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New Zealand Travel Agents in the Internet Era: Spatial Differences in ICT Impact, Adoption and Perception

In: Information and Communication Technologies in Tourism 2008

Author

Listed:
  • V. Garkavenko

    (Waiariki Institute of Technology)

  • S. Milne

    (Auckland University of Technology)

Abstract

This study empirically investigates the perception, adoption and impact of Information and Communication Technologies (ICTs) by travel agencies in New Zealand. In particular we examine the difference that location makes in influencing these themes. Our work is based on an on-line national survey of travel agent businesses. We review the current pressures facing travel agents, emphasizing the pivotal role played by ICT. A notable finding of the national online survey is the marked heterogeneity of the New Zealand travel agent sector in terms of pressure factors on their businesses, attitudes towards technology, relationships with the consumer, and business successes. Major spatial differences exist between travel agents (TAs) located in Auckland and other major cities and those in smaller, more rural, towns. TAs from the Auckland region are early internet and ICT adopters who are orientated towards quality customer service and niche markets in contrast to rural travel agents who are not prepared to invest in ICT and do not perceive customerorientated services as an advantage.

Suggested Citation

  • V. Garkavenko & S. Milne, 2008. "New Zealand Travel Agents in the Internet Era: Spatial Differences in ICT Impact, Adoption and Perception," Springer Books, in: Peter O’Connor & Wolfram Höpken & Ulrike Gretzel (ed.), Information and Communication Technologies in Tourism 2008, pages 371-382, Springer.
    • Handle: RePEc:spr:sprchp:978-3-211-77280-5_33
    DOI: 10.1007/978-3-211-77280-5_33
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