Group support for negotiating change in a global, highly politicized inter-organizational network

The combined effects of information technology, deregulation and privatization are bringing about a fundamental change in the relationship between travel agents and airlines. Both parties need to develop a new basis for cooperation in order to redefine their contractual relationships in the face of a changing distribution infrastructure. In this research, GroupSystems/sup TM/ was used together with other problem structuring techniques such as Nominal Group Technique, Causal Loop Diagramming and Electronic Workbooks to construct a qualitative system dynamics model of the rising tension in the relationship between airlines and agents. This was used to support an inter-organizational network negotiation process. Following an analysis of electronic and face-to-face group meetings, this paper concludes with insights into the optimal mix of collaborative techniques required to support global and highly politicized inter organizational network negotiations.