The negative effects of travel friction among road warrior salespeople

Dubbed as road warriors in the popular press, there is a select group of business traveling dealmakers that take at least four trips by commercial airline and stay in hotels at least thirty-five nights in a given year. These high value employees have often been subjected to cost-focused travel policies potentially to the detriment of their well-being. From a theoretical viewpoint, the boundaries of the existing sales literature are expanded to show how this unique group of salespeople, road warriors, face stressors and how these relate to major sales focused outcomes (job satisfaction, organizational commitment, and turnover intentions). Further, this study adds an additional construct, travel friction, into the literature, yielding support for the importance of developing our understanding of this construct. Travel friction is found as a significant antecedent to both work-family conflict and emotional exhaustion. Moreover, through emotional exhaustion both travel friction and work-family conflict ultimately manifest in reduced job satisfaction, diminished organizational commitment, and increased attrition risk. The lack of business travel in the short-term due to the global pandemic offers corporate travel managers a unique opportunity to pause and recalibrate their travel policies to focus more on traveler well-being. Practical suggestions from travel experts that can potentially help to mitigate travel friction among road warriors are offered.     

Do job characteristics lead to employee creativity in travel agencies?

The purpose of this study is to examine the relationship between job characteristics and employee creativity among different job types in travel agencies. This study collected data from 289 employees of 63 consolidated travel agencies headquartered in Taipei. The sample included tour managers, route controllers, operators and salespersons. Results indicate that both job characteristics and employee creativity differ with the four job types. Also, different job types moderate the effect of job characteristics' five dimensions on employee creativity. Implications of these findings for stimulating employee creativity as well as future research directions are also provided. Copyright © 2010 John Wiley & Sons, Ltd.     

Investigating the Impact of SERVQUAL Dimensions on Customer Satisfaction: The Lessons Learnt from Serbian Travel Agencies

Despite the rise of online travel booking services, it seems that traditional travel agencies remain an intractable part in the process of making travel arrangements for most travelers. Nevertheless, the question remains as to what triggers travelers' satisfaction with travel agencies. In order to explore this, we focused on Serbian travel agencies and researched the impact of the five individual SERVQUAL dimensions on travelers' satisfaction. Results revealed that four SERVQUAL dimensions (reliability, responsiveness, empathy and tangibility) had a significant influence on customer satisfaction. Copyright © 2011 John Wiley & Sons, Ltd.     

Employee Turnover Intention Among Newcomers in Travel Industry

The continual high turnover rate in the tourism and hospitality industry is the most problematic managerial topic. Using a sample of 304 travel agency employees, this research aims to identify differences in turnover antecedents between newcomers from graduate school or other industries and newcomers from the same industry. The results suggest several differences in both newcomer groups. Supervisor support is an antecedent for veterans, whereas personnel management, prospects and job‐related factors are only significant for neophytes. External causes were revealed as the most significant antecedents in both groups, whereas co‐worker support was not significant for turnover intention in either group. Copyright © 2012 John Wiley & Sons, Ltd.     

Extending public transit accessibility models to recognise transfer location

A longstanding issue for public transit agencies has been how to assess the performance of transit service including spatial service coverage to meet the transport needs of the community. The conventional approach quantifies accessibility using door-to-door travel time in such a way that accessibility declines as the travel time to the opportunity increases. A new approach to modelling transit accessibility is proposed by incorporating the potential effect of transfer location. It builds on the premise that transit users may have a preference for a transfer location best located relative to the trip origin and destination points. The model is tested in Brisbane's bus network which has a radial form, where inner-city suburbs have relatively higher accessibility than outer-city suburbs, if only travel time is counted. Incorporating the transfer location refines the accessibility modelling so that some outer-city suburbs located along the major bus corridors have a relatively higher accessibility level. The new model also suggests that inner-city suburbs do not necessarily have better accessibility. Suburbs close to the city centre may have shorter transit travel time to reach other suburbs, but they do not have a well-connected transit network to other suburbs through service transfers.     

Marketing performance measurement in hotels,travel agencies and tour operators: a study of current practices

As successful tourism firms invest heavily in marketing to defend or improve their competitive position, they increasingly need to measure their marketing performance. Previous studies related to tourism have largely focused on financial and operational performance, but the marketing perspective has been largely overlooked. Drawing on an in-depth investigation involving 12 hotel chains, 8 travel agencies and 8 tour operators, this study provides an overview of the state-of-the-art marketing performance measurements among some of the leading tourism firms in Italy. Several issues and unanswered questions are also identified.     

Modeling job accessibility using online map data: An extended two-step floating catchment area method with multiple travel modes

Current quantitative measures of job accessibility rarely consider the interaction between job opportunities and labor force, and the effects of dynamic travel mode choice. Drawing upon multiple open-source datasets, we develop a job accessibility index by extending the two-step floating catchment area method (2SFCA). The job accessibility indices are calculated for different commuting scenarios concerning distance, time, and travel modes. The results suggest that job accessibility is very sensitive to travel modes, and using a single travel mode would contribute to a biased job accessibility index. The job accessibility indices with combined travel modes are more geographically balanced than using a single travel mode. Furthermore, the new index is employed to examine the spatial pattern of job accessibility and explore the relationship between job accessibility, housing, and population in the Pudong district, Shanghai. The new job accessibility indices manifest the impacts of ring roads on the spatial distribution of job accessibility. A comparative analysis shows that the floating population has poor driving-based job accessibility but can access job opportunities using public transit. Also, poor job accessibility leads to low rent prices but has little impact on medium-high rent. Both transit-based and drive-based job accessibility indices are positively related to housing prices. Our study highlights the importance of considering dynamic travel mode choice in job accessibility research. The research outcomes also contribute to the literature on spatial mismatch by revealing the unique relationship between job accessibility, housing, and population in urban China.     

A comprehensive relationship marketing model between airlines and travel agencies: The case of Taiwan

This study aims to examine how airlines' relationship selling, relational benefits, and relationship quality affect voluntary performance of travel agencies. Hypotheses on the relationship among these constructs were created based on relevant literature and validation using structural equation modeling was carried out. A questionnaire survey was conducted using stratified sampling on comprehensive travel agencies and Class A travel agencies in Taiwan. Among the 1000 copies of the questionnaire, 169 valid copies were collected and used to perform data analysis. Empirical results show that relational benefits and relationship selling can influence voluntary performance of travel agencies through the mediation of relationship quality, although neither has a direct effect on the latter, whereas, relationship quality has a significant and positive impact on voluntary performance of travel agencies towards airlines. It is evident that relationship quality plays an indispensable role in the connection between relationship marketing constructs (relationship selling and relational benefits) and voluntary performance. Results of this study may provide some insights for airlines in developing relationship management strategies towards travel agencies.     

The decline of the traditional travel agent model

This article analyzes the struggle between traditional travel agencies and airlines to gain control of the Spanish airline services market. Also analyzed is the strong emergence of a third player, online travel portals that act as online travel agencies. We use a multinomial logit model to study the influence of 27 socio-economic factors and trip attributes on passenger purchase channel choice. The results show that the profile of a passenger who has a greater likelihood of making his/her bookings online is that of a young person, a student or educated to a high level, a habitual traveler, booking a simple journey and using an LCC. The factors linked to an increased likelihood of making purchases by phone include: being male, middle-aged, on a business or short trip, and the passengers usually use a travel agency. Finally, passengers who are over 65 years of age, with a lower academic level, who use a travel agency and are going to make a more complicated journey, are more likely to purchase their tickets in-store.     

Jobs-housing balance in an era of population decentralization: An analytical framework and a case study

Despite the well-established theoretical understanding on the benefits of compact cities to the attainment of sustainable transport goals, there has been a worldwide trend of population decentralization in cities. In this paper, an analytical framework, which can be applied to other cities to quantify the potential commuting travel savings and environmental benefits of different job policies in cities having different rates and patterns of population decentralization, is presented. A case study of Hong Kong in the 1992-2002 decade is used to illustrate the analytical framework. The findings suggest that a city’s population patterns did have significant implications on the commuting travel savings from alternative job relocation policies. With a dispersed population pattern, the expected environmental benefits from a job decentralization policy can be very substantial.     

Building a barrier-to-imitation strategy model in the travel agency industry

This study explores travel agency industry-specific barriers to imitation by first reviewing the literature on the barriers to imitation and the effects of barrier reductions on travel markets. This is the first attempt to explore and identify the external and internal barriers to imitation in the travel agency industry. It is also the first to examine the development of competitive advantages through the building of a barrier-to-imitation strategy, which is the conceptual model from the perspective of travel agency practitioners. A three-round Delphi research design was adopted to look into the present barrier-to-imitation strategy performance measures of travel agencies. Qualitative interviews with the chief executive officers of the top 15 large-scale travel agencies provided additional insights. The results show that Taiwanese travel agencies consider five external barriers, six internal barriers, and six developing barriers-to-imitation advantages, and four performance indicators of barrier strategies. This study is quite innovative in that no one else so far has analysed or tried to discern the issues of barriers to imitation, towards proposing an optimal strategic model for enforcing barriers to imitation. Finally, the construct of developing competitive advantages by building a barrier strategies model for travel agencies can help address practical and theoretical needs.     

Does the built environment make a difference? Additional evidence from the daily activity and travel behavior of homemakers living in New York City and suburbs

Homemakers, unlike employed people who have jobs and unemployed people who are seeking jobs, are a special group who do not have to spend time working out of the home, commuting to work, or looking for a job. Given that a regular job typically takes 9 h (This includes an assumed half-hour one-way commute time.) a day, the discretion to allocate their time is presumably much greater than other groups.In this paper, we focus our attention on homemakers’ activity and travel behavior in neighborhoods with different characteristics (e.g., very dense areas, dense areas, and suburbs). The question to be answered is quite simple: are there differences between travel behaviors of homemakers living in different types of neighborhoods? If yes, can these differences be attributed to differences in the built environment?The dataset used in the study is the Household Interview Survey (HIS) collected in 1997/1998 in the New York metropolitan area. We found significant differences in activity and travel related behavior by homemakers living in different types of neighborhoods. Compared to suburban homemakers, New York City homemakers spend more time on discretionary activities and less time on maintenance activities; use public transportation and walk more frequently; and conduct fewer trip chains. The study found that both individuals’ socio-economic characteristics and built environment appear to play a role in explaining behavior. A probably more important factor in explaining people’s time use behavior is the interrelationship between activities and trips, and between different types of activities.     

Job Embeddedness as a Moderator of the Impact of Organisational Justice on Turnover Intentions: a Study in Iran

The purpose of this study was to examine job embeddedness as a moderator of the effects of distributive, procedural and interactional justice on turnover intentions. This study also investigated the relationship between the aforementioned justice dimensions and turnover intentions. Data were gathered from a sample of full‐time frontline hotel employees with a time lag of 2 weeks in Iran. The results demonstrated that the negative effects of distributive, procedural and interactional justice on turnover intentions were stronger among frontline employees with high levels of job embeddedness. The results further revealed that these justice dimensions had negative relationships with turnover intentions. Copyright © 2012 John Wiley & Sons, Ltd.     

The effects of travel time and cost savings on commuters’ decision to travel on public transport routes involving transfers

Urban cities are struggling with congested networks, noise and air pollution. Government agencies respond by investing in infrastructures to create integrated public transport systems. Transfers are a key element for the success of network integration. This study explores commuters’ perception of transfers by adopting Weber’s Law “Just Noticeable Difference”. Two trip attributes, travel time and cost, are investigated. Two stated-preference surveys are conducted at the University of Auckland, New Zealand. Results show that, on average, users’ desire at least a 33% reduction in their current travel time and at least a 16% reduction in their current travel cost given basic comfort amenities at the interchange. For an interchange with more comfort, on average, users’ desire at least a 25% reduction in their current travel time and at least a 10% reduction in their current travel cost. The findings are expected to be used as a guideline by planners when developing integrated public transport networks. Recommendations have been made to the Auckland Regional Public Transport Plan.     

The antecedents and consequences of job stress of flight attendants – Evidence from Taiwan

This study investigates the relationships between the antecedents of job stress, such as work-to-family and family-to-work conflicts, and consequences, such as job satisfaction, organizational commitment and turnover intentions, of flight attendants who are typically characterized as undertaking ‘emotional labor’. Using a sample of flight attendants collected from Taiwanese airline companies, the study reveals evidence of the following linkages; family-work conflict → job stress → job satisfaction → organizational commitment → turnover intention.     

Enhancing Singapore travel agencies' customer loyalty: an empirical investigation of customers' behavioural intentions and zones of tolerance

The services marketing literature focuses on the measurement of service quality and its impact and consequences on businesses. Set in the context of the travel retail agency in Singapore, this study focuses on the relationship between service quality and favourable behavioural intentions. The findings revealed that improving service quality can increase favourable behavioural intentions. However, service improvements that exceed customers' minimum‐service threshold and those that exceed customers' desired‐service level were found to have mixed effect on behavioural intentions. Hence travel agencies must carefully determine the behavioural intentions they wish to foster amongst their various customers and develop service quality strategies in line with the findings of this study. Copyright © 2007 John Wiley & Sons, Ltd.     

The Formation of a Tourist Destination's Image via Information Sources: the Moderating Effect of Culture

The present study aims to outline the growing importance of culture in the field of tourism. More specifically, it highlights culture as a moderating variable in pre‐visit tourist destination image formation, through the information sources utilized by the tourist in the selection of a holiday destination (that is, travel agencies alone vs. travel agencies together with the Internet). For this purpose primary research used a multicultural sample of 371 tourists from different European countries. The results show that the formation of a destination's pre‐visit image amongst tourists, based on the information sources they use, is moderated by the level of uncertainty‐avoidance of their national cultures. Copyright © 2011 John Wiley & Sons, Ltd.     

Heterogeneous effects of neighborhood type on commute mode choice: An exploration of residential dissonance in the Twin Cities

Many studies have measured residential and travel preferences to address residential self-selection and they often focused on the average or independent effect of the built environment on travel behavior. However, individuals' behavioral responses to built environment interventions may vary by their different tastes. Using the 2011 data from the Minneapolis–St. Paul metropolitan area, this study examines the influences of neighborhood type, travel attitudes, and their interaction terms on commute mode choice. The interactions between neighborhood type and travel attitudes have no significant impact on driving commute frequency whereas the effects of neighborhood type on the propensity for transit commute differ by transit preference. Specifically, urban consonants (including those in LRT neighborhoods) have the highest propensity for transit commute, followed by suburban dissonants, urban dissonants, and then suburban consonants. Therefore, individuals' heterogeneous responses to built environment elements should be taken into account in future research and in the design of land use and transportation policies aiming to shape urban travel.     

Differences in travel objectives between first‐time and repeat tourists: An empirical analysis for the Kansai area in Japan

This study investigates the differences in travel objectives between first‐time and repeat tourists. We conduct a questionnaire survey of travel agencies, which asked about specific tour plan for target tourists, their experiences and travel objectives in the Kansai area in Japan. We estimate a logit model for the relationship between travel objectives and visiting experiences. The results indicate that the first‐time tourists' main objective is to enjoy looking around sightseeing spots, while the repeat tourists' objective is simply to enjoy the stay, including the hotel visit and participating in events. Copyright © 2010 John Wiley & Sons, Ltd.     

Exploring the Moderating Effects of Value Offerings Between Market Orientation and Performance in Tourism Industry

Market orientation as a business strategy has recently been adopted in the travel and tourism industry, as well as other industries, to enhance performance. Value offerings have also emerged as a new research interest within the strategic marketing domain. Based on the theory of strategy–environment fit, this study investigates the relationship between market orientation (i.e. customer and competitor orientations) and performance, and the moderating role of value offerings (i.e. service emphasis and price emphasis), using a sample of 132 Taiwanese travel agencies. The research results obtained from hierarchical regression analyses indicate that only both customer and competitor orientations, but not value offerings, have positive and direct effects on performance. However, the results show that one dimension of value offerings, i.e. service emphasis, has a moderating role in the market orientation‐performance relationship. The managerial implications of these results are also discussed. Copyright © 2012 John Wiley & Sons, Ltd.