Systems thinking in online travel agency of supplier relationship management

Pakinee Ariya and Nopasit Chakpitak

International Journal of Innovation and Learning, 2016, vol. 19, issue 1, 63-84

Abstract: Tourism industry nowadays has involved information technology as a useful part in trading. Many tourism services have developed a new kind of business called 'online travel agencies (OTAs)'. This kind of business greatly affects tourism industry and has become a mediator between customers and tourism suppliers. One of the essential knowledge in preceding the businesses of OTAs is supplier relationship management (SRM) method. The said knowledge is dynamical and is changing over time because tourism industry has many complicated relationships. Therefore, knowledge management of SRM process needs systems thinking: a learning organisation implementation tool for creating innovation, to explain relations between factors in two major system archetypes in the process which are: 1) systematised selection, which is a supplier selection process; 2) supplier relationship management, which is a knowledge sharing process. Both archetypes were used to create strategy plans to manage business relations between OTAs and suppliers in Chiang Mai.

Keywords: systems thinking; online travel agency; OTA; tourism supplier; systems thinking as a learning tools; supplier relationship management; SRM. (search for similar items in EconPapers)
Date: 2016
References: Add references at CitEc
Citations: View citations in EconPapers (1)

Downloads: (external link)
http://www.inderscience.com/link.php?id=73290 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:ijilea:v:19:y:2016:i:1:p:63-84

Access Statistics for this article

More articles in International Journal of Innovation and Learning from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().