Abstract
Growth of the budget of households for leisure and travels, increase in the free time of employees, retirement of the "baby-boomers" who want to travel more, and a general decrease in the air transportation prices have transformed the tourism industry in Europe, and particularly in France. In 1967, Nouvelles frontières (NF) ("new borders") was created. This company is a generalist tour-operator which performs on the wide tourism market in France. They offer more than 150 destinations on the five continents. Their turnover was EUR 250.1 billion in 2006 (French Directorate, 2007:4). In 2007, NF dealt with 1.6 million customers. In this sector, consumers are very demanding, and they want high quality services with very competitive prices. Nowadays, internet is a very developed tool in France as the penetration rate is 58.1% in France, with more than 36 million users.
