Chapter 5. Intermediaries. Extra services.

On completion of this chapter students should:

• understand the term “intermediaries”

• recognize different types of intermediaries

Intermediaries are seen as generally independent third parties that play an integral part in collaborative activities supporting any aspect of the innovation process. They can play a key role in the ‘market for knowledge’ in relation to the transfer and translation of knowledge and technologies from creators to users in a business (commercial) context. In this sense creators include universities, other research organisations and other businesses.

A recent survey on the issue of intermediation and the role of intermediaries in the innovation process, defines an intermediary as:

An organisation or body that acts as an agent or broker in any aspect of the process between two or more parties. Such intermediary activities include:

• helping to provide information about potential collaborators.

• brokering a transaction between two or more parties.

• acting as a mediator, or ‘go-between’, between bodies or organizations that are already collaborating.

• helping to find advice, funding and support for the innovation outcomes of such collaborations

The term “intermediary” is used in a number of different contexts.

In terms of business travel industry an intermediary is an agency bringing together suppliers and buyers.

“Agencies” is a generic term used to describe a range of differ­ent organizations which are both suppliers and buyers. They undertake a buying role on behalf of their clients, who may be companies or associations. They act as intermediaries or 'middle­men', and can be contracted to assist in the planning and running of a conference or similar event.

There are a number of agencies which are just 'one-man-bands', some of whom lack profession­alism and the poor quality of service they provide has tainted the industry. The lack of a regulatory framework of the kind to be found among older-established professions is one of the issues still to be tackled by the business travel industry.

Agencies come in a number of forms, and the nomenclature can be somewhat confusing, but below are listed the principal kinds of intermediaries operating within the conference and events industry.

Any person who assists in the distribution of travel products to travellers is a travel intermediary. Online intermediaries are also growing.

A Travel Sales Intermediary (TSI) is defined as business entity that is engaged in the sale and/or brokerage of travel and travel related services such as cruises, tours, car rentals, coach and rail transportation.

Travel agency intermediaries may sell airline tickets, book accommodation, tours and attractions, do ticketing and process payments. In addition they also prepare itineraries, issue tickets and collect payment, carry out general administration duties, organize and book conferences and visit clients.

Travel intermediaries also give advice on travel or holiday plans to their clients, give information on accommodation, transport and places of interest, advise and help with visas, passports, insurance and other travel-related documents. They may choose to specialize in any of the following areas- Retail Travel, Corporate Travel, Holiday Travels, etc.

Role of intermediaries

Events are organized by people with varying degrees of knowledge and experience, many finding themselves responsible for organizing conferences without much, if any, formal training