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AN N U AL C O N FEREN C E 201 1                                         Special SessionsThe Impact of UK Border Security C...
Global issues – local impact            Ball et al 2011
e-Borders• Scrutiny of cross-border passenger traffic• Carriers, on behalf of UK Borders Agency  – Since 2009, air; All sh...
Research QuestionWhat is the impact of e-Borders on the carriers’ relationships with their customers and other            ...
Research FrameworkInter-organisational research in tourism studies:2.Identification of key stakeholders and theirinterests...
Methodology Interviewee Type   Number of Interviewees       Number of OrganisationsTrade Body                    2        ...
Findings: 1.Key Stakeholders and Their               Interests• Various organisations and sets of interests  – E.g., trave...
Findings: 2.Power and Decision         Making Mechanisms• De-centralised system:  – Frustration• UK BA:  – Sets data and t...
Findings: 3.Long Term Outcomes and               Structure• Changing requirements  – Onus expected to shift to carrier• Ca...
Discussion• Commercial vs. political interests• Carriers internalise costs   – Resentment, particularly during recession• ...
Discussion• Strained relationships with influencer and supplier  markets   – Disproportionate influence of power brokers (...
AN N U AL C O N FEREN C E 201 1                                         Special SessionsThe Impact of UK Border Security C...
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Impact of border security on airlines' marketing relationships [AM 2011]

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Impact of border security on airlines' marketing relationships [AM 2011]

  1. 1. AN N U AL C O N FEREN C E 201 1 Special SessionsThe Impact of UK Border Security Controls on Passenger Carriers’ Relationships with Stakeholders Kirstie Ball, Sally Dibb, Elizabeth Daniel, Maureen Meadows and Keith Spiller - Open University Business School Ana Canhoto - Oxford Brookes University Ball et al 2011
  2. 2. Global issues – local impact Ball et al 2011
  3. 3. e-Borders• Scrutiny of cross-border passenger traffic• Carriers, on behalf of UK Borders Agency – Since 2009, air; All should comply by 2014• Rationale: – Firms’ direct contact with their customers enables them to collect passenger data• Major change in the macro setting Ball et al 2011
  4. 4. Research QuestionWhat is the impact of e-Borders on the carriers’ relationships with their customers and other stakeholders?-Complex problem involving multiple organisations-Interdependence and uncertainty-Focus on micro-level dynamics (Arnaboldi and Spiller 2011) Ball et al 2011
  5. 5. Research FrameworkInter-organisational research in tourism studies:2.Identification of key stakeholders and theirinterests3.Power distribution and the emergingmechanisms for decision making4.Long term outcomes and structure of themulti-stakeholder process Ball et al 2011
  6. 6. Methodology Interviewee Type Number of Interviewees Number of OrganisationsTrade Body 2 1Travel Agent 7 3Tour Operator 7 1Airline 4 3Airport Operator 1 1Government 3 1Total 24 10 Ball et al 2011
  7. 7. Findings: 1.Key Stakeholders and Their Interests• Various organisations and sets of interests – E.g., travel agents, tour operators, seat brokers…• Tensions: – Legal vs. commercial obligations – Nature of jobs – Competitors – Service delivery: • Mistakes and time consuming• Uncertainty – EU ruling, IT contractor, … – Impact on implementation work already undertaken? Ball et al 2011
  8. 8. Findings: 2.Power and Decision Making Mechanisms• De-centralised system: – Frustration• UK BA: – Sets data and transmission requirements – Chose consortium of suppliers to build the IT system – Discussion about the system’s interface with pan- industry bodies BUT largely ignoring how the industry worked• Disparity between air carriers’ legacy systems Ball et al 2011
  9. 9. Findings: 3.Long Term Outcomes and Structure• Changing requirements – Onus expected to shift to carrier• Carriers as the focal point in the emerging structure – Rely on others to collect customer data – Rely on government to define the requirements• Impact on customer interface – E.g., airport services• Competitors influencing each other Ball et al 2011
  10. 10. Discussion• Commercial vs. political interests• Carriers internalise costs – Resentment, particularly during recession• Range of intangible costs – Transaction time, complexity, mistakes… – Impact on service delivery and customer experience• Unclear long-term impact on the route of travel – Safety is key variable in destination choice (Smith and Carmichael, 2005) Ball et al 2011
  11. 11. Discussion• Strained relationships with influencer and supplier markets – Disproportionate influence of power brokers (Jamal and Getz, 1995) – Negative impact on customer interaction• Relationship between firms and referral market is critical – Can significantly smooth the data collection process – Also face technology, personnel and recruitment costs• Interconnection between firm and competitors – Influence government and emerging technical solution – Present in other public tourism goods – e.g., sustainability (Erkus-Ozturk and Eraydin, 2010) – Not traditionally considered2011 the marketing literature Ball et al in
  12. 12. AN N U AL C O N FEREN C E 201 1 Special SessionsThe Impact of UK Border Security Controls on Passenger Carriers’ Relationships with Stakeholders Kirstie Ball, Sally Dibb, Elizabeth Daniel, Maureen Meadows and Keith Spiller - Open University Business School Ana Canhoto - Oxford Brookes University Ball et al 2011

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