Automation in the travel industry

The travel industry world wide has often found itself the guinea-pig for innovations in information technology; yet at the same time it is an industry highly suited to, and in need of, the advantages that technology can bring. Ron Booth, who is proprietor of a travel agency in Liverpool and Chairman of the Technology Committee of the Association of British Travel Agents, discusses the impact of automation on the travel agent.     

Ken-Air Tours—The volatile tourism market in Singapore

Tourism is a key industry in the economy and it is expected to play a key role in the service industry sector. Because of the growing adoption of information technology in the world, the tourism industry too, has been in utilizing the information highway to redefine and deliver the tourism product to the end consumers.Because of the shift towards information technology, the travel agent's traditional roles as an intermediary has come under severe pressure and is currently challenged to its existence. The demise of Ken-Air Tours, a large player in the travel agency industry in Singapore, is the focus of this report and the impact of the emphasis on technology is investigated and discussed.     

Beyond Adoption of Travel Technology: Its Application to Unplanned Travel Behaviors

The ultimate goal of information distribution for a destination marketer is to stimulate travelers to make a purchase decision. Today, travel information can be obtained by travel technology, which enables travelers to exploit on-the-move information. Navigation services for travel technology are being more broadly used across the globe by providing a wide range of en route information. This study evaluates the effects of travel information disseminated by navigation services on unplanned behaviors during trips. The results of the study illustrate that travelers who use navigation during trips are more likely to be involved in unplanned activities and, hence, will have an increase in unplanned travel expenditures. Destination marketers can partner with travel technology providers to encourage better travel experiences for tourists and generate more travel revenues for the tourism industry.     

境外信息技术与旅游的交叉研究进展——基于ENTER会议文献集(2005~2012)的统计分析

在信息通信技术与旅游业发展日益紧密结合的背景下,国际信息技术与旅游业联盟(IFITT)应运而生,并展开了一系列相关交叉研究。作为探讨信息和通信技术在旅游行业中应用与影响的组织,IFITT每年召开的ENTER会议是西方相关学者交流的重要平台。文章以ENTER会议论文集(2005～2012)为研究对象,从文献的时间分布、作者及机构、所属国家/地区、研究议题、演进规律等方面来展现国外信息技术与旅游的交叉研究现状和发展轨迹,并进一步归纳出国外旅游与信息技术交叉研究发展特点,并提出研究展望,以期为国内相关研究提供参考。     

The Impact of the Internet on Travel Agencies in Hong Kong

Abstract

In recent years, the travel and tourism industry has begun to develop Internet applications more extensively. Many travel service suppliers, such as hotels and airline companies, already use the Internet as a direct channel for customer reservations. The integration of the Internet into the travel and tourism industry, however, presents a challenge towards the traditional role of travel agencies. The purpose of this study is to find out what impact the Internet has on travel agencies in Hong Kong. Outcomes of this research indicate that travel agents generally have positive attitudes towards Internet applications, and the potential threat-disintermediation-has not yet affected the travel industry. Travel agents believe that they can take advantage of the Internet technology to provide value-added services for their customers. Outcomes of the present study also indicate that there are significant relationships between company size, age and some Internet attributes. Travel agencies should therefore pay more attention to these attributes when adopting Internet technology.     

Tourism and information technologies

The apparent mismatch between tourism and technology can be reconciled by a closer examination of the tourism production system (TPS) and the technologies likely to affect it. It is found that a whole system of information technologies (SIT) is being adopted by all segments of the travel industry. The SIT, however, will not attack the human content of tourism. Rather, it will affect the core information-intensive areas of management, organization, product blending and packaging, marketing, distribution and industry linkages. Factors likely to affect the diffusion of the SIT in tourism are identified. Implications of technology adoption for future organization, management, and distribution of tourism services are drawn out.     

旅游者投诉和防范研究

旅游者投诉是反映旅游服务质量的重要指标，旅行社在旅游业中所处的龙头地位和纽带作用决定了它是旅游者投诉的重点。本文通过对目前旅游者投诉的特点及旅行社防建旅游者投诉的难点等问题的调研分析，提出了旅游者投诉的防范措施：加强“依法治旅”；提高大众媒体的自律性；建立行业预警制度；严格旅行社的内部控制。     

Identifying value conflicts between stakeholders in corporate travel management by applying the soft value management model: A survey in South Africa

Four stakeholders are involved in corporate travel: management, travellers, travel suppliers and travel management companies. A successful corporate travel management process is dependent on cohesion of values between these stakeholders and pursuit of common goals. Value conflicts can influence the effective management of the process. The purpose of the study was to propose a model which recognises value conflicts, the interdependence of stakeholders and incorporates common goals. The so-called ‘Soft Value Management Model’ was selected and conceptualised in the context of corporate travel management. This study defined and surveyed each stakeholder group in terms of their values and objectives on travel management information; travel policy and compliance; travel management company partnerships; and travel expenditure processing. Quantitative and qualitative techniques were used. The results show that value conflicts exist between stakeholders. The model provides a theoretical foundation against which an effective travel management process can potentially be measured.     

Partnerships in International Travel and Tourism Marketing: A Systems-Oriented Approach Between Australia,New Zealand,Germany and the United Kingdom

Abstract

Little empirical research has been conducted about international partnerships between travel and tourism organisations, airlines and their intermediaries such as wholesalers and travel agents. Nevertheless, these partnerships are important because tourism is becoming more international and most destinations have to compete at a global level. Moreover, both producers and intermediaries are increasingly using information technology to increase their knowledge and relationship with customers. Thus this research set out to develop and empirically confirm a systemic model of these partnerships and four related research objectives. The methodology involved multiple case studies based on in-depth interviews with key players in Australia, New Zealand, the United Kingdom and Germany. The first outcome is a confirmation of the systemic model. In addition, the findings show the reasons for engaging in partnerships and the scope for further partnerships among the industry players. As well, the findings show that while ‘disintermediation’ may occur because of the advancement of communication technology, the linkages between travel and tourism organisations, airlines and intermediaries are still significant. Our framework can assist public and private travel and tourism organisations to mutually develop and manage marketing strategies and tactics for overseas markets.     

The image of the Third World in tourism marketing

The disparity between advertised image and reality has long been of interest to geographers concerned with settlers to or travelers in a new land. The new persistence of distortion is clearly manifest in the surprise and dismay that international tourists frequently experience when traveling in developing countries. The tourism industry continues to portray these places as “paradise,” “unspoiled,” “sensuous,” or other distortions, presumably to compensate for the obvious poverty beyond the hotel or sightseeing bus. The purpose of this paper is to discuss the inability of the tourism industry to represent destinations as real places. Themes and biases in advertisements, travel journalism, and the travel trade press are examined. It is maintained that the use of distorted imagery has adverse impact on the quality of the visitor's experience and on the receiving society. The disparity in image is increasingly assailed by local and foreign critics of mass tourism, yet public administrators are reluctant to force modification of the message. Some alternatives, including information and advertisements already in use, are presented.     

Uncovering Critical Success Factors for Business-to-Customer Electronic Commerce in Travel Agencies

Economic growth and information technology development has stimulated customer demand for foreign travel. In an intensely competitive and dynamic travel market, it is necessary for travel agencies to adopt innovative forms of information technology in order to survive and flourish. Travel executives are thus looking for an effective and efficient means to intelligently manage business-to-customer electronic commerce (B2C e-commerce) information technology applications in order to obtain and maintain sustainable competitive advantages. To this end, this study applies the multiple criteria decision-making (MCDM) method to examine consumer adoption of e-commerce. The results show that the critical success factors are associated with product information (product context) and system security (system context)—such as product content, privacy policy, purchase procedure, and product pricing. It is anticipated that by focusing on these key drivers when creating their main marketing strategies, travel agencies will be able to develop and facilitate B2C e-commerce transactions.     

旅游信息服务视阈下的智慧旅游慨念探讨

智慧旅游的丰富实践使研究者不断思考“什么是智慧旅游”的问题,而对这个基本问题虽有很多解答但仍然需要进行探索。文章试图通过对国内外有关智慧旅游的概念进行了梳理,建立起以旅游信息服务为基础的智慧旅游的基本概念,即把智慧旅游定义为旅游者个体在旅游活动过程中所接受的泛在化的旅游信息服务。该定义旨在强调智慧旅游以旅游者个体为核心、以信息服务为载体的支撑体系,以泛在化作为核心内涵,以旅游者行为方式、旅游业营销方式、管理方式和服务方式的根本性变化为主要外延,并据此对国内外智慧旅游概念进行了全面评价。文章的价值在于将智慧旅游的概念与旅游信息化（特别是旅游信息服务）有机结合,既承上启下又能开启智慧旅游发展的新思路。     

Visitor attendance motivations at consumer travel exhibitions

This study identifies the major motivations of visitors for attending consumer travel exhibitions and segments visitors based on their motivations. The findings suggest that visitors to consumer travel exhibitions have multiple motivations: acquiring purchase information, being attracted by the theme, or being encouraged to visit by media coverage. Half of the visitors perceived travel fairs to be an important distribution channel through which they could get special deals on travel to desirable destinations (or at least sourcing information on travel). It seems likely that consumer travel show attendance may be closely linked with the individual leisure desires of the visitor. The study suggests two clusters: 1) Shopper cluster whose major motivation is purchasing and 2) Total Visitors whose motivation is to undertake an ongoing information search and attend seminars to maintain their awareness of new trends with the tourism industry.     

近十年国外旅游推荐系统的应用研究

利用网络进行在线信息搜索已成为旅游者在旅游前获取信息的主要渠道,然而随着互联网的普及发展以及电子商务网站的兴起,旅游者常常被淹没于大量的信息搜索和产品选择当中,而旅游推荐系统则是解决信息超载问题的有效方法。文章通过国外近十年的相关文献的收集整理,对旅游推荐系统的概念、应用及发展现状进行了分析,并重点对旅游推荐系统中的关键技术运用等进行了综述,指出旅游推荐系统应用的复杂性与特殊性,以及在旅游推荐系统中单纯利用基于协同过滤或基于内容过滤的技术的限制性而更多地采用基于知识的及混合的方法;探讨了旅游决策理论在推荐系统中的作用与应用;最后提出了旅游推荐系统的一般模型及未来研究热点,以期对国内旅游推荐系统的研究与应用有所借鉴。     

The consequences of forty years of tourism growth

Leisure travel has become a major lifestyle in the United States since World War II. This paper describes the social, economic, and technological changes that have been adopted by the industry and society during three eras of travel evolution. A synoptic view of the development of travel is provided by a review of five travel industry components: transportation, attractions, facilities and services, information, and the consumer. Emphasis is placed on the consequences of the adoption of major social and technological innovations that have impacted this vibrant industry and will continue to do so in the future. The paper concludes with eight observations on the present and future status of leisure travel in the United States.     

Marketing Ecotourism Through the Internet: A Case of Ecotourism Business in Thailand

The advance of Internet technology is having a profound impact on the traditional modes of selling tourism products and contributing to the growing importance of online marketing of the travel and tourism industry. In the case of ecotourism, studies examining Internet-based ecotourism marketing are still limited. This study aims to examine how ecotourism business is marketed through the Internet by focusing on Thai ecotourism business. Subjects investigated are travel business members listed on the website of the Thai Ecotourism and Adventure Travel Association (TEATA). Data are qualitatively analyzed using content analysis to examine marketing and ecotourism web-based context promoted through the Internet. The results indicate that the travel companies examined in this study provide a variety of products and services to meet the diverse travel needs and preferences of tourists. When examining the web-based ecotourism marketing, most businesses provide insufficient marketing and ecotourism information to promote ecotourism experience. In particular, ecotourism messages they provide are only partially aligned with ecotourism principles. Recommendations are given for improving online ecotourism marketing to better satisfy tourists' needs and expectations.     

Making tourism more supportive of small state development : The case of St. Vincent

Britton, Robert A., “Making Tourism More Supportive of Small State Development: The Case of St. Vincent,” Annals of Tourism Research, Vol.IV, No. 5, May/September, 1977, pp. 268–278. With few resources and alternate sources of income, most Caribbean islands depend at least partially on tourism for foreign exchange and employment. The development of tourist facilities, however, has usually been controlled by the metropolitan travel industry rather than island people. High technology tourism is seen as inappropriate for underdeveloped islands. Capital- and energy-intensive hotels with high import requirements contribute little except poorly paid employment to the local economy. Enclaves of luxury surrounded by poverty produce deleterious social and cultural effects.     

The critical success factors for a travel application service provider evaluation and selection by travel intermediaries

Current application service provider (ASP) is an emerging type of information technology outsourcing service that offer a comprehensive of information technology services for small and medium-sized enterprises (SMEs) to obtain information capabilities and maintain competitive advantage. Although numerous academics and practitioners have recognized the importance of information service suppliers, few studies has been conducted on decision analysis related to an ASP selection. Thus, this study combines two multiple criteria decision making tools to develop a multifaceted evaluation framework and identify the critical success factors (CSFs) for an ASP adoption by travel intermediaries in Taiwan. The empirical results implied different types of travel operations have different evaluation considerations for an ASP adoption. Travel intermediaries can devote to their core competencies, and acquire information support services through an ASP. On the other hand, ASPs can use differentiation strategies and allocate limited resources through focusing on these CSFs to enhance inter-organizational collaboration in travel supply chain.     

Blockchain technology framework: Current and future perspectives for the tourism industry

Blockchain's ability to increase the level of disintermediation in tourism represents this technology's most effective influence on the industry. The advent of online travel agencies has changed tourism's market structure by transferring power from suppliers to consumers. This paper aims to develop a blockchain-based framework for the tourism industry by employing a qualitative method that uses the semi-structured interview to determine how domain experts conceive the future of intermediaries were the tourism industry to adopt blockchain technology. The results show that when taking into account blockchain's influence on businesses, blockchain is considered an appropriate technology for eliminating mediators from the tourism industry's supply chain and also for banning new mediators from gaining access to this industry, thereby removing intermediaries from the tourism market.