THE IMPACT OF INFORMATION TECHNOLOGY ON TRAVEL AGENTS
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TL;DR
The impact of IT on the travel agent industry in terms of costs and convenience to customers is examined.
Abstract
The travel industry is being fundamentally altered by IT (information technology). Historically airlines and large hotel chains, for example, have been early adopters of new technologies such as Computer Reservations Systems (CRSs). The distribution network being used by the travel industry is in many ways outdated, relying on third parties such as CRS vendors or travel agents who have traditionally justified their presence through a specialized technology infrastructure and specific knowledge. A frequently cited impact of IT is that the emergence of electronic markets will promote the bypassing of intermediaries. This article examines the impact of IT on the travel agent industry in terms of costs and convenience to customers.