Fokus på värde - En undersökning om reseförsäljares förändrade förutsättningar

Sammanfattning: The purpose of this thesis is to give an account of how travel vendors work in an industry changed by the Internet, in order to identify what the activities and factors are that make up the basis for the creation of customer value in a changed market environment. Companies in the travel vendor industry and other related parties were contacted. A total of eight interviews were conducted and one seminar on the internet was attended. Our conclusion is that the travel vendors position and function in their industry has changed, and that customers have become more influential and powerful. Travel vendors are divided into two general groups, one with a broad focus competing primarily with price and one group with focus on specific areas and niches of the market. Regardless of group, the travel vendors serve as collectors and filters for information about travel and destinations and they create value for the customers by ensuring quality and providing safety when purchasing travel products.