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

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Tourism Furthermore, results broken down by different sub-sectors of tourism show that travel agencies and tour operators seem to be the strongest adopters of ICT and e- business, followed by the accommodation sub-sector and – with much lower adoption rates – by the gastronomy sub-sector. e-Business Scoreboard 2006 2 D.2 D.3 D.4 A.1 A.2 A.3 A.4 Component indicators (based on data in % of firms) A. ICT Networks A.1 Internet connectivity (index) A.2 LAN A.3 W-LAN A.4 Remote access to company network D.1 C.4 C.3 C.2 B.4 B.3 B.2 B.1 B. e-Integrated Business Processes B.1 Intranet B.2 ERP systems B.3 Online tracking of production time B.4 e-Invoicing C. e-Sourcing and Procurement C.1 Firms placing orders online C.2 Use of ICT systems for sourcing C.3 ICT system linked with suppliers C.4 Online inventory management C.1 Max Average Tourism D. e-Marketing and Sales D.1 CRM use D.2 Firms accepting orders online D.3 Use of ICT systems for marketing/sales D.4 ICT system linked with customers Current e-business trends and implications Dis-intermediation and re-intermediation e-Business processes have led to conflicting, parallel trends which have a profound impact on the role of intermediaries in the tourism market: Dis-intermediation: ICT enables tourism service providers to interact directly with consumers, which puts enormous pressure on traditional intermediaries (i.e. travel agencies and tour operators). The extent to which intermediaries are bypassed differs considerably between various sub-sectors: While, for example, the accommodation sector is only partially affected by dis-intermediation, the aviation industry tends to be much more affected by dis-intermediation – mainly by airlines selling tickets directly to consumers over the internet. Re-intermediation: Yet, ICT solutions may also provide new opportunities for traditional players and newly emerging online intermediaries. Many new entrants in the market, which operate exclusively online, successfully provide intermediary services, while some brick-and-mortar intermediaries have managed to secure their position in the market by offering value-added online services. 2 See Methodology Annex for information about the structure and computation of the scoreboard. 6
Tourism Ongoing market consolidation: There is an ongoing trend of market consolidation among intermediaries, driven by organic growth, mergers, acquisitions and strategic alliances. This, despite an increase in competitiveness on company level, might lead to reduced competition in the tourism market in the long run. Dynamic packaging Traditional packages offered by tour operators and travel agencies tend to be effective in bundling separate products, but only with limited flexibility. However, the increasing trend towards individualisation of tourism demand requires more flexible, dynamic packages. Despite the fact that technological and organisational barriers for truly dynamic packaging are considerable, a number of players have managed to develop feasible solutions for dynamic packaging. ICT-related developments in the aviation industry The aviation industry is one of the sub-sectors of tourism most affected by the development of ICT and the internet. In this context, no-frills airlines are the most striking feature of this market as they rely heavily on e-business solutions. e-Ticketing: The avoidance of classical paper-based tickets is one of the core elements of the low-cost business model. Yet, e-ticketing is not limited to no-frills airlines. The adoption of e-ticketing is also increasingly pursued by network carriers. The International Air Transport Association – IATA – intends to achieve a 100% penetration of e-ticketing among its members worldwide by the end of 2007. Customer self-service: Another measure for cost reduction and the acceleration of passenger flows at airports is to introduce customer self-service check-in solutions. This may be done on the spot by self-service kiosks or in the form of web based check-ins, which may even allow users to check-in from home or their office. Bar-coded boarding passes offer a natural link with e-ticketing and self-service check-in. Most recently, it is not only possible to print boarding passes at the passenger’s home, but also to place bar codes on the passenger’s cell phone which makes a paper document completely obsolete. RFID for luggage handling might replace classical baggage tags in the near future. It might simplify airline baggage management considerably, improve customer service in terms of reductions in mishandled baggage and provide new security requirements. Business impact The ongoing market concentration might lead to the formation of “oligopolies”, where only a few companies dominate the market, and which will eventually lead to reduced competition. Yet, at the same time, competition pressure is expected to rise, as the anticipated growth in turnover in the next few years will be limited, and as ever more price-conscious consumers will put further pressure on tourism enterprises to reduce costs. The following business trends, some of which are contradictory, are expected to shape the market in the near future: 7
Page 1 and 2: Sector Report No. 8/2006 ICT and e-
Page 3 and 4: Tourism Table of Contents Executive
Page 5: Tourism Executive Summary Objective
Page 9 and 10: Tourism 1 Introduction 1.1 About e-
Page 11 and 12: Tourism Methodology e-Business W@tc
Page 13 and 14: Tourism The 10 sectors studied in 2
Page 15 and 16: Tourism Exhibit 1-2: Process compon
Page 17 and 18: Tourism have a major impact, as the
Page 19 and 20: Tourism 2 Context and Background 2.
Page 21 and 22: Tourism 2.2 Industry background Tou
Page 23 and 24: Tourism Demographic changes and con
Page 25 and 26: Tourism Increasing importance of mo
Page 27 and 28: Tourism Need for stronger networkin
Page 29 and 30: Tourism 3.1 Use of and Access to IC
Page 31 and 32: Tourism Exhibit 3-2: Networks and p
Page 33 and 34: Tourism Exhibit 3-3: Demand for ICT
Page 35 and 36: Tourism Exhibit 3-4: Outsourcing an
Page 37 and 38: Tourism No figures are available on
Page 39 and 40: Tourism Exhibit 3-8: Use of e-stand
Page 41 and 42: Tourism In the tourism industry, ab
Page 43 and 44: Tourism Hence, if decision makers i
Page 45 and 46: Tourism In general, the rather low
Page 47 and 48: Tourism between different sub-secto
Page 49 and 50: Tourism Exhibit 3-15: Online cooper
Page 51 and 52: Tourism Exhibit 3-17: Adoption of e
Page 53 and 54: Tourism tourism sub-sectors covered
Page 55 and 56: 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
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Tourism Instead of reducing costs f
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Tourism Whereas today, the visible
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Tourism way Accor adopted a two-tie
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Tourism 4.2 Dynamic Packaging 4.2.1
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Tourism The legal dimension, which
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Tourism No such solutions can be fo
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Tourism DP Market All market observ
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Tourism CASE STUDY: IMPLEMENTING DY
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Tourism Exhibit 4-16: Technology bu
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Tourism References Research for thi
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Tourism continue to operate, as the
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Tourism Exhibit 4-18: Customer driv
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Tourism References Research for thi
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Tourism customer uptake is expected
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Tourism such as Germanwings, Hapag-
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Tourism Intermediaries in ticket sa
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Tourism ticket.” (Matthias van Le
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Tourism terms of a considerable red
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Tourism CASE STUDY: ICT-DEPLOYMENT
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Tourism Encouraging passengers to t
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Tourism CASE STUDY: E-TICKETING AT
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Tourism e-Business activities SN Br
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Tourism implementation of a dedicat
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Tourism The case study about SN Bru
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Tourism Exhibit 5-1: Perceived over
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Tourism The influence of outsourcin
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Tourism Exhibit 5-4: Companies obse
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Tourism figures are considerably ab
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Tourism Background information: Mic
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Tourism mere availability of multip
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Tourism ICT impact on competition E
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Tourism 5.2.1 Policies to counterac
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Tourism loans, venture capital or p
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Tourism References Books and scient
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Tourism Röglein, D.; Rodriguez, M.
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Tourism Reise & Preise online (2004
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Tourism Annex I: The e-Business Sur
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Tourism Fieldwork Fieldwork was coo
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Tourism Feedback from interviewers
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Tourism The use of filter questions
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Tourism The e-Business Scoreboard 2
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Tourism Annex II: Expanded Tables -
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Tourism Exhibit A2-2: Demand for IC
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Tourism Exhibit A2-4: Companies rec
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Tourism Annex III: Glossary of Tech
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Tourism Modem MRO goods OOS Process
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Contact information: European Commi
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