007/978-3-031-36895-0_22
Download citation
DOI: https://doi.org/10.1007/978-3-031-36895-0_22
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-031-36894-3
Online ISBN: 978-3-031-36895-0
eBook Packages: Intelligent Technologies and RoboticsIntelligent Technologies and Robotics (R0)