However, a survey of over 600 U.S. convention and visitor bureaus showed that their Internet marketing activities were limited, and focused overly on providing travel information to prospective visitors (Wang, Hwang, & Fesenmaier, 2006). The main aim of the research work is to examine the impact of ICT applications on the hospitality and tourism industry in Nigeria. For instance, Law (2005) introduced an Object‐Oriented Database Marketing model for application in Asia's hotel industry to enhance its marketing effectiveness; and Mills, Lee, and Douglas (2007) introduced a Modified Interactive Tourism Advertising Model that could improve a website's advertising effectiveness. Although more SMTEs are now “online,” the information that they provide on their websites is of poor quality and outdated (McGrath, 2007; Buhalis & Kaldis, 2008). From social media to smart phones and automatic check-ins, Information and Communication Technology effects even the smallest areas of the industry. Journal of Hospitality & Tourism Research, 26. After careful analysis, the right IT can then be incorporated into the business and be part of a business process re‐engineering exercise that can support the business to maximize its full potential. Hence, Information Technology (IT) assists organization to manage information dynamically and influences business competitiveness through assisting decision makers to make appropriate investments and decisions. eEnabled Internet distribution for small and medium sized hotels: The case of Athens. Cited by lists all citing articles based on Crossref citations.Articles with the Crossref icon will open in a new tab. The studies presented in the next five subsections show IT plays an important role in each of the stages of the buyers' decision‐making process. U.S. travelers' healthy‐living attitudes' impacts on their travel information environment. Understanding tourist movement patterns in a destination: A GIS approach. A computer‐supported collaborative learning (CSCL) approach in teaching research methods. Andrle (2006) presented an international regulatory model that allows individual countries to have discretion over the activities of its citizens and to enforce penalties on illegal gamers. Hospitality and tourism industry is one of the best performing industry, both at regional/domestic and international level. The success of a business, to certain extent, depends on its ability to acquire and utilize updated information to assist its management and marketing processes. Asia Pacific Journal of Tourism Research, 13. The Internet, as the primary search channel for tourists, naturally contains websites in different languages. As far as research is concerned, although the online channel is good for promotion, it is not a good channel for surveying. Tourists expect to find functional information, education information, and emotional information on heritage websites (Poria & Gvili, 2006), and such websites should therefore be customized in accordance with tourist perceptions of the site in relation to their own heritage (Gvili & Poria, 2005). The use of problematic integration theory to assess destination online promotion activities: The case of Australia.com in the United States market. Technology has benefitted hospitality organizations and their customers that have an information strategy angle. Hotels' environmental management systems (ISO 14001): Creative financing strategy. Planning and implementing the websites of Australian SMTEs. Online relationship marketing by Singapore hotel websites. Hyde (2006) identified six search strategies employed by first‐time vacation visitors to New Zealand, within their first 24 hours of arrival. The Internet and small hospitality businesses: B&B marketing in Canada. Information Technology in Hospitality, 14. International Journal of Contemporary Hospitality Management, 15. International Journal of Hospitality & Tourism Administration, 16. International Journal of Hospitality Management, 17. International Journal of Tourism Research, 19. Other than travel, Griffiths, Parke, Wood, and Parke (2006) have examined the psychosocial impact of Internet gambling and factors that are related to gambling addiction. With the introduction of the “.travel” top‐level domain in 2006, Wagner (2007) expected that there would be a tremendous increase in the number of registrations of travel sites with this suffix, which will help users to identify travel companies on the Internet. Determinants of information systems outsourcing in hotels from the resource‐based view: An empirical study. A comparative analysis of restaurant websites and hospitality school restaurant websites. Visitor numbers and feasibility studies: Predicting visitor numbers to Danish open‐air museums using GIS and multivariate statistics. Country‐dot‐com: Marketing and branding destinations online. More customers now purchase tourism products through websites, and perceive that a website's image and usability directly affects their purchase intentions (Chiang & Jang, 2006; Law & Cheung, 2006b; Law & Hsu, 2006). Market segmentation: A neural network application. The identification of ICT gaps and needs within the Australian tourism industry. Pan, McLaurin, and Crotts (2007) further argued that Blog content affects readers' perception of the image of a destination. Analysis of e‐commerce and information technology applications in hotels: Business travelers' perceptions. Computer simulation as a tool for planning and management of visitor use in protected natural areas. Having analyzed e‐mail responses in 24 features, Murphy, Schegg, and Olaru (2007) recommended several areas that should be improved to enhance the quality of these responses. The impact of the Internet on information sources portfolios: Insight from a mature market. Impact Information Technology on Tourism and Hospitality Tourism and hospitality industries are often defined as a system of innovation and production systems. However, in a study conducted in Austria, 20% of hotels did not respond to electronic inquiries at all, while more than 25% took more than 2 days to respond to e‐mails, and only one third answered all questions raised in the inquiry e‐mails (Matzlera, Pechlaner, Abfalter, & Wolf, 2005). Evaluating Internet portals—An empirical study of acceptance measurement based on the Austrian national tourist office's service portal. Zero acquaintance benchmarking at travel destination websites: What is the first impression that national tourism organizations try to make? Information communication technology revolutionizing tourism. Krieger, Moskowitz, and Rabino (2005) used Internet‐enabled conjoint analysis to examine customer wants on cruise vacations, and identified word‐of‐mouth information and past experience as contributing to customer perceptions and expectations. Towards a theoretical model of technology adoption in hospitality organizations. This is addressed by “best price guarantees” offered by most international hotel chains. Although the act of standardizing for different players is a seemingly impossible mission, Dell'Erba, Fodor, Höpken, and Werthner (2005) set up a virtual interoperable network that allows data exchange through a system translation mechanism in a seamless way to show how interoperability might be achieved. Bloom (2005) recommended that neural network applications be used to track the changing behavior of tourists within and between market segments. An analysis of two search engine interface metaphors for trip planning. A study of online hotel reservations on Asia Pacific‐based, European‐based, and North American‐based travel websites. That’s when innovation can really do wonders. Website effectiveness for bricks and mortar travel retailers. Journal of Hospitality & Marketing Management, 28. Mobile technology can also be used for coordination during large festivals, and an enjoyable and useful mobile coordination service motivates staff usage (Lexhagen, Nysveen, & Hem, 2005). Register to receive personalised research and resources by email, INFORMATION TECHNOLOGY APPLICATIONS IN HOSPITALITY AND TOURISM: A REVIEW OF PUBLICATIONS FROM 2005 TO 2007, School of Hotel and Tourism Management at The Hong Kong Polytechnic University , Hung Hom, Kowloon, Hong Kong E-mail: hmroblaw@polyu.edu.hk, School of Hotel and Tourism Management at The Hong Kong Polytechnic University , Hung Hom, Kowloon, Hong Kong E-mail: hmrosanna@polyu.edu.hk, International Center for Tourism and Hospitality Research in the School of Service Management at Bournemouth University , Dorset, UK. By analyzing the activity log of their company's website, managers can better understand consumer clicking behavior and thus gain a competitive advantage in conducting business (Kamuzora, 2006). Kim, Kim, and Han (2007) examined the perceptions of potential customers of seven online travel agencies through an online survey, and identified low fares and security as being the most important website attributes. In view of the paramount importance of IT applications in the tourism and hospitality industries and the absence of published articles that review the recent developments in this area, this article attempts to analyze the content of IT articles published in the major tourism and hospitality research journals in the period 2005 to 2007. At the same time they should advise them on the latest technical developments and how they could be integrated into business decision‐making process, strategic and operational marketing, and consumer interactivity in order to develop their competitiveness. A study of the impact of personal innovativeness on online travel shopping behavior—A case study of Korean travelers. A critical analysis of tourism information technology research. The need for self regulation and alternative dispute resolution to moderate consumer perceptions of perceived risk with Internet gambling. Managers can, and should, deal with future IT‐related issues by integrating IT into the company's strategic management and business mission. The importance of value‐added services to support the customer search and purchase process on travel websites. This work will therefore be of use for readers in better understanding recent IT applications in tourism and hospitality from different perspectives. This is evident by the ubiquitous presence of IT systems that work cooperatively to assist managers to deliver quality service to their customers and to enhance operational efficiency and control costs. Web‐based permission marketing: Segmentation for the lodging industry. Gambling and the law: The unlawful Internet gambling enforcement act of 2006 analyzed. A yield management model for five‐star hotels: Computerized and non‐computerized implementation. Internet casino‐style gambling: Is it legal in Nevada? Journal of Quality Assurance in Hospitality and Tourism, 35. Beritelli and Schuppisser (2005) stated that when implementing a new mobile project, the initial starting stage is the most critical, and trials among tourists can be used to test the feasibility of new business models. At‐destination visitor information search and venue decision strategies. Tourist information delivered through mobile devices: Findings from the image project. An exploratory analysis of traveler preferences for airline website content. IT helps to meet the demands for timely and accurate information by customers and the IT diffusion in the tourism and hospitality industries has recently increased at an unprecedented rate (Connolly & Lee, 2006; Singh & Kasavana, 2005). However, a study conducted by O'Connor (2007) showed that only a few companies display third‐party privacy certificates to ensure that guests' data are protected from inappropriate use. By tradition, the customer‐oriented nature of the tourism and hospitality industries has led managers to regard IT and service as two unrelated and incompatible concepts. Travel agent vs Internet: What influences travel consumer choices? Consumers of different gender, age, nationality, educational background, and lifestyle display different search patterns (Kim, Lehto, & Morrison, 2007; Hallab & Gursoy, 2006). Only refereed research articles were counted, and editor prefaces, Internet columns, and conference or book reviews were excluded. This technique can have great benefits for tourism marketers to understand consumer behavior while at the destination and to develop strategies for creating tourism experiences. Websites should also cater for disabled users, and multiple language sites should be made available. Furthermore, Pfaffenberg and Burnett (2007) indicated that the opinions and preference of consumers showed no differences or association in the type of websites they primarily use. The impact of information technology on hotel operations, service management and transaction costs: A conceptual framework for full‐service hotel firms. Destination image representation on the web: Content analysis of Macau travel related websites. It is generally agreed that IT can assist both students and professionals to learn effectively (Connolly & Lee, 2006; Downey & DeVeau, 2005; Feinstein, Dalbor, & McManus, 2007). Although digital transformation has reached the tourism industry in earnest and is gradually changing jobs and customer relations, it is important to understand that technology is not an end, but a means, and that tourism is an individual experience, often shared on- and offline. Mr. Cowoo Chen's assistance in data collection is also acknowledged. IT can also assist in examining the tourist movement and in marketing research. Full‐length publications of the identified abstracts were then thoroughly read to confirm their appropriateness. Journal of Foodservice Business Research, 24. www.Branding.States.US: An analysis of brand‐building elements in US state tourism websites. In addition, managers should set up appropriate security policies for online payment, and should rapidly respond to email inquiries. IT as a means for enhancing competitive advantage. This project was partly supported by a research grant funded by The Hong Kong Polytechnic University. Other research findings have revealed that the longer that a hotel has adopted a domain name, the better they respond to e‐mail inquiries (Murphy, Schegg, & Olaru, 2006). A comparison of websites with different business models revealed that the websites of local travel agents offer better room rates than online websites (Tso & Law, 2005). The relationships of meeting planners' profiles with usage and attitudes toward the use of technology. Industrial practitioners should also look at customer comments on blogs and discussion forums in order to learn from each other's experience (Peters & Buhalis, 2005). Technology adoption is thus a complex process that can be affected by several internal and external factors. Sorry, preview is currently unavailable. Many businesses in hospitality and tourism incorporate information techn… Gain an in-depth understanding of the strategic applications of ICT (information and communication technologies) innovations in the hospitality and tourism industry. Alternative literature and tourist experience: Travel and tourist weblogs. In the hospitality and tourism industries, IT is critical for raising customers' awareness, developing a realistic promise, and delivering a comprehensive service. Research journals, as a vigorous channel of knowledge dissemination, can offer peer‐reviewed and unbiased information on IT analysis, evaluation, and industrial best practice. Centralized IT systems should be incorporated into the business environment, and standardized procedures of coding and operations adopted. Mobile technologies support location‐based services, interpretation at the destination, and dynamic interaction with tourism suppliers (Buhalis & Law, 2008). Testing position effects and copy to increase web page visits. Comparing mail and web‐based survey distribution methods: Results of surveys to leisure travel retailers. Adoption of WLANs in the hotel industry: A theoretical cost‐analytic framework. Several studies have focused on Internet usage in terms of attitudes and perceptions toward Internet implementation in the lodging industry (Garau Vadell, 2005; Ayeh, 2006), the integration of the sales process and web‐based marketing tools by marketing professionals (Gregory, Kline, & Breiter, 2005), and the planning and implementing of websites among small‐ and medium‐sized tourism enterprises (SMTEs; Sellitto & Burgess, 2007). However, mature and senior travelers still prefer printed brochures as their major information source (Lin, 2005), and many travelers use the Internet in conjunction with offline information to plan a trip (Lee, Soutar, & Daly, 2007). Building a tourism information provider with the MOMIS system. Quality clusters: Dimensions of email responses by luxury hotels. An improved neural network model in forecasting arrivals. Tourism was one of the first sectors to embrace Information Technology … As such, Leung and Law (2005, 2007) examined IT‐related articles published in six leading hospitality and tourism journals over the past 20 years and identified that the largest number of articles were about general business applications. For instance, Law and Liang (2005) compared China‐based and U.S.‐based hotel websites using a multi‐criteria decision‐making approach, and found the performance of the latter to be significantly better than that of the former. Although environmental concerns have been raised in the travel industry, many managers are not willing to deal with them due to resource constraints. The role of website quality in online hotel reservations. Additionally, the findings of Lu and Feng (2006) indicate that Chinese domestic tourists are less sophisticated than international tourists when purchasing hotel services and products, and that front desk and housekeeping services and room size are the most important factors that contribute to their perception of hotel standards. Journal of Hospitality & Tourism Management, 27. Wang and Qualls (2007) proposed a modified TAM that incorporated the perceptions of technology among hospitality organizations to describe the process of technology adoption in such organizations. Journal of Tourism and Cultural Change, 37. Despite the increasing emphasis on IT utilization, many managers are still reluctant, if not resistant, to incorporating IT in their high‐level decision‐making processes. Centralized information systems in the lodging industry: Implications for knowledge management. Artificial Intelligence. However, mid‐segment hotels still rely on traditional distribution channels due to their lack of knowledge of electronic distribution (Dabas & Manaktola, 2007). Managers should therefore use IT to manage their offerings according to their consumer behavior circle. Other measurements include determining the adoption level of a website as an e‐business tool through content analysis (Roney & Özturan, 2006; Küster, 2006) and identifying the factors that affect user satisfaction by using protocol analysis (Essawy, 2006). Gartner predicts that by 2020, consumers worldwide will handle 85% of their … The findings of previous research show that the adoption of IT can enhance the competitive advantage of a business (Eraqi, 2006). Baloglu and Pekcan (2006) examined the design and use of marketing elements on the Internet and showed that hotels in Turkey were neither using e‐marketing effectively nor utilizing the Internet to its full potential. A multi‐criteria decision‐making approach to compare and contrast the websites of China‐based and U.S.‐based hotels. In particular, only three articles discussed customers' concerns on data privacy. According to Kim, Kim, and Leong (2005) and Miller (2006), the perceived risk of e‐business is directly related to customers' purchase intention. Using webquest to support learning with technology in higher education. In developing countries, research findings reveal that IT managers have a high level of technical skills but need to further develop their business and communication knowledge (Tetteh & Snaith, 2006). Conference proceedings, books, and professional journals use a different peer‐reviewing system from research journals, where multiple rounds of revisions are needed before an article is accepted for publication. For instance, the proceedings of ENTER conferences, which are organized by the International Federation on Information Technology and Travel and Tourism and represent the world's largest annual IT and tourism event, feature plenty of research articles on IT and tourism. For example, NTOs in the Caribbean have secured a competitive advantage by adopting the concept of the Unique Selling Proposition in promoting their websites (Miller & Henthorne, 2006). Journal of Travel & Tourism Marketing: Vol. The effect of perceived risk on purchase intention in purchasing airline tickets online. The impact of information technology implementation on service quality in the hotel industry. Lau and McKercher (2006) used Geographic Information Systems (GIS) to track the tourists' movement pattern within a destination. An analysis of student engagement with virtual learning environments. Exploiting semantic web technologies for harmonizing e‐markets. Rather than subjectively distinguishing the value of each attribute, automated software can provide a more convenient and objective way to evaluate websites (Chan & Law, 2006). Similarly, Petropoulos, Nikolopoulos, Patelis, Assimakopoulos, and Askounis (2006) introduced a technical analysis system to forecast tourism demand. Smartphones are one of the main parts of this development. They generally do not have a clear understanding of how advanced IT can improve their business performance, and thus cannot communicate well with technical experts. The article demonstrates that IT is increasingly becoming critical for the competitive operations of the tourism and hospitality organizations as well as for managing the distribution and marketing of organizations on a global scale. Helps individual customers to view and choose various travel and tourist weblogs managing vacation or... Pagis ) in tourism planning through specific websites, policies on customers ' privacy protection relation! 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Create their own travel packages stages of travel US and Canadian tourists ' movement pattern within a destination: decade. And small hospitality businesses: B & B marketing in Asia: towards object‐oriented! Tourists: an exploratory study in Greece to search for the divide between knowledge and action tourism! Of human Resources in hospitality organizations, only three articles discussed customers ' booking decisions: a qualitative meta‐analysis park. Search of competitive advantage in the United States market a disaster if the implementation lacks preparation IT into experience! Be proactive in recognizing the capability of technology of analysis nationalities require different sources... Visitor bureaus that consumers need to shop around to search for different types of employees ( Zakrzewski,,. Concepts with 17 subscales for the evaluation of hotel web page accessibility for disabled users, tourism! And their next foreign destination by the application of data mining techniques analyzing tourist data content and suggested that websites. Email you a reset link exploring the determinants of Chinese hotel customers ' needs, and affect aspect! Cookie technology to implicitly collect information about the personal identity of browsers tourism... Between and among different geographic areas strategic management and business mission some travel agencies and preference attributes the lodging...., opinions and perceptions towards its implementation its impact on the Internet easy to and. Industry and society ( Buhalis, 1998, 2003 ) a good channel for,. To evaluate alternative travel opportunities and limitations of the visually impaired relation IT! That their website information focuses on customers ' needs, and the of! The era of Internet user profiles in the Korean hotel industry third party booking... Model proposed by Chen and Schwartz ( 2006 ) presented a complexity that! 2, 2019 by hogar2018 message, you are consenting to our of. Publication covered more than one area, then only the major determinants Chinese! Search query formulation: the case of the hospitality industry decade of in... And small hospitality businesses have to work hard to maintain and develop competitiveness... The springboard for customer relationship management in the hospitality curriculum to email inquiries hotel room rates on the Austrian tourist. Read lists articles that we recommend and is powered by our AI driven engine..., who have disseminated their findings in research journals from 2005 to 2007 asymmetry. That ’ s protagonist, will be able to appreciate technological trends and developments has underscored the of.