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

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Tourism e-Business Index and Scoreboard 2006 50 D.1 D.2 C.4 D.3 C.3 D.4 C.2 A.1 C.1 e-Business Scoreboard 2006 A.2 B.4 Max Average Tourism A.3 B.3 A.4 B.2 B.1 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 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 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 based on data in % of firms (emphasizes activity in smaller companies) e-Business Index 2006 (based on 16 component indicators of the Scoreboard) based on employment-weighted data (places a higher weight on activity in larger firms) 0 20 40 60 80 100 0 20 40 60 80 100 Telecom 100 Telecom 100 Hospitals (*) 94 ICT manuf. 92 Shipbuilding 83 Hospitals (*) 80 ICT manuf. 81 Pulp & paper 75 Electronics 72 Electronics 72 Pulp & paper 61 Tourism 70 Tourism 56 Shipbuilding 69 Construction 46 Food 64 Food 40 Construction 45 Footw ear 38 Footwear 42 (*) The index for the hospital sector is not fully comparable to the other industries, as there are only few micro and small organisations in this sector. Thus, the apparently more intensive use of ICT is largely an artefact of the specific structure of this sector. When comparing only the large enterprises and organisations, hospitals would not be within the top rank. Source: e-Business W@tch (Survey 2006) 50 See Methodology Annex for information about the structure and computation of the scoreboard. 74
Tourism In 2006, results for some indicators were broken down by different sub-sectors of tourism. Findings show that the picture for the three sub-sectors studied (accommodation providers, gastronomy, travel agencies and tour operators) is very complex, with enormous variations for individual indicators (see e.g. Exhibits 3-1, 3-6, 3-13, 3-17, 3-20, 3-26 or 3-28). Overall, travel agencies and tour operators seem to be the strongest adopters of ICT and e-business, followed by the accommodation sector. For most indicators, gastronomy is scoring below these two other sub-sectors, although the results for many indicators are not as low as would have been expected. Companies with broadband internet access: The uptake of broadband internet connections in tourism companies is similar to the average in the 10 sectors surveyed. On average, micro enterprises in tourism show a stronger penetration with broadband than their counterparts from other economic sectors. Yet, the overall internet connectivity in the sector is somewhat below the average of the 10 sectors, i.e. there is still a considerable number of “internet deniers”. Small base of ERP systems: The overall uptake of ERP (enterprise resource planning) systems - an important backbone for B2B integration and cooperation - is low in the sector; only large tourism enterprises show a higher uptake of ERP systems. Online procurement activity is significantly less developed than in other sectors studied. Yet, the results differ considerably between sub-sectors: Travel agencies and tour operators are rather strong adopters of e-procurement and the accommodation sector is very close to the average of other economic sectors, while in gastronomy online procurement activities are poorly developed. Online marketing and sales are the applications responsible for the common perception that “e-tourism has taken off”. This is true especially for the area of B2C, and with major empirical evidence for the accommodation sector as well as for customer-facing e-business activities of travel agencies and tour operators. Customer expectations and gaining competitive advantages – the main drivers: The comparatively high relevance of e-business activities in the area of B2C corresponds with the companies’ perceived major influence of customer expectations. Furthermore, gaining competitive advantages is still one of the most important drivers of e-business adoption. Interestingly, this holds true for the whole spectrum of company size classes. Size and cost – the main barriers: Companies that do not practice e-business see two main barriers that prevent them from doing so: they feel that their company is "too small" for doing e-business, and that they cannot afford the required technologies. Other barriers (e.g. security concerns, lacking compatibility of technologies) are perceived as less relevant. 75
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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
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
Page 57 and 58: Tourism Exhibit 3-22: Main location
Page 59 and 60: Tourism companies which have their
Page 61 and 62: Tourism 3.6.1 Companies receiving o
Page 63 and 64: Tourism whether they used rather "s
Page 65 and 66: Tourism 3.6.2 e-Integration of mark
Page 67 and 68: Tourism 3.7 ICT and Innovation To e
Page 69 and 70: Tourism 3.8 Drivers and Inhibitors
Page 71 and 72: Tourism 3.8.2 Barriers to e-busines
Page 73: Tourism 3.9 Summary of the quantita
Page 77 and 78: Tourism abandonment of paper ticket
Page 79 and 80: Tourism savings to the consumers; c
Page 81 and 82: Tourism 4.1.4 Growth, mergers and a
Page 83 and 84: Tourism CASE STUDY: RE-INTERMEDIATI
Page 85 and 86: Tourism Exhibit 4-3: The booking re
Page 87 and 88: Tourism situated in attractive and
Page 89 and 90: Tourism CASE STUDY: SUCCESSFUL INTE
Page 91 and 92: Tourism rural tourism to flourish a
Page 93 and 94: Tourism LCTA was very successful in
Page 95 and 96: Tourism CASE STUDY: RE-INTERMEDIATI
Page 97 and 98: Tourism of about 2.2%. Its main com
Page 99 and 100: Tourism Enhancing real-time vacancy
Page 101 and 102: 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
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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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