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Valuing the travel management touch.

Article Excerpt
The way in which business travel buyers evaluate travel management services has changed substantially in the past few years as low-cost carriers have driven down the airfares charged by major carriers and online-originating travel management companies have driven down the transaction fees charged by traditional business-oriented travel agencies. At the same time, security concerns have highlighted such services as traveler tracking--which has become a universally embraced aspect of travel management--Sarbanes-Oxley regulations have changed data reporting requirements and the rise of procurement practices at corporations has underscored the importance of having the infrastructure to gather data and make measurements.

While lowering costs is always a goal of travel management, the first priority is supporting the business mission. The level of support required depends on that mission and reflects the culture of the company.

This study examines negotiating and auditing issues, as well as the specific travel management company services corporate buyers value. The research shows how buyers rate the importance of...

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