ABSTRACT
As online travel purchases increase, travel intermediaries must change to meet consumer demands. A survey was conducted to identify travelers’ selection criteria and expectations of traditional travel agents. Responses from 382 individuals were compared by their methods of purchasing travel arrangements, including those who purchased online, offline, or both. Differences were found among the groups in terms of travel agent selection criteria and expectations; however, the groups were similar in their frequency of travel and number of information sources used. Results and conclusions identified strategies for travel intermediaries to attract and retain clientele. [Article copies available for a fee from The Haworth Document Delivery Service: 1-800-HAWORTH. E-mail address: <docdelivery@haworthpress.com> Website: < https://www.HaworthPress.com" xmlns:xlink="https://www.w3.org/1999/xlink">https://www.HaworthPress.com > © 2004 by The Haworth Press, Inc. All rights reserved.]
