Trivedi, Minakshi; Morgan, Michael S.; Kaushik Desai, … - In: Journal of Services Marketing 22 (2008) 2, pp. 149-159
Purpose – The purpose of this paper is to study the informational role played by an intermediary in the service industry. Design/methodology/approach – The paper used survey and choice data collected from agents and customers, respectively, in the hotel industry. Findings – The paper shows...