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

Tourism
Table of Contents
Executive Summary ................................................................................................... 5
1 Introduction ......................................................................................................... 9
1.1 About e-Business W@tch ................................................................................................ 9
1.2 "e-Business" – the conceptual framework................................................................... 13
2 Context and Background................................................................................... 19
2.1 Sector definition – scope of the study.......................................................................... 19
2.2 Industry background ...................................................................................................... 21
2.3 Review of earlier sector studies.................................................................................... 25
3 Adoption of ICT and e-Business in 2006 ........................................................... 28
3.1 Use of and Access to ICT Networks ............................................................................. 29
3.2 ICT Skills, Outsourcing and ICT Budgets..................................................................... 32
3.2.1 Demand for ICT skills and skills development ..................................................... 32
3.2.2 Outsourcing of ICT services and ICT investments............................................... 34
3.3 Standards, Interoperability and ICT Security Issues .................................................. 38
3.3.1 Types of e-standards used................................................................................... 38
3.3.2 Interoperability challenges ................................................................................... 40
3.3.3 Use of Open Source Software ............................................................................. 41
3.3.4 ICT security measures ......................................................................................... 43
3.4 Internal and External e-Integration of Processes........................................................ 45
3.4.1 Use of software systems for planning and decision-making................................ 45
3.4.2 Use of ICT for cooperative and collaborative business processes...................... 48
3.4.3 Deployment of e-invoicing.................................................................................... 49
3.5 e-Procurement and Supply Chain Management.......................................................... 52
3.5.1 B2B online trading: companies placing orders online.......................................... 52
3.5.2 SCM, financial e-processes and ICT links with suppliers .................................... 58
3.6 e-Marketing and Sales .................................................................................................... 60
3.6.1 Companies receiving orders from customers online............................................ 61
3.6.2 e-Integration of marketing processes: CRM and ICT links with customers ......... 65
3.7 ICT and Innovation.......................................................................................................... 67
3.8 Drivers and Inhibitors for the Uptake of e-Business................................................... 69
3.9 Summary of the quantitative analysis .......................................................................... 73
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