Is ICT good for employees? An analysis of its effects on sales agents’ perceptions of service cannibalization

作者：

Highlights：

• Examines perceptions of service cannibalization on sales agents and ICT adoption.

• Identifies different typologies of sales agents.

• Classifies sales agents into five groups.

• The differences could arise due to the level of ICT adoption of the travel agency.

• Makes practical recommendations for retail travel agencies.

摘要

•Examines perceptions of service cannibalization on sales agents and ICT adoption.•Identifies different typologies of sales agents.•Classifies sales agents into five groups.•The differences could arise due to the level of ICT adoption of the travel agency.•Makes practical recommendations for retail travel agencies.

论文关键词：ICT,Service cannibalization,Multi-channel distribution,Latent class segmentation

论文评审过程：Available online 23 May 2015, Version of Record 23 May 2015.

论文官网地址：https://doi.org/10.1016/j.chb.2015.05.012