The impact of the internet on travel agencies in Hong Kong

Chun Hung Roberts Law, Angela Law, Edmund Wai

Research output: Journal article publicationJournal articleAcademic researchpeer-review

25 Citations (Scopus)


In recent years, the travel and tourism industry has begun to develop Internet applications more extensively. Many travel service suppliers, such as hotels and airline companies, already use the Internet as a direct channel for customer reservations. The integration of the Internet into the travel and tourism industry, however, presents a challenge towards the traditional role of travel agencies. The purpose of this study is to find out what impact the Internet has on travel agencies in Hong Kong. Outcomes of this research indicate that travel agents generally have positive attitudes towards Internet applications, and the potential threat-disintermediation-has not yet affected the travel industry. Travel agents believe that they can take advantage of the Internet technology to provide value-added services for their customers. Outcomes of the present study also indicate that there are significant relationships between company size, age and some Internet attributes. Travel agencies should therefore pay more attention to these attributes when adopting Internet technology.
Original languageEnglish
Pages (from-to)105-126
Number of pages22
JournalJournal of Travel and Tourism Marketing
Issue number2-3
Publication statusPublished - 4 Feb 2002


  • Disintermediation
  • Hong Kong
  • Internet
  • Travel agency

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management
  • Marketing


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