Domestic vs. outbound booking and channel choice behaviour : Evidence from New Zealand

Abstract

Purpose - This paper seeks to analyze the extent to which New Zealand domestic and outbound travelers’ book components of their trip in advance or at their destination and to explore the factors that influence this. Furthermore, the paper compares the distribution channels used by domestic and outbound travelers to purchase different travel products and to examine why these channels have been selected. Design/methodology/approach - The study involves the collection and analysis of data on the profiles, trip characteristics and distribution behavior of domestic and outbound travelers based on a nationwide telephone survey of 1,000 respondents. Findings - Little variation was found in the profile characteristics of domestic and outbound travelers but significant differences occurred in terms of the trip characteristics, the extent of booking in advance and at the destination, reasons why advance bookings were not made, how bookings were made and the channels used all exhibited significant differences according to domestic or outbound travel. This pattern was less consistent with regards to the factors influencing how the bookings were made and the factors affecting channel choice. Research and practical implications - The findings illustrate the complexity of travel decision-making issues, underline the need to take account of differences between domestic and outbound travel and across trip components, and to examine the factors that underlie distribution related behavior. Originality/value - The value and originality of this paper lie in the systematic comparison of the booking and channel choice behavior of domestic and outbound travelers, the search for factors influencing this behavior and a sectoral approach that differentiates transport to and at the destination.