Information and
Communication
Technologies
in
Tourism
Management Information Systems in Tourism
eTourism and Management
Management Information Systems (MISs)
Case study TourMIS
Case study T-MONA
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Role and Importance of ICT in Tourism
ICT usage has an impact on
Market structures of the tourism industry
Competitive position of market players
Optimal ICT usage is prerequisite for
competitiveness
Optimal ICT usage requires intellectual
and organisational change
Tourism organisations strongly depend on
the strategically right employment of ICT
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Indicators for ICT usage
Are up-to-date information critical for purchasing or
booking?
Is the choice of products huge and complex?
Is a price/service comparison with concurrence products
important?
Does the customer tend to fast and spontaneous
purchasing decisions?
Is a precise and prompt booking confirmation important?
Is a dynamic price determination possible or necessary?
Can the product attractiveness be increased by additional
information?
Can the customer be contacted directly or only via an
intermediary?
Exists a wide geographical despersal between suppliers
and customers?
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Success Factors in the Information Age
Information
Time
Individualisation
Strategy
Tourism
as information
business
Structure Culture
Fast reaction Trust
Optimisation of business processes Willingness to change
Communication Teamwork
Cooperation Customer orientation
(Schertler 1994)
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ICT Support
Individualisation
ICT systems support product differentiation
Detailed product information
Flexible & dynamic product creation
Reduction of transaction costs
Process optimisation and efficiency increasement
Disintermediation
Concentration and economies of scale
Information networks by cooperation
Virtual organisation as information network
Economies of scale and flexibility
Time and fast reaction
Provision of up-to-date information
Reduction of necessary time for search and booking
process
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Competitive changes by ICT
Bargaining power
Bargaining power of customers
of suppliers ICT increases market
ICT enables direct transparency (price
selling comparison)
(disintermediation)
ICT reduces customer
loyality
Competitive rivalry
between existing
organisations
ICT usage as central
success factor
Threat of Threat of
new entrants substitute products
ICT reduces market ICT replaces services
entrance barriers of intermediaries (e.g.
ICT supports vertical tour operators or
integration travel agencies)
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eBusiness Models & Strategic ICT Use
eBusiness Models in Tourism
E-Tailing (i.e. single hotel website or commission based portal
supports customer query, e.g. [Link],
[Link])
Infomediary (i.e. buyers & sellers gain info and do business,
e.g. [Link] , [Link])
Adverstising (i.e. search engines generate traffic and permit
customization, e.g. [Link])
Brokerage (i.e. market makers)
Marketplace exchange (e.g. [Link])
Demand collection (e.g. [Link])
Auctions (e.g. [Link])
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eBusiness Models & Strategic ICT Use
Strategic ICT Use
Value proposition (tourists benefit & role)
Management & re-engineering (cost structure & sources of revenue,
resources and assets)
Market Value Chain (linkages to online portals & e-commerce operators,
n/r/l PPP)
eMarketing (interaktive meta-market offer experience customization)
ICT investments (R&D, training, adequacy,TAM)
Consumers e.g. online
auction
New markets
e.g. DMS, online new players
plattform
Fixed network
structure
Inter-firm collaboration networks
e.g. SBN
Suppliers
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eBusiness Adoption and Impact
Online survey (Jan- March 2008)
managers of 3,600 hotels
E-Business Intensity- 723 completed questionnaires (20%)
Readiness-Impact Framework
equally distributed over whole of
(Fuchs et al. 2009)
Austria
Are Austrias hotel managers
unable to generate or to recognize
efficiency gains from ICT ?
Supplier relationships 4,00
e-Business Application Adoption Usage Intensity
Share (Mean) Marketing costs 3,70
Distribution via Online Platforms (OPLA) 96% 1.85 Procurement costs 3,70
Online Procurement (PROC) 88% 3.21 Labour productivity 3,60
E-Mail-Marketing (EMM) 87% 2.73 Costs of internal processes 3,50
Property Management System (PMS) 78% 2.37
Quality of relationship to partners 3,30
Costing & Accounting System (CAS) 78% 3.14
Websites with booking functionality (WBOOK) 68% 2.99 Tourist satisfaction 3,10
eCustomer Relationship Management (CRM) 67% 3.08 Quality of relationship to tourists 2,80
Intranet (INTR) 50% 4.00 Increased booking rate 2,40
Yield Management System (YMS) 42% 4.71 New guests 1,80
Enterprise Resource Planning System (ERP) 41% 4.86
0 0,5 1 1,5 2 2,5 3 3,5 4 4,5
Personal Information System (PIS) 40% 4.76
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Management Information Systems in Tourism
eTourism and Management
Management Information Systems (MISs)
Case Study TourMIS
Case Study T-MONA
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Management Information Systems
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Management Information Systems
MIS (Management information system)
Collection, provision and preparation of relevant
information for the management
eMarket analysis
eSatisfaction analysis
eCompetition analysis
eMarket potential analysis
eBenchmarking analysis
DSS (Decision support system)
Direct decision support for the management
Recommendation of optimal choice of action
Calculation of optimal problem solution
Simulation, linear programming, etc.
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MIS in Tourism
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MIS in Tourism
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MIS in Tourism
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eSatisfaction Analysis
IPA matrix based on self-stated importance
5,00
Accommodation 1
Explicit self-stated Importance
4,50
I. Concentrate here II. Keep up the good
work
4,00
7
Shopping Attractions (?) 2
3
Restaurants
3,50
4
Sports (?)
5
III. Low Priority
3,00 IV. Possible Overkill
6
Culture (?)
2,50 Wellness
3,6 3,8 4,0 4,2 4,4 4,6 4,8
Performance (Satisfaction)
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eSatisfaction Analysis
Penalty and Reward Indices for Tourist Satisfaction
Cluster 4
Highly Important Low Important Low Important
Performance Factor Basic Factor Satisfying Factor Satisfying Factor Basic Factor Performance Factor Performance Factor
0,15
Reward for Satisfaction
0,09 * 0,089 *
0,1
0,078 *
0,05
0,02 0,021
0,006
0,004
0
Accomm. Entertainment Destination Recreation Sports Shopping Restaurants
Penalty for Dissatisfaction
-0,029
-0,05
-0,036
-0,06 -0,065
-0,1
-0,087 *
-0,104 **
-0,123 ***
-0,15
Indices are standardized regression coefficients
Significance levels 10% * 5% ** 1% ***
[Link]
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eSatisfaction Analysis
[Link]
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eBenchmarking Analysis
Quality management and improvement technique
'standard against which something can be measured
or judged'
Measurement and improvement of an organisation's
performance against best in the industry to obtain
information about successful practices
Benchmarking types according objective
Performance benchmarking
Product and/or service comparisons (i.e. consumer
satisfaction) and analysis of operating statistics
Process benchmarking
Identifies efficient processes from many organisation
units that perform similar functions
Strategic benchmarking
Explores industries to identify winning strategies that
enabled high-performing companies to be successful
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eBenchmarking Analysis
Conventional benchmarking
Output 2
(e.g. satisfaction Destination B
with winter sport (Best-Practice)
facilities)
Destination A
Destination C
Destination D
Destination E
Output 1
(e.g. satisfaction
with accommodation)
Loss of destination profile
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eBenchmarking Analysis
DEA-based decision support
Output 2
(e.g. satisfaction
with winter sport
Destination B
facilities)
Destination C Destination D Destination E
Maximal performance
Destination F
Output 1
(e.g. satisfaction
with accommodation)
Fuchs/Hpken 2005
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eBenchmarking Analysis
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eBenchmarking Analysis
IT framework for DEA- Cu stom er da ta D estina tio n reso u rce
- C ustom er profile da ta
based decision support - C ustom er satisfaction - C ap acity data
- Sales
online o nline
D a ta w are h ou se
D estin ation profiles
- S upp lier factors
Custo m er profiles
- C ustom er factors
(Factor structure
of custom er
satisfaction)
D ecision su pp ort sy stem
Interactive D EA -b ased decision sup port
DMOs DMSs S uppliers
Fuchs/Hpken 2005
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Management Information Systems in Tourism
eTourism and Management
Management Information Systems (MISs)
Case Study TourMIS
Case Study T-MONA
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TourMIS
Research issues for tourism managers
Significance of tourism within specific
destinations or regions/cities
Changes and trends in travel behaviour
Optimal market segmentation strategies
Comparison amoung destinations
Evaluation of marketing strategies and business
models
Effectiveness of ICT strategies
Wber 1998
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TourMIS
Tourism Management Information System
Electronic delivery of market research
information and decision support tools for the
tourism management
Provides free and easy access to tourism
statistics
Platform for tourism associations to exchange
data/information/knowledge
Supports the harmonisation of tourism statistics
Tool to learn about the actual usage of tourism
market research information
Increases the application of management science
models in tourism
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Technical Evolution of TourMIS
1984 TourMIS installed as mainframe
application
1990 TourMIS transferred to
PC solution
1998 TourMIS introduced on the
Internet (xBase, preformatted
web pages)
1999 Technical redesign (SQL server,
dynamically generated web
pages)
2004 > 100.000 queries answered by
TourMIS
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Framework for Tourism Statistics
Model for tourism statistic data
Accommodation defined
Definition of Tourism Definition of City
measures of demand
Demand Supply Scope
Visitors All forms of accommodation Objective criteria
Tourists All paid forms of accommodation Size
Same-day visitors Hotels and similar
Accommodation capacity
Congress facilities
establishments
Other Travellers Transportation facilities
Other paid forms of Cultural supply
accommodation Visitors perceptions
Unpaid forms of Citys self-image
accommodation (VFR)
Area
Greater city area
Arrivals City trip relevant area
(Bed/Room-) Nights
Expenditures/Revenues
Wber 1998
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Welcome to TourMIS
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Tourism in Austria latest Trends
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Nights & Arrivals
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Nights & Arrivals
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Nights & Arrivals
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Nights & Arrivals - Trends
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Nights & Arrivals - Benchmarking
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Nights & Arrivals - Benchmarking
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Nights & Arrivals - Benchmarking
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Nights & Arrivals - Benchmarking
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Attractions & Sights
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Attractions & Sights
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Attractions & Sights
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Management Information Systems in Tourism
eTourism and Management
Management Information Systems (MISs)
Case Study TourMIS
Case Study T-MONA
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T-MONA
T-MONA MIS for tourism
Online management & domain information system for
the tourism decision-maker
Partners: sterreich Werbung, RTOs, destinations,
Statistik Austria
Collection and preparation of information about
organisations, municipalities, destinations, the market
(customers/guests)
Anonym or open benchmarking on different levels
Aggregated domain figures for regional or national
organisations
Latest reports and statistics
ASP solution: Access via Internet no local software
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Technical Overview
Apache Apache webserver
(http requests)
Jetty
Webserver Jetty
T-MONA (mod_proxi)
[Link]
Helma Application server Helma
([Link])
mySQL database
mySQLmySQL
mySQL
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T-MONA Data Model
SAMON YEARLY SURVEY TREND-
MONITOR
Customer Balance figures
satisfaction data Indicators
Data transfer
Data transfer Aggregation
Offers
Data transfer database
SURVEY SCOBE
Survey variables Balance & customer
figures, indicators
Offers
database Offers
Creates Enters data database
REPORT
Offers Calculations
database
MEMBER
Basic data Gets
Creates
CUSTOMER
customer
Customer data
Enters data
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Data Collection
Guest surveys in Austria
Guest profile
Travel motives
Information and booking behaviour
Activities
Satisfaction
Re-visit intention
Recommendation intention
Expenditures
Wighting of results
Based on figures of Statistik Austria
Region, destination of origin, accommodation type,
season
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Guest Typology of a Destination
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Guest Satisfaction
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Destination Positioning
Perceptual map: charming or hospitable
++
Hospitable
--
-- Charming ++
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