B2B services: IT adoption in travel agency supply chains

Abstract

Purpose – The purpose of this paper is to examine and test a model which integrates the antecedents and consequences of adopting information technology (IT) with suppliers (i.e. online communication and e-procurement) in the context of the travel agency supply chain. Design/methodology/approach – A mail survey was conducted among 101 managers of travel agencies. A structured questionnaire was developed to measure the informants' scores on a set of the model constructs (i.e. IT adoption, B2B interactions, environmental factors, sales performance, efficiency, and relationship development). Findings – The findings confirm the influence of e-communication on e-procurement in supply chains. Regarding the antecedents, relationship intensity and environmental factors partially enhance the e-business adoption. The impacts of IT adoption on supply relationships are also supported. Research limitations/implications – Even though this study is cross-sectional, it may be interesting to develop a longitudinal study to understand the evolution of this phenomenon. Practical implications – IT adoption requires an integrative approach in supply chain relationships. The adoption of IT needs to be taken into account by any service business, given its positive effects on the sales growth, cost reduction and favourable long-term B2B relationships. Originality/value – The primary objective of the paper is to provide some new perspectives in explaining how IT can enhance service firms' productivity and ensuring long-term B2B relationships. Interestingly, while previous studies in manufacturing companies have provided theoretical clues to analyze antecedents and outcomes of e-business, no previous study has been applied in services supply chains.