Revista de investigación turística y hotelería

Critical Success Factors for the Inter-organizational Relationship between Hotels and Tour Operators/Travel Agents

Abuelkassem AA Mohammad and Salama AM Ammar

Critical Success Factors for the Inter-organizational Relationship between Hotels and Tour Operators/Travel Agents

Abstract
The business relationship between hotels and tour operators/travel agents represents an important aspect of the tourism industry in any destination. This study investigates the inter-organizational relationship between hotels and tour operators/travel agents. It aims to evaluate the perceived satisfaction and success of the business relationship between hotels and tour operators/travel agents in Egypt, as well as to explore the critical success factors for this relationship. A qualitative approach was adopted in this study using a self-administrated questionnaire survey as a tool for collecting primary data. The survey was conducted with 50 hotel managers and 50 managers of tour operators/travel agents in Egypt. The results of this study revealed that both hotels and tour operators perceived their mutual business relationship to be slightly satisfactory and successful. The study also concluded some critical success factors (suggested by both hotels and tour operators/travel agents) that would enable a satisfactory and successful business relationship, such as: commitment and locality of both relationship partners; adopting constructive conflict resolution practices. In addition, the study explored some issues that would result in failure and termination of the business relationship between hotels and tour operators/travel agents, including: conflict of interests; disputes about commissions; reduced amount of business transactions. The study ends by providing some practical implications and recommendations that can help establishing a successful hotelintermediaries relationship.