Tourism and Information Technology

• Information technology is the use of computers and telecommunications to store, retrieve, transmit, and manipulate data.
• Information systems combine hardware, software, and telecommunications networks to collect, create, and distribute data, typically in organizational settings.
• The tourism industry relies on processing and communicating large volumes of information like itineraries, schedules, payments, and product details.

Characteristics of Tourism

• Tourism products include accommodation, transport, and attractions but can be described as an experience.
• Tourism differs from other products due to heterogeneity, intangibility, perishability, inseparability, and global scope.

Heterogeneity

• Travel products and services cannot be standardized and vary significantly.
• Planning travel requires coordination and cooperation between private sector organizations, public agencies, and consumers.
• Information and IT are crucial for connecting different sectors to create a seamless travel experience.

Intangibility

• Services can't be experienced before purchase, so potential consumers rely on detailed information.
• Rich digital content such as websites, pictures, videos, and virtual reality allows travelers to "sample" trips.
• Social media allows trip planners to learn from other travelers' experiences.

Perishability

• Unsold hotel rooms, aircraft seats, and tours cannot be stored for later sale
• IT assists in monitoring inventories and adjusting prices, and promoting last-minute deals.

Inseparability

• Tourism production occurs alongside consumption, meaning interaction between service providers and travelers is key.
• For example, a hotel guest "consumes" a stay as it's "produced" by service providers.

Global Scope

• Tourism includes international movement of people; travelers need access to border control, customs, currency, and health regulations information.
• Travelers require information on cultural practices, driving regulations, and language translations, influenced by the trip and traveler characteristics.

The Role of ICT in the Tourism Industry

• Information and Communications Technology (ICT) handles communication processes, including telecommunications, broadcast media, and network-based control functions.
• ICT describes the convergence of technologies and transmission lines carrying diverse data.
• ICT is essential for accessing product information and reaching targeted customers globally.
• ICTs allow customer management and supply chain management to be combined, facilitating operations like product selection, ordering, payment, and reporting.

E-Tourism - Demand and Technology-Driven Revolution

• The Internet has revolutionized consumer choice and service delivery, leading to more demanding tourists who seek high-quality products and value.
• Electronic media is heavily relied upon to obtain information and communicate needs to suppliers.

E-Tourism - Impacts on Marketing Mix

• ICTs provide opportunities to redesign tourism products and have become part of the core product, especially for business travelers.
• The Internet and the World Wide Web have revolutionized tourism's promotion and communication functions, reducing commission costs.

E-Airlines

• In the 1950s, American Airlines introduced SABRE Computerized Reservations Systems (CRS), replacing manual reservations.
• Global Distribution Systems (GDS) are computerized reservation networks used for reserving airline seats, hotel rooms, and rental cars.

E-Hospitality

• ICTs have penetrated hospitality management, integrating hotel operations, improving efficiency, marketing, and customer services.
• Consumers expect internet access and data ports in higher hotel categories.
• Internet improves hotel representation and reservation processes, particularly for frequent bookings.

E-Tour Operators

• Tour operators need constant interaction with partners, including accommodation and transportation.
• Introducing strategic tools will allow tour operators to coordinate activities, resolve potential problems, and communicate customer requirements.
• ICTs will need to shift their focus from information provision to adding value to the product and process.

E-Travel Agencies

• ICTs have improved the internal organization of travel agencies by integrating back and front office functions.
• Transactions provide marketing research data, CRM systems track the activity of their efficiency, control, and competitiveness.
• Storing information in a data warehouse can help develop proactive marketing tools.

E-Destinations

• Destination Management Systems (DMS) integrate the entire tourism supply, contributing to strategic management and marketing.
• Destination Integrated Computerized Information Reservation Management Systems (DICIRMS) address the needs and services required by tourism enterprises and consumers and provides the info structure for communications and business processes between all stakeholders