The impact of the 4th industrial revolution on traditional travel agents in the Tourism industry: Richards Bay Airport.
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Date
2020
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Publisher
University of Zululand
Abstract
The Internet provides a powerful environment for the development of virtual representations of tourist destinations for indirect experiences that far surpass the capacity of conventional travel agents. Nowadays, consumers have numerous different options as the Internet gives companies more ways to create direct consumer connections and provides a diverse pricing range. The Internet has revolutionised the way clients make their travel decisions. Technology is a part of daily life today, some may reinforce it and some may detest it but what is certain is that technology has advanced a lot in terms of simplicity and congeniality, mostly in the mid-1990s.Travel agents have historically been seen as a key conduit between travel service providers and travellers. IT advances give customers an alternative to booking with a traditional travel agent -the prospect of preparing and scheduling vacations on the internet. This study aims to examine how the introduction of the 4thindustrial revolution has impacted on traditional travel agents in the tourism industry. Using a qualitative and exploratory approach, this study has collected data from travel agents and travellers in the area of Richards Bay through structured interviews and an online survey using purposive and convenience sampling methods; and thematically analysed the data collected. A significant conclusion of this study is the need for a systematic method to the evaluation of issues impacting decision-making amongst travellers. Research results indicate that there is a need for managers to adopt a management plan that will allow travel agents to use the 4thindustrial revolution to their advantage. Moreover, travel agencies need to move with the times and offer more complex services that are not offered by online agents, thus gaining more clientele.
Description
A thesis submitted to the Faculty of Arts in fulfilment of the requirements for the Degree of Maters of Arts in the Department of Development studies at the University of Zululand, South Africa, 2021.
Keywords
4th industrial revolution, Traditional travel agents, Tourism, Technology