Information and Communication Technologies in Tourism 1998: Proceedings of the International Conference in Istanbul, Turkey, 1998 PDF
Preview Information and Communication Technologies in Tourism 1998: Proceedings of the International Conference in Istanbul, Turkey, 1998
Dimitrios Buhalis A Min Tjoa Ja far Ja fari (eds.) Information and Communication Technologies in Tourism 1998 Proceedings of the International Conference in Istanbul, Turkey, 1998 SpringerWienN ewYork Dr. Dimitrios Buhalis Department of Tourism University of Westminster, London, U.K. Univ.-Prof. Dipl.-Ing. Dr. A Min Tjoa Institut fUr Softwaretechnik Technische Universitlit Wien, Vienna, Austria Prof. Dr. Jafar Jafari Department of Hospitality and Tourism University of Wisconsin-Stout, Menomonie, Wisconsin, U.S.A. This work is subject to copyright. All rights are reserved, whether the whole or part of the material is concerned, specifically those of translation, reprinting, re-use of illustrations, broadcasting, reproduction by photocopying machines or similar means, and storage in data banks. © 1998 Springer-Verlag/Wien Printed on ·acid-free and chlorine-free bleached paper Graphic design: Ecke Bonk With 61 Figures ISBN-13: 978-3-211-83088-8 e-ISBN-13: 978-3-7091-7504-0 DOl: 10.1007/978-3-7091-7504-0 Preface Information and Telecommunication Technologies increasingly propel the tourism industry and have become one of the most important determinants of the competitiveness for both the public and the private sectors. It is quite evident that tourism organisations which fail to take advantage of the emergent opportunities introduced by technology will lose considerable market share and suffer strategic disadvantages. Business processes re-engineering is essential therefore throughout the tourism industry. Encouragingly tourism organisations respond to the challenges and a large number of principals use technology in both operational and strategic functions. However, technology threatens traditional distribution channels with disintermediation. Non-tourism organisations also take advantage of the technological developments and launch services for tourism consumers and suppliers, increasing the competition for traditional operators. The tourism industry, therefore, emerges as a very dynamic one and prospects are really exciting for professionals and researchers. Ultimately virtual enterprises will dominate the tourism industry. They will produce cost-effective, instantaneous, mass-customised goods and services; develop dynamic interfaces with suppliers and consumers; and constantly reform their structures in order to satisfy consumer needs. They will also take advantage of lean and flexible organisational frameworks; advanced technology; interactive and innovative marketing and management; rapid reaction to market requests; as well as effective networking and partnerships in order to provide more benefits for all stakeholders. ENTER adopted a consistent scientific approach to the study of tourism and technology. Over the last five years it brought together practitioners and researchers of both tourism and information technology. Interaction enabled each of these communities to understand and appreciate the needs and wants of the others. Hence it created synergies, which in return initiated close collaboration and enhancement of the body of knowledge. The unique and serious approach adopted by ENTER and the International Federation of Information Technology in Tourism is recognised by both the industry and academia. As a result, more than 30 scientific papers are featured in the proceedings this year, whilst a rich applied programme was organised in parallel. IFITT also agreed with Cognizant to launch a tourism and technology referred journal. Finally, ENTER '98 attracted support by the World Tourism Organisation and the World Travel and Tourism Council, the main tourism bodies representing the public and private sectors globally. As Chairs and Editors of the proceedings for ENTER '98 we would like to express our gratitude to the authors and the Programme Committee. We would also like to thank Prof. Hannes Werthner for his expert guidance and support during all the stages of preparing the proceedings and to Hilary Main for assisting the editing process. Editors and Scientific Programme Chairs: Dimitrios Buhalis University of Westminster, London, UK A Min Tjoa University of Technology Vienna, Vienna, Austria Jafar Jafari University of Wisconsin, Menomonie, Wis., USA Contents Index of Authors .............................................................................. x Programme Committee ..................................................................... xi 1. Dynamic Marketing Applications Using IT ITIMES: a knowledge-based system for the tourism industry D. R. Fesenmaier, J. Fesenmaier, D. Parks ............................................... l The use of smart-card technology to develop a destination-based loyalty/affinity scheme for SMEs in tourism and hospitality H. C. Main, P. O'Connor ..................................•..•................................. 7 Using Information Technology to access overseas markets P. R. Alford, D. Barnsley ..................................................................... 16 Measuring tourism managers' information needs by tracking and analyzing the TourMIS Web site statistics K. Wober. .........................................................................••................ 26 2. Designing Infonnation Systems Complex intelligent systems: case study of intelligent tourist agency B. Klicek, S. Vidovic ...................................................•........................ 36 Data access to heterogenous tourism information systems A. Dunzendorfer, J. Kling, R. R. Wagner ................................................4 6 Concept of an online regional tourism consulting system H. Meyer ..............................................................................•............ 55 A modular approach to support GIS functionality in tourism applications S. Christodoulakis, M. Anastasiadis, T. Margazas, N. Moumoutzis, P. Kontogiannis, G. Terezakis, C. Tsinai'aki ............................•..............6 3 Designing effective documents for destination information systems S. R. Loban ........................... '" ......................................................... 73 3. Using the Internet The role of an information concept in relation to destination management C. P. Schucan ...................................................................................... 84 Assessing the market effectiveness of the World-Wide Web in national tourism offices H.-S. Jung, M. Baker. ........................................................................ 95 Extranets of national tourism organisations: the internet and planned extranet Web-site of the Danish Tourist Board -compared with existing or planned extranets of Australia, Austria and Norway. C. H. Marcussen, D. Skjoldager. ......................................................... 103 An analysis of the WWW as a direct-response marketing vehicle for small, independent, serviced accommodation in greater Cape Town P. J. E. Antoine. ................................................................................ 120 VIII 4. Transfonnation of the Travel Industry Separating the emotion from the fact: the effect of new intermediaries on electronic travel distribution A. Dombey ..................................................................... : ............... 129 Desktop: how culture in an international multi-Iocational travel organisation affects technology decisions in business process re-engineering A. MacVicar, H. Main ..................................................................... 139 S. Re-engineering Management Approaches A case study of an on-line auction for the World-Wide Web I. Tj0stheim, 1.-0. Eide. .................................................................... 149 The use of data warehouses and as a basis for strategic decision in tourism R. Kirkgoze, A M. Tjoa .................................................................. 162 Agent-based cybermarketing in the tourism industry T. Steiner, A. Dufour. ...................................................................... 170 More lessons on business process re-engineering from the tourism and hospitality industries: the case of Alpha flight services M. Baker, G. Sweeney ....................................................................... 180 6. Enhancing Tourism Intennediaries The Imminus travel and tourism intranet G. Edwards, C. Dawes, K. Kiircher ..................................................... 190 The electronic management of business travel: an integrated approach M. Manente, V. Minghetti, V. Mangilli ............................................... 201 The dissemination of information by means of travel agency extranets A. P. S. Olivier .............................................................................. 213 A Delphi survey on electronic distribution channels for intermediaries in the tourism industry: the situation in German-speaking countries A. G. Schuster. ................................................................................. 224 7. New Horizons for Destination Management Systems Creating intelligent destinations for wired customers A. Pollock ........................................................................................ 235 A national destination management system (DMS) based on the examples of Germany and Switzerland H. Gerdes ........................................................................................ 248 A comparative examination of the implementation of destination-marketing system strategies: Scotland and Ireland A. 1. Frew, P. O'Connor .................................................................. 258 Online booking on the net: problems, issues and solutions B. Proll, W. Retschitzegger, P. Kroi6, R. R. Wagner. ........................... 268 IX 8. Strategic Management in Tourism Virtual enterprises in tourism: folklore and facts: Conceptual challenges for academic research W. Schertler ..................................................................................... 278 Information technologies in tourism: implications for the tourism curriculum D. Buhalis ........................................................................................ 289 Knowledge management as a full-grown discipline: a framework for a universal approach to knowledge management G.J. van der Pijl, W.H.P. van Boven ................................................... 298 9. New IT Uses in Tourism Electronic payment and additional utilisation of smart cards in the tourism industry R. Fleck.......................................................................................... 308 Computer-based information technologies and their impact on the marketing of international tourism industry L. Lin ............................................................................................. 318 An overview of the evolution of electronic distribution of travel and tourism in Australia R. Daniele ........................................................................................ 328 The role of handicraft production and art in tourism and its presentation in the internet A M. Tjoa, R. R. Wagner ................................................................. 338 Index of Authors Alford, P. R ............................ 16 Main, C. H ....................... 7, 139 Anastasiadis, M ....................... 63 Manente, M ........................... 201 Antoine, P. J. E ..................... 120 Mangilli, V ........................... 201 Baker, M ......................... 95, 180 Marcussen, C. H .................... 103 Bamsley, D ............................. 16 Margazas, T ............................ 63 Buhalis, D ............................ 289 Meyer, H ................................ 55 Christodoulakis, S ............ : ....... 63 Minghetti, V ......................... 201 Daniele, R ............................. 328 Moumoutzis, N ....................... 63 Dawes, C .............................. 190 O'Connor, P ...................... 7,258 Dombey, A ............................ 129 Olivier, A ............................. 213 Dufour, A ............................. 170 Parks, D .................................. 1 Dunzendorfer, A ..................... .46 Pollock,A .............................. 235 Edwards, G ............................ 190 Proll, B ................................ 268 Eide, J.-O .............................. 149 Retschitzegger, W ................. 268 Fesenmaier, D. R ....................... 1 Schertler, W .......................... 278 Fesenmaier, J ............................ 1 Schucan, C. P .......................... 84 Fleck, R ................................ 308 Schuster, A. G ...................... 224 Frew, A. J ............................. 258 Skjoldager, D ......................... 103 Gerdes, H .............................. 248 Steiner, T .............................. 170 Jung, H.-S ............................... 95 Sweeney, G ........................... 180 Karcher, K ............................ 190 Terezakis, G ............................ 63 Kirkgoze, R ............................ 162 Tjoa, A M .................... 162, 338 Klicek, B ................................ 36 Tj0stheim, 1.. ......................... 149 Kontogiannis, P ....................... 63 Tsinaraki, C ........................... 63 Kroill, P ................................ 268 van Boven, W.H.P ................. 298 Kiing, J. .................................. 46 van der Pijl, G.J .................... 298 Lin, L ................................... 318 Vidovic, S .............................. 36 Loban, S. R ............................ 73 Wagner, R. R ........... 46, 268, 338 MacVicar, A ......................... 139 Woeber, K .............................. 26 Program Committee and Chairs 5th International Conference on Information and Communication Technologies in Tourism, Istanbul, Turkey, January 21-23, 1998 Scientific and Technical Track Chairmen Jafar Jafari University of Wisconsin, USA Dimitrios Buhalis University ofWestmlnster, UK A Min Tjoa Vienna University of Technology, Austria Application-oriented Track Chairmen AmoEbner TIS, Austria Peter Dennis Marriott Hotels, UK Patrick Lau Singapore Tourist Board, Singapore Program Committee Members AANONSEN Kari Norwegian Computer Centre, Norway AIVA LIS Constantin University of Crete, Greece BAUKNECHT Kurt University of Zurich, Switzerland BECHEREL Lionel Tourism Consultant, UK BENTLEY Robert Sustainable Tourism Development Associates, Spain COOPER Christopher University of Boumemouth, UK DJUNAEDI Achmad Gadjah Mada University, Indonesia FESENMAIER Daniel University of Illinois, USA FLEISCH Elgar University of St. Gallen, Switzerland FRANK Klaus University of Worms, Germany FREW Andrew Napier University, UK GO Frank Erasmus University, The Netherlands HITZMartin University of Vienna, Austria KARCHER Karsten Imminus, UK KASP AR Claude University of St. Gallen, Switzerland KLEIN Stefan Muenster University, Germany KORZAY Meral Bogazici University, Turkey KUBICEK Herbert University of Bremen, Germany LANFRANCO Sam York University, Canada MAIN Hilary Swansea Institute, UK MATA -MONTERO Erick Instituto Tecnologico de Costa Rica MAZANEC Josef A. University of Econmics Vienna, Austria MEIJS Chris Wageningen Agricultural University, Netherlands MORENO-DIAZ Robero Instituto Tecnologico de Canarias, Spain NEFTCI Sinan Mugla University, Turkey O'CONNOR Peter Institut de Management Hotelier International France PAOLINI Paolo Politecnico di Milano, Italy xn PERONI Giovanni CST Perugia, Italy POLLOCK Anna The Strategy Group, UK POON Auliana Carribean Futures, Gennany PRESS Larry University of California, USA RAFFERTY John Board Failte, Ireland REVELL Nonnan Middlesex University, UK RIBBERS Pieter Tilburg University, The Netherlands ROITIIMAY R Friedrich University ofInnsbruck, Austria SCHERTLER Walter University of Trier, Gennany SHELDON Pauline University of Hawaii, USA SMERALEgon Austrian Institute for Economic Research, Austria STOCK Oliviero Istituto per la Ricerca Scientifica e Tecnologica Italy STOCKINGER Johann University of Vienna, Austria VAN DER PIJL John Tilburg University, The Netherlands V AN HOOF Hubert Northern Arizona University, USA WAGNER Roland University ofLinz, Austria WERTHNER Hannes University of Vienna, Austria
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