Progress in information technology and tourism management: 20 years on and 10 years after the Internet - the state of eTourism research.

TL;DR: A review of the published articles on eTourism in the past 20 years can be found in this article, where a wide variety of sources, mainly in the tourism literature, are used to comprehensively review and analyze prior studies in the context of Internet applications to tourism.

About: This article is published in Tourism Management.The article was published on 2008-08-01 and is currently open access. It has received 2672 citations till now. The article focuses on the topics: Tourism.

Summary

INTRODUCTION

• Technological progress and tourism have been going hand in hand for years (Sheldon, 1997; Poon, 1993).
• Since the 1980s, Information Communication Technologies (ICTs) have been transforming tourism globally.
• Developments in ICTs have undoubtedly changed both business practices and strategies as well as industry structures (Porter, 2001).
• It also provides managerial implications and dimensions whilst suggesting strategic and operational solutions for the industry.
• Key references from mainstream journals were also included in the analysis.

CONSUMERS AND DEMAND DIMENSIONS

• Increasingly, ICTs enable travellers to access reliable and accurate information as well as to undertake reservations in a fraction of time, cost and inconvenience required by conventional methods (O’Connor, 1999).
• Due to the popularity of Internet applications, most tourism organizations such as hotels, airlines, and travel agencies have embraced Internet technologies as part of their marketing and communication strategies.
• The reaction to online inquiries can thus influence customer satisfactions and booking behaviour.
• ICT developments have proliferated the use of wireless applications and devices, including: Cellular phones and pagers; Global Positioning System; Cordless computer peripherals and telephones; home-remote control and monitor systems.
• This implies a seamless environment of computing, advanced networking technology and specific interfaces which should be aware of the specific characteristics of human presence and personalities; adapt to the needs of users; be capable of responding intelligently to spoken or gestured indications of desire; and even result in systems that are capable of engaging in intelligent dialogue.

INDUSTRY AND BUSINESS FUNCTIONS

• Gradually the importance and necessity of ICTs usage for both the strategic and operational tourism management is emerging in the literature (O’Connor, 1999; Inkpen, 1998; Marcussen, 1999a & 1999b).
• ICT developments have direct impacts on the competitiveness of enterprises they determine the two fundamental roots to competitive advantage, i.e. differentiation and cost advantage (Porter, their efforts to improve service quality as ICTs enable organisations to dynamically differentiate and specialise their products and services.
• The Internet has also enhanced the bargaining power of suppliers as it enabled them to monitor competitors and offer tailored and differentiated products.
• Hence, the Internet propels the re-engineering of the entire process of producing and delivering tourism products, as well as it boosts interactivity between partners that can design specialised products and promotion in order to maximise the value-added provided to individual consumers.
• The mass learning era employs networking and interactive capabilities of the Internet for developing virtual eLearning applications based on collaborative and constructivist instructions.

CONCLUSIONS AND FUTURE RESEARCH

• The technological revolution experienced through the development of the Internet has changed dramatically the market conditions for tourism organisations.
• Journal of the American Society for Information Science and Technology, 56(4), 364-372.

Frequently asked questions

Q1. What are the contributions in this paper?

This paper reviews the published articles on eTourism in the past 20 years. Using a wide variety of sources, mainly in the tourism literature, this paper comprehensively reviews and analyzes prior studies in the context of Internet applications to Tourism. The paper also projects future developments in eTourism and demonstrates critical changes that will influence the tourism industry structure. A major contribution of this paper is its overview of the research and development efforts that have been endeavoured in the field, and the challenges that tourism researchers are, and will be, facing. 

Q2. What are the future works in this paper?

It is evident, however, that the future of eTourism will be focused on Consumer Centric technologies that will support organisations to interact with their customers dynamically. Thus, the authors advocate the importance of performing future studies to address these issues. The Future eTourism Intermediaries. The Future of Destination Marketing: e-Commerce in Travel and Tourism. 

Q3. What is the key to success in tourism?

The key to success lies in the quick identification of consumer needs and in reaching potential clients with comprehensive, personalised and up-to-date products and services that satisfy those needs. 

Q4. Why have tourism organizations embraced the Internet?

Due to the popularity of Internet applications, most tourism organizations such as hotels, airlines, and travel agencies have embraced Internet technologies as part of their marketing and communication strategies. 

Q5. What is the main reason why consumers would like to make reservations and receive tickets at home?

With less time spent on waiting and planning, and more time on enjoyment, consumers would surely like to make reservations and received tickets at home via travel websites (O’Connor & Frew, 2001). 

Q6. What has been used to simulate classroom discussions?

The Internet and computer simulations have also been used to simulate classroom discussions in order to enhance students’ understanding and retention of taught theories (Fawcett & Lockwood, 2000). 

Q7. What is the effect of the Internet on the bargaining power of buyers?

The increase in buyers’ bargaining power is also related to the increased convenience, transparency, flexibility, direct communication with suppliers and depth of the available information. 

Q8. How many published articles were determined to be relevant to this study?

At the end of the database search, more than 149 published articles were determined to be relevant to this study as they had made a critical contribution to this area and they are analyzed in this paper. 

Q9. Why did Sigala and Christou (2002) find that educators mainly exploit the Internet?

Sigala and Christou (2002) found that most educators mainly exploit the Internet in order to automate rather than to transform their instructions and foster pedagogical innovation. 

Q10. What are the reasons of consumers not purchasing travel products online?

According to Wolfe, Hsu, and Kang’s (2004) research, the reasons of consumers not purchasing travel products online are the lack of personal service, security issues, lack of experience, and time consuming. 

Q11. What is the effect of profiling on tourism?

Increasingly profiling will lead to better personalization, customization and interaction between consumers and tourism organizations. 

Q12. What is the effect of the Internet on the bargaining power of suppliers?

The bargaining power of suppliers was also enhanced by allowing direct contact with consumers and decreasing distribution costs whilst creating the opportunity for partnerships with countless affiliates and other distributors. 

Q13. What are the main factors that influence information search in the tourism context?

According to Snepenger, Meged, Snelling and Worrall (1990), the four major factors that influence information search in the tourism context are i) the composition of vacation groups, ii) the presence of families and friends at the destination, iii) prior visits to the destination, and iv) the degree of novelty associated with the destination. 

Q14. What are the main reasons why tourism intermediaries are forced to readdress their revenue and costs bases?

At the time of a very volatile environment in the marketplace, tourism intermediaries are forced to readdress both their revenue and costs bases as well as to re-evaluate all partnerships and value chains. 

Q15. According to Graeupl (2006), what are the searched topics for the consumers aged?

According to Graeupl (2006), flight information and accommodation are the most searched topics for the consumers aged between 50 to 60 years olds, and most of them were not interested in package holidays. 

Q16. What is the role of the Internet in tourism?

The Internet has assisted tourism organizations to use a wide range of promotional activities to supplement, if not replace, offline promotions. 

Q17. What are the main reasons of the lack of choice on the Internet?

Although plenty of choices are available on the Internet for customers to choose from, psychological barriers often prevent consumers from completing transactions online, resulting to “lookers” purchasing products off-line.