Service Dimensions Of Travel Distribution: An Indian Case Study

  • Martin Friel
  • Angelika Sombert
  • Brandon Crimes


For the tourism service provider the use of technology can serve a number of ends: to lower costs, increase productivity, improve the way the service is delivered, customise the service, collect data on customer needs, add value for the customer, allow for differentiation of the service and build relationships with customers [1]. Perhaps the chief aim of technology in a service context is to provide some extra benefit to the customer in the form of more convenience, increased reliability, greater control, lower prices or some other value-adding property [2]. It could be argued that the Internet is one technological medium that has the potential to provide this extra benefit in the following ways: the better travel web sites allow the on-line customers to search for information and to make bookings at times that suit them (more convenience); information is timely and updated regularly, and more powerful and capacious servers and greater bandwidth entail fewer down-times and broken connections (greater reliability); the customers are not limited to a narrow range of service providers and products as might be proffered by the local travel agent and customers undertake the pre-trip consultancy themselves (greater control) and there is a wider range of prices on offer including some below high street levels (lower prices) [3]. The Internet then can help to offset some of the criticisms levelled at travel agents, namely that travel agents are reactive and not proactive in terms of adding value for the customer; that 24-hour access to the travel agent is usually not possible; that commissions make products bought through travel agents more costly and so on [3].


Service Dimension Travel Agent Travel Information Service Feis Travel Itinerary 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


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Copyright information

© Springer-Verlag Wien 2000

Authors and Affiliations

  • Martin Friel
    • 1
  • Angelika Sombert
  • Brandon Crimes
    • 2
  1. 1.School of BusinessUniversity of BuckinghamEngland
  2. 2.School of Economics Social Sciences and TourismUniversity of HertfordshireEngland

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