Abstract

Endeavour is a business-to-business (B2B) extranet in the British and Irish leisure travel industry. It provides business critical information and reservation functionality for independent highstreet travel agents, call centres, and home workers, enabling them to add new values in face of tough competition from vertically integrated tour operator groups and new direct-to-consumer channels such as the Internet and interactive digital television. This case study investigates the evolution of this 'e-community', including some of the challenges faced and lessons learnt while building it.