ICT and e-business in the tourism industry ICT adoption ... - empirica

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Tourism ICT influence is perceived as fairly low in terms of the quality of products or services. An explanation could be that tourism services (and, certainly, products) are not directly associated with ICT. On the other hand, the fact that ICT-based search, booking and real-time packaging functionalities have been revolutionising tourism services is only to a low extent reflected in the perception of ICT influence on service quality. On the contrary, ICT influence has been perceived most negatively in this respect. One of the main reasons for this might be the understanding of tourism as a service sector, in the sense of human service, where full automation of services (mostly based on ICT) may be considered the ‘antipole’ to high-quality manual service. Exhibit 5-3: Perceived ICT influence on the company's business -10 0 10 20 30 40 50 Revenue grow th -1 42 Business processes efficiency Internal w ork organisation -2 -2 47 48 Procurement costs Product/service quality -4 -3 34 35 Customer service -2 48 Productivity -2 45 Negative Positive Base (100%): Companies using computers. N (for sector, EU-10) = 725. Weighting: in % of firms. Questionnaire reference: H4. Source: e-Business W@tch (Survey 2006) The results of the e-Business Survey 2006 provide some evidence for a high ICT impact on the organisation of internal work operations, services and supplies. It is interesting that the influence of ICT in these areas has been assessed as even higher than in the area of customer-facing activities, which is often considered a traditional e- business “flagship” in the tourism industry. The reason for this perception might be seen in increasing ICT-based value chain integration in tourism in terms of both, internal and external companies’ operations. The results for tourism are consistent with the other sectors of the European economy. Remarkable differences can be observed only with respect to a positive influence of ICT on revenue growth, which in tourism is about 7% higher that in the other sectors surveyed. Overall, the perception of a positive influence of ICT on tourism companies is mostly dependent on firm-size. This is especially true for revenue growth, business process efficiency, product and service quality and productivity - and, with a slight deviance, for internal work processes and procurement costs. 154
Tourism Exhibit 5-4: Companies observing a positive influence of ICT on … Positive influence of ICT on revenue growth 0 20 40 60 80 Positive influence of ICT on business process efficiency 0 20 40 60 80 Tourism (EU-10) 51 Tourism (EU-10) 57 1-9 empl. 41 1-9 empl. 44 10-49 empl. 48 10-49 empl. 60 50-249 empl. 53 50-249 empl. 62 250+ empl. 61 250+ empl. 66 All 10 sectors (EU-10) 44 All 10 sectors (EU-10) 57 Positive influence of ICT on internal work processes 0 20 40 60 80 Positive influence of ICT on procurement costs 0 20 40 60 80 Tourism (EU-10) 1-9 empl. 63 45 Tourism (EU-10) 1-9 empl. 37 31 10-49 empl. 67 10-49 empl. 41 50-249 empl. 250+ empl. All 10 sectors (EU-10) 62 77 61 50-249 empl. 250+ empl. All 10 sectors (EU-10) 37 42 38 Positive influence of ICT on product/service quality 0 20 40 60 80 Positive influence of ICT on customer service 0 20 40 60 80 Tourism (EU-10) 41 Tourism (EU-10) 53 1-9 empl. 32 1-9 empl. 45 10-49 empl. 50-249 empl. 250+ empl. All 10 sectors (EU-10) 37 42 53 38 10-49 empl. 50-249 empl. 250+ empl. All 10 sectors (EU-10) 53 62 56 52 Positive influence of ICT on productivity Tourism (EU-10) 1-9 empl. 10-49 empl. 50-249 empl. 250+ empl. All 10 sectors (EU-10) 0 20 40 60 80 58 43 54 68 70 55 Base (100%): Companies using computers. N (for sector, EU-10) = 725. Weighting: Totals (for the sector and for all 10 sectors) are weighted by employment and should be read as "enterprises comprising …% of employment in the sector(s)". Figures for size-bands are in % of enterprises from the size-band. Questionnaire reference: H4. Source: e-Business W@tch (Survey 2006) 155
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Sector Report No. 8/2006 ICT and e-
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Tourism Table of Contents Executive
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Tourism Executive Summary Objective
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Tourism Ongoing market consolidatio
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Tourism 1 Introduction 1.1 About e-
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Tourism Methodology e-Business W@tc
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Tourism The 10 sectors studied in 2
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Tourism Exhibit 1-2: Process compon
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Tourism have a major impact, as the
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Tourism 2 Context and Background 2.
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Tourism 2.2 Industry background Tou
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Tourism Demographic changes and con
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Tourism Increasing importance of mo
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Tourism Need for stronger networkin
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Tourism 3.1 Use of and Access to IC
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Tourism Exhibit 3-2: Networks and p
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Tourism Exhibit 3-3: Demand for ICT
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Tourism Exhibit 3-4: Outsourcing an
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Tourism No figures are available on
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Tourism Exhibit 3-8: Use of e-stand
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Tourism In the tourism industry, ab
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Tourism Hence, if decision makers i
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Tourism In general, the rather low
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Tourism between different sub-secto
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Tourism Exhibit 3-15: Online cooper
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Tourism Exhibit 3-17: Adoption of e
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Tourism tourism sub-sectors covered
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Tourism Exhibit 3-20: Main type of
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Tourism Exhibit 3-22: Main location
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Tourism companies which have their
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Tourism 3.6.1 Companies receiving o
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Tourism whether they used rather "s
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Tourism 3.6.2 e-Integration of mark
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Tourism 3.7 ICT and Innovation To e
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Tourism 3.8 Drivers and Inhibitors
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Tourism 3.8.2 Barriers to e-busines
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Tourism 3.9 Summary of the quantita
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Tourism In 2006, results for some i
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Tourism abandonment of paper ticket
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Tourism savings to the consumers; c
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Tourism 4.1.4 Growth, mergers and a
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Tourism CASE STUDY: RE-INTERMEDIATI
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Tourism Exhibit 4-3: The booking re
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Tourism situated in attractive and
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Tourism CASE STUDY: SUCCESSFUL INTE
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Tourism rural tourism to flourish a
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Tourism LCTA was very successful in
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Tourism CASE STUDY: RE-INTERMEDIATI
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Tourism of about 2.2%. Its main com
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Tourism Enhancing real-time vacancy
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Tourism CASE STUDY: CONTROLLING THE
Page 103 and 104: Tourism Instead of reducing costs f
Page 105 and 106: Tourism Whereas today, the visible
Page 107 and 108: Tourism way Accor adopted a two-tie
Page 109 and 110: Tourism 4.2 Dynamic Packaging 4.2.1
Page 111 and 112: Tourism The legal dimension, which
Page 113 and 114: Tourism No such solutions can be fo
Page 115 and 116: Tourism DP Market All market observ
Page 117 and 118: Tourism CASE STUDY: IMPLEMENTING DY
Page 119 and 120: Tourism Exhibit 4-16: Technology bu
Page 121 and 122: Tourism References Research for thi
Page 123 and 124: Tourism continue to operate, as the
Page 125 and 126: Tourism Exhibit 4-18: Customer driv
Page 127 and 128: Tourism References Research for thi
Page 129 and 130: Tourism customer uptake is expected
Page 131 and 132: Tourism such as Germanwings, Hapag-
Page 133 and 134: Tourism Intermediaries in ticket sa
Page 135 and 136: Tourism ticket.” (Matthias van Le
Page 137 and 138: Tourism terms of a considerable red
Page 139 and 140: Tourism CASE STUDY: ICT-DEPLOYMENT
Page 141 and 142: Tourism Encouraging passengers to t
Page 143 and 144: Tourism CASE STUDY: E-TICKETING AT
Page 145 and 146: Tourism e-Business activities SN Br
Page 147 and 148: Tourism implementation of a dedicat
Page 149 and 150: Tourism The case study about SN Bru
Page 151 and 152: Tourism Exhibit 5-1: Perceived over
Page 153: Tourism The influence of outsourcin
Page 157 and 158: Tourism figures are considerably ab
Page 159 and 160: Tourism Background information: Mic
Page 161 and 162: Tourism mere availability of multip
Page 163 and 164: Tourism ICT impact on competition E
Page 165 and 166: Tourism 5.2.1 Policies to counterac
Page 167 and 168: Tourism loans, venture capital or p
Page 169 and 170: Tourism References Books and scient
Page 171 and 172: Tourism Röglein, D.; Rodriguez, M.
Page 173 and 174: Tourism Reise & Preise online (2004
Page 175 and 176: Tourism Annex I: The e-Business Sur
Page 177 and 178: Tourism Fieldwork Fieldwork was coo
Page 179 and 180: Tourism Feedback from interviewers
Page 181 and 182: Tourism The use of filter questions
Page 183 and 184: Tourism The e-Business Scoreboard 2
Page 185 and 186: Tourism Annex II: Expanded Tables -
Page 187 and 188: Tourism Exhibit A2-2: Demand for IC
Page 189 and 190: Tourism Exhibit A2-4: Companies rec
Page 191 and 192: Tourism Annex III: Glossary of Tech
Page 193 and 194: Tourism Modem MRO goods OOS Process
Page 196: Contact information: European Commi
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