Scenarios of the future work of business travel agencies
Nevmerzhitskaya, Julia (2013)
HAAGA-HELIA ammattikorkeakoulu
2013
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2013060713440
https://urn.fi/URN:NBN:fi:amk-2013060713440
Tiivistelmä
This study focused on the future work of travel agencies in the business travel segment. It aimed at analyzing drivers for change in the business travel distribution from the corporate buyers’ point of view and at developing scenarios that will help travel management companies to be prepared for the future challenges.
The study involved trend analysis from the literature and industry reports and qualitative interviews with the corporate buyers and expert organizations. Six interviews were conducted and were analyzed using content analysis techniques. Interview findings and trend analysis were used to pick up key variables and create assumptions about their future development. Scenarios were then built based on the assumptions.
Scenario 1, “Press the button”, places technology as a key trend. Online and mobile bookings are a priority. Travellers book themselves without the help of assistants. TMC is mainly used as a booking hub and IT-support.
Scenario 2, “Do as we say”, assumes that travel managers are educated experienced process developers who use TMC as executors of the travel policy and expect TMC to follow and adjust own practices to fit client’s needs. Corporate buyers have the power in the relationship and can switch from one TMC to another relatively easy.
Scenario 3, “We can help your business grow”, concentrates on the expert role of TMC and value-added services. TMC are seen as professionals who offer recommendations and help optimizing client’s travel programs and processes.
The study involved trend analysis from the literature and industry reports and qualitative interviews with the corporate buyers and expert organizations. Six interviews were conducted and were analyzed using content analysis techniques. Interview findings and trend analysis were used to pick up key variables and create assumptions about their future development. Scenarios were then built based on the assumptions.
Scenario 1, “Press the button”, places technology as a key trend. Online and mobile bookings are a priority. Travellers book themselves without the help of assistants. TMC is mainly used as a booking hub and IT-support.
Scenario 2, “Do as we say”, assumes that travel managers are educated experienced process developers who use TMC as executors of the travel policy and expect TMC to follow and adjust own practices to fit client’s needs. Corporate buyers have the power in the relationship and can switch from one TMC to another relatively easy.
Scenario 3, “We can help your business grow”, concentrates on the expert role of TMC and value-added services. TMC are seen as professionals who offer recommendations and help optimizing client’s travel programs and processes.