ABSTRACT
Understanding customer expectations and behaviors is hardly a new concept, given the insights it provides for developing and delivering innovative products and services. In this super-competitive environment, sellers have been learning to fulfill buyers' needs by delivering purchased goods more quickly, by making entertainment content available on mobile devices, and by providing a wealth of information. Sellers of travel services recognize the trend that corporate travelers are willing to consider alternative services and are beginning to re-configure their portfolios. Corporate travelers were expected to use the services of the preferred suppliers, and the TMCs tried to monitor travelers' compliance with the corporate travel policies. Consider the implications for businesses of the change when consumers went from desktops to mobile devices, requiring a total re-design of web sites to fit the new, smaller format. Travel suppliers are obviously monitoring these changes in customer expectations to respond with appropriate products and services. The travel industry is very large, and it is growing.
