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Deployment of computer networks in leisure-packaged tour marketing in the United States

The Mark Travel Corporation, Milwaukee, USA

Increasingly, travel and tourism providers are being offered the option of distributing their products and services electronically. At present, most providers use call centre processing as their primary means of reaching the retail travel agent and executing a sale. Many providers also participate in one or more electronic networks for distribution of the travel product, and a very few rely solely on these networks as their only means for product distribution. Due to increasing cost pressures coupled with ever-expanding capabilities offered by network providers, participation in electronic distribution is accelerating. This paper examines the opportunities in electronic distribution from the provider/participant's point of view, and outlines the issues associated with introducing existing, call centre-supported products into the arena of electronic distribution.

Key Words: Call Centre Operations, Electronic Distribution • Computer Reservation System (CRS) • Costs

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