Análisis del valor estratégico de la confianza y la web 2.0 para las agencias de viajes
[EN] ABSTRACT The aim of this study is to analyze the possible competitive strategies of traditional travel agencies. After two decades of increasingly dominant presence of e-commerce and Internet in tourism, the traditional travel agencies have seen their market share to decline due to online sales...
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| Tipo de recurso: | tesis doctoral |
| Fecha de publicación: | 2016 |
| País: | España |
| Institución: | Universitat Politècnica de València (UPV) |
| Repositorio: | RiuNet. Repositorio Institucional de la Universitat Politécnica de Valéncia |
| Idioma: | español |
| OAI Identifier: | oai:riunet.upv.es:10251/63471 |
| Acceso en línea: | https://riunet.upv.es/handle/10251/63471 |
| Access Level: | acceso abierto |
| Palabra clave: | Web 2.0, Confianza, lealtad, Negocios, comercio electrónico, Turismo, Agencias de viaje, Internet, Innovación, Tendencias, Mercado, Participación, Compromiso, Cliente, Satisfacción, Creación de Valor ORGANIZACION DE EMPRESAS |
| Sumario: | [EN] ABSTRACT The aim of this study is to analyze the possible competitive strategies of traditional travel agencies. After two decades of increasingly dominant presence of e-commerce and Internet in tourism, the traditional travel agencies have seen their market share to decline due to online sales ( the direct sale by service providers or through online travel agencies). This thesis considers the customer confidence in travel agencies as the cornerstone of any traditional agency to stay in the market, supported by the professionalism of its agents and its ability to innovate, introducing new products and destinations, and meeting market trends. Travel agencies, as the final link in the distribution chain, have been most affected by the emergence of the Internet. The globalization of the distributors of tourism services via the Internet has intensified competition with strong impact on traditional travel agencies. However, many travel agents stay in business and are competitive. After conducting a survey base on clients of Spanish travel agency, the results show that, credibility-based and the benevolence based trust is a key element in the loyalty of the tourists in the era of the information. This paper also proposes the Web 2.0 as a powerful tool to improve travel agencies. competitiveness in destinations and markets knowledge. This study conceptualizes the web 2.0 and all its functions and business applications are identified. Technological and social changes that allow companies to obtain great advantages of Web 2.0 are described as well as their relationship with knowledge management. |
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