نظم وتكنولوجيا المعلومات السياحية (د. مريم سامى) PDF

‫انقسى‪ :‬انذراساث انسُاحُت‬ ‫انفزقت ‪:‬انثانثت ( الئحت جذَذة)‬ ‫كىد انًقزر ‪TSD 304:‬‬ ‫َظى و حكُىنىجُا انًؼهىياث فٍ انسُاحت‬ ‫‪Information Technology and Information System...

‫انقسى‪ :‬انذراساث انسُاحُت‬ ‫انفزقت ‪:‬انثانثت ( الئحت جذَذة)‬ ‫كىد انًقزر ‪TSD 304:‬‬ ‫َظى و حكُىنىجُا انًؼهىياث فٍ انسُاحت‬ ‫‪Information Technology and Information System in Tourism‬‬ ‫د‪ /‬يزَى سايً سكزي‬ ‫‪1‬‬  ‫فهزس انًحخىَاث‬ Topic Page number Information technology and Information systems in tourism 5-24 ‫يقذيت ػٍ حكُىنىجُا انًؼهىياث و َظى انًؼهىياث بانسُاحت‬ The re-engineering of travel intermediation: threats and opportunities 25-47 ‫ انخهذَذاث و انفزص‬:‫انىسطاء انسُاحٍُ انجذد‬ The Internet: Threat or Opportunity 48-65 ‫حهذَذ أو فزطت‬: ‫االَخزَج‬ Applications of e-tourism: Destination Management Systems (DMS) 66-72 ‫ إدارة انًقاطذ انسُاحُت‬:‫حطبُقاث انسُاحت اإلنكخزوَُت‬ The Egyptian e-tourism experience and the challenges face it 73-78 ‫واقغ انسُاحت اإلنكخزوَُت بًظز‬ ‫و انخحذَاث انخٍ حىاجهها‬ Tourism and Smart phone applications 79:90 ‫انسُاحت و حطبُقاث انهاحف انًحًىل‬ Virtual Reality"VR" in Tourism sector 91:98 ‫انىاقغ االفخزاضٍ بقطاع انسُاحت‬ 2 Internet of things 99:104 ‫اَخزَج االشُاء‬ Smart hotels ‫انفُادق انذكُت‬ 3  Acknowledgement I would like to take this opportunity to express my gratitude to all those who helped me to make this book success. I express my sincere and my special thanks to my esteemed Dr. Marwa Magdy Ghanem For her regular advice and guidance throughout my academic life. I am also highly indebted for her precious book entitled” Information systems and Information technology in travel and tourism” which helped me a lot to formalize my knowledge and develop my skills regarding Information systems and Information technology module. 4  Chapter one ‫انفظم األول‬ Information system and information technology overview 5 Information systems (IS): ‫“ َظى انًؼهىياث‬A group of components that interact to produce information” The five components of an information system are hardware, software, data, network, and people. These Interrelated components working together to collect, analyze, store, and distribute information to support decision making, control and coordination in an organization. 6 Information Technology (IT)‫ﺗﻜﻨﻮﻟﻮﺟﻴﺎ ﻟﺍﻌﻤﻠﻮﻣﺎﺕ‬ falls under the information systems umbrella. IT deals with the technology and new development involved in the systems themselves. For example, IT is a term given to the recent developments in software, hardware, and communications and networking within an information system. It is used to facilitate the collection, storing, analyzing, and distributing of information. 7  Role of IT in the tourism industry Tourism is an information intensive and highly networked business, based on world-wide cooperation of various types of local and international stakeholders............................................................................... IT and IS facilitate collecting, restoring, analyzing, and distributing information of tourism through the development of Information systems. 8 The information may be: ‫ﻟﺍﻌﻤﻠﻮﻣﺎﺕ ﻗﺪ ﺗﻜﻮﻥ‬ Data Text graphics Voice Images  Videos. Information Technology Requirements ‫ﻣﺘﻄﻠﺒﺎﺕ ﺗﻜﻨﻮﻟﻮﺟﻴﺎ ﻟﺍﻌﻤﻠﻮﻣﺎﺕ‬ Infrastructure ‫ثُيخ رحزيخ‬ Access Education & Awareness ‫رؼهيى و وػي‬ Legislative Environment ‫ل ب َ ى َ ي خ د ا ػ ً خ‬ ‫ثيئخ‬ Policy & Regulatory.ٍ‫سيبسبد و لىاَي‬ 9  Why is it important for tourist organizations and tourists? The new developments in Information technology in the last decade develop the abilities of tourist organizations. the Internet and IT/IS developments have provided tourists, tourist destinations and tourist organizations with opportunities and new channels through which to empower their communication process while reducing search and distribution costs. Benefits to tourists ‫ﻓﻮﺍﺋﺪﺍ ﻻﺘﻧﺮﻧﺖ ﻠﻟﺴﺎﺋﺤﻦﻴ‬  Access information easily at any time ‫انىطىل نهًؼهىيبد ثسهىنّ ثبي ولذ‬  Up-to-date and rich information ‫رىافز انًؼهىيبد انًحذثخ‬  Offer greater choices with massive travel websites ‫رىفيز اخزيبراد اكجز ػٍ ؽزيك يىالغ انسفز االنكززوَيخ‬  Increase the satisfaction of tourists as they organize their trips from A to Z according to their interest and budget.  Reduce costs such as commissions of intermediaries. ‫خفغ انزكبنيف يثم ػًىالد انىسطبء‬  Enjoy greater discounts for last-minute, targeted offers and special promotions ‫ و انؼزوع انخبطخ‬، ‫انزًزغ ثخظىيبد انهحظخ األخيزح‬  Can compare and shop for lowest prices ‫إيكبَيخ إجزاء انًمبرَبد و انشزاء ثبنسؼز األلم‬  Empower tourists to communicate with other tourists ‫إيكبَيخ رىاطم انسبئحيٍ يغ ثؼؼهى انجؼغ‬ Access to effective communication system can provide reliable information on facilities and service. Today, efficient, and inexpensive communications already allow travelers to stay in touch with the service providers. 10   Benefits to Organizations ‫ﻓﻮﺍﺋﺪ ﺍﻻﺘﻧﺮﻧﺖ ﻠﻟﺸﻛﺮﺎﺕ‬ 1. The internet not only helps in marketing the products, but also in sales process. 2. Improve customer service and relationship through direct interactions with customers 3-Locating customers and/or suppliers worldwide at reasonable cost 4-Develop a better understanding of consumer‟s needs. And reduce the gap between consumer expectations and perceived experience 5-Business always open (24/7/365); no over time or other cost. 6. Reduce costs such as commissions of intermediaries, and operational cost ‫خفغ ركبنيف يثم انؼًىالد نهىسطبء‬ 7.IT developments and Internet helps small companies to compete against large ones in the e-market 11  The Change of the traditional tourism business ‫حغُز‬ ‫انىضغ انخقهُذٌ نظُاػت انسُاحت و انسفز‬ Nowadays, millions of people worldwide rely on the Internet for working, learning, socializing, entertainment, leisure, and shopping. The influence of IT development and the internet on the traditional tourism distribution mechanism: The technological revolution has dramatically changed the way in which the tourism business is done. The establishments of the Computer Reservation Systems (CRSs) in the 1970s, Global Distribution Systems (GDSs) in the late 1980s and the Internet in the late 1990s have transformed operational and strategic practices dramatically in tourism. 12 The tourism industry at first focused on utilizing computerized systems (e.g., CRS, GDS) to increase efficiency in processing of internal information and managing distribution. Nowadays, the Internet and IT are relevant on all operative, strategic, and marketing levels to facilitate global interaction among suppliers, intermediaries, and consumers around the world. To conclude, a whole system of IT is being rapidly diffused throughout the tourism industry and no player will escape its impact 13 Before GDS 14 15  The internet facilitates and empowers the direct relations between tourists and tourism suppliers. It enables the tourism suppliers and the inbound travel companies to enter the market without paying fees to third-party intermediaries (outbound tour operators). Perhaps, small and medium sized travel companies gain more advantages by using IT. Using IT enables small size companies to develop “virtual size on the internet” and empowers their competitiveness. Smaller firms can therefore develop and deliver the right product, to the right customer, at the right price and place, without over -depending on intermediaries (outbound tour operators). This would enable small firms to enhance their position and increase their profit. The following figures demonstrate the difference between the traditional and new tourism distribution mechanism 16  Outbound Tourism Producers Accommodation, Inbound tour Tour airlines, restaurants, etc. operator (tour operators Potential tourist companies) and travel agents Figure (1): The traditional tourism distribution mechanism 17  The internet Figure (2): The new tourism distribution mechanism (After the UNCTAD, 2008) 18  Limitations of the Internet and IT ‫ﻣﻌﻮﻗﺎﺕ ﺗﻘﻒ ﺣﻴﺎﻝ ﺍﻻﺘﻧﺮﻧﺖ ﻭ ﻧﻈﻢ ﺍﻟﻤﻌﻠﻮﻣﺎﺕ‬ Turban et al. (2008) classified such barriers either technological or non-technological Technological Limitations ‫ﻣﻌﻮﻗﺎﺕ ﺗﻜﻨﻮﻟﺟﻮﻴﺔ‬ Lack of universal standards for quality, security, and reliability ‫ االيبٌ و انًظذاليخ‬، ‫ػذو وجىد يمبييس ػبنًيخ يىحذح نهجىدح‬ The lack of standards in technology and its application ‫ػذو وجىد يمبييس ػبنًيخ يىحذح نهزكُىنىجيب و رطجيمبرهب‬ As a result, small and medium-sized tourism enterprises (SMEs) struggle to integrate the systems due to a shortage of financial sources. ‫َمض انًىارد انًبنيخ‬ In some places, Internet accessibility is still expensive and/or inconvenient Software development tools are still evolving. 19  Non-technological Limitations ‫يؼىقاث غُز حكُىنىجُت‬ Security and privacy concerns discourage customers from buying ‫يؼىلبد يزؼهمخ ثباليبٌ و انحًبيخ‬ Online fraud is increasing ‫اَزشبر انززويز و االحزيبل اإلنكززوَي‬ Lack of trust in e-commerce and in unknown sellers hinders buying ‫اَؼذاو انثمخ ثبنزجبرح اإلنكززوَيخ‬ Many people do not yet sufficiently trust paperless, faceless transactions, as some customers like to feel and touch products. Also, customers are resistant to the change from ordinary face-to-face shopping to a virtual store From some consumer perspective, the increasing number of alternatives or attributes in a choice set increases uncertainties and risks in consumer choices Many legal and public policy issues, including taxation, have not yet been resolved or are not clear National and international government regulations sometimes get in the way ‫انمىاَيٍ انًحهيخ أو انذونيخ‬ In many cases, the number of sellers and buyers that are needed for profitable e-commerce operations is insufficient, especially in the less developed countries 20  According to the above facts on tourists and the internet usage, it is evident that the usage of internet is increasing in the travel industry and travel organizations need to understand the new trends in the e-market and keep up with them. 21 The information sources used by European travelers (2006): 22 While in 2018 23  Conclusion: Advantage of applying IT in tourism business ‫ﻓﻮﺍﺋﺪﺍﻻﺘﻧﺮﻧﺖ ﻓﻲ ﻟﺍﻘﻄﺎﻉ ﻟﺍﺴﻴﺎﺣﻲ‬ Increased access to information. Accurate knowledge. Reaching New Customers and Increase in Bookings. A better way to sell services. Enhanced image. Expanded customer communications prior to arrival. Efficient Management Improved Competitive position 24  chapter two ‫ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻧﻲ‬ The new of travel intermediation: threats and opportunities ‫ ﺍﻟﻤﺨﺎﻃﺮ ﻭ ﺍﻟﻔﺮﺹ‬: ‫ﺍﻟﻮﺳﻄﺎﺀ ﺍﻟﺴﻴﺎﺣﻦﻴ ﺍﻟﺠﺩﺪ‬ 25 Travel intermediaries ‫ﺍﻟﻮﺳﻄﺎﺀ ﺍﻟﺴﻴﺎﺣﻦﻴﻴ‬ Those who are between consumers (Tourists) and suppliers. Tourism industry has been traditionally characterized by its use of intermediaries Supplier ‫ﻟﺍﻤﻮﺯﻉ‬ Customers ‫ﻟﺍﻤﺴﺘﻬﻠﻚ‬ Intermediaries Hotel, Airline ‫الوسطاء‬ 26 Various intermediaries that are included in the travel and tourism industry are: ‫ﺍﻣﺜﻠﻪ ﻠﻟﻮﺳﻄﺎﺀ‬ Travel agencies, Hotel marketing and booking system, Sales representatives, Computerized reservation system (CRS), global distribution system (GDS) etc. Tour Operators 27 IT changed the traditional ‫ ﺍﺘﻟﻘﻴﻠﺪﻱ‬tourism business mechanisms: Tourists Local Outbound tourism Tour Operators Inbound providers Travel (e.g. hotels) And travel companies agent Ouound s T.O A Online Tourists travel Local the internet tourism Providers (e.g., hotels) The new Tourism distribution mechanism ‫انجذيذ‬ 28  Inbound Tour Operators )Incoming) ‫ﺍﻟﺸﻛﺮﺎﺕ ﺍﻟﻤﺴﺘﻘﺒﻠﺔ‬ These are also known as incoming tour operators. They are operators who receive guests, clients/tourists, and handle arrangements in the host country are called inbound tour operators. For example, a group of American Tourists is coming through to India and the company makes arrangements and handles the group in India then This company is called an inbound tour operator. Outbound Tour Operators ‫ﺍﻟﺸﻛﺮﺎﺕ ﺍﻟﻤﺼﺪﺭﺓ‬ Tour operator who promotes tours for foreign destinations, maybe business tour or leisure tour is called outbound tour operators. For example, a group of American tourists going to a trip of India and Thomas Cook handle arrangement in America like as ticket reservation, hotel booking etc. Thomas Cook is called Outbound Tour operators in the context of America. 29  Centralized “computer “Reservation System (CRS) CRS is a database which enables tourism organizations to manage their reservations‟ records and make it accessible to its partners. Developed and first used by airlines companies in the early 70s. Then, hotel chains and tour operators have followed airlines companies by developing centralized reservation systems. CRS are developed to enhance the customer services by providing travel agencies with direct access, prices, and reservations. 30 CRS connects travel agents with suppliers’ databases (e.g., airlines and hotels) Both the travel agent and the airline company can view the same online page, check the prices, make reservations and get immediate confirmation Travel agents Airline company 31  Global Distribution Systems (GDS) CRS has developed into GDS. Airline company Tourists other partners and online travel companies Travel agents 32  Global Distribution systems (GDSs): GDSs are systems which distribute reservation and information services to sales outlets around the world, owned by a group of airline companies. Amadeus, Galileo, Sabre, and World Span are some GDSs. These world‟s leading GDSs are computers that are connected on the one side to many different supplier systems and on the other side to many end users (travel agents) GDS systems are capable of booking: One way and roundtrip airline seats Hotel rooms Rental cars Tours and packages Cruises Insurance Restaurant reservations Theatre tickets Rail 33 The 4 famous GDS 34 The new intermediaries Online travel agencies “OTAs” 35 What is an Online Travel Agent (OTA)? An online travel agency, or OTA, is a website or online service, which sells travel related products to customers. These products may include hotels, flights, travel packages, activities, and car rentals. Crucially, OTAs are third parties, reselling these services on behalf of other companies, including those in the hotel industry. Most of the hotels work with the agent model, which guarantees a fixed commission per booking to the OTA. It is almost impossible for hotels not to work together with an OTA as most of the business comes from an OTA. The costs of commissions when using OTA can rise up to 20 %. For example, when a guest makes a transaction of € 100 via an OTA, the hotel only gets € 80 euro due to the 20 % OTA commission. 36  Why Are Online Travel Agents Important? ‫ﺍﻫﻤﻴﺔ ﺷﻛﺮﺎﺕ ﺍﻟﺴﻴﺎﺣﺔ ﺍﻹﻟﻜﺘﺮﻭﻴﻧﺔ‬ Online travel agents are increasingly important for hotels, because: 1-They serve as both a marketing and a distribution channel. A growing number of potential guests now turn to OTAs to search for their hotels, because they function as a kind of ‘one stop shop’, allowing them to easily search for hotels, read reviews, and compare prices. 2 -Hotels that are listed on online travel agent websites can also benefit from what is sometimes referred to as the ‘billboard effect’. This refers to the fact that OTAs can provide a form of advertising, making their users aware of the hotels on their platform. After gaining this awareness, users may then decide to research a hotel and perhaps even go on to make a direct booking through the hotel website. 3-They can provide the final consumers with cheaper solutions 4-They apply different business models, which enable them to provide better deals than hotels on their websites. 5-OTAs take advantage of knowledge they gain through data mining allowing them to tailor direct mail campaigns and loyalty programs accordingly Even though OTAs can help to fill your rooms, accommodation businesses must try to maximize revenue through their own website 37  1-Booking Booking is one of the oldest online travel agents, having been originally founded in 1996. The business has its headquarters in Amsterdam, in the Netherlands, and the website has listings which cover close to 200 different countries around the world. Like many OTAs on the market, Booking.com offers users the ability to book hotels, holiday homes and other similar accommodation types, while also functioning as travel aggregate ‫انجحث ثبنًىالغ ػٍ أفؼم انؼزوع و ػزػهب نهًسزخذو‬ 2- Expedia It is a Microsoft travel agent. It is an Internet site. Expedia is one of the most important examples of new generation of travel intermediaries it was launched in USA 1996 Expedia is also linked to the World span GDS via a booking engine 38  3- Trip advisor The TripAdvisor.com platform is an online travel and restaurant service, which is primarily focused on reviews ‫ ﺍﻷﺮﺍﺀ‬and other user-generated content. However, it also has a built-in hotel booking service. The company was founded in 2000. The website also has an advertising partnership with Expedia. 39 4- Hotels.com Hotels.com is a service which allows users to book hotels, B&B accommodation. It is based in the United States and is owned by the Expedia Group. The platform operates on an international scale and a huge part of its business model is based on repeat business. Indeed, a major component of the company‟s offering is the ‘Hotels.com Rewards’ system, where users can claim a price reduction after every 10 overnight stays that are booked through the service. 40 5-Google In fact, Google has all the tools, including the biggest search engine, to take the lead as a hotel search and booking platform and its competitors are starting to feel anxious. 41 42 Nowadays, there is an argument between researchers and practitioners on the importance of the traditional travel agents role in the travel distribution system With or Against ‫مع أم ضد شركات السياحة التقليدية‬ 43  Argument against the travel agent’s role ‫ضد شركات السياحة‬ ‫التقليدية‬ Travel agencies add little value as they act as booking offices. ‫ﻻ ﺗﻀﻴﻒ ﻗﻴﻤﺔ ﻠﻟﻘﻄﺎﻉ ﻟﺍﺴﻴﺎﺣﻲ ﻛﻮﻧﻬﺎ ﺗﻤﺜﻞ ﻜﻣﺎﺗﺐ ﻟﺠﺤﺰ ﻟﺍﺘﺬﺍﻛﺮ ﻭ ﻟﻴﺲ ﺃﻜﺜﺮ‬ Commissions ‫ انؼًىالد‬to travel agencies increase the total price of travel products ultimately. Visiting travel agencies is time consuming and restricted to office hours ‫ﺿﻴﺎﻉ ﻟﺍﻮﻗﺖ‬ 44  Argument for the importance of travel agents role ‫مع وجود شركات السياحة‬ ‫التقليدية‬ Inexperienced travelers need the advice and experience of travel agents ‫انسبئح انذي يفزمز نهخجزح في يجبل انسيبحخ و انسفز غبنجب يب يهجأ نؼبيهي انشزكبد انسيبحيخ ؽهجب ً نهًشىرح و انُظح‬ The more complex computers and the Internet become, the more people need experts to use them. Travel agencies reduce the insecurity ‫ ﻋﻡﺪ ﺍﻻﻣﺎﻥ‬of travel, as they are responsible for all arrangements. Internet transactions are not much secured or reliable yet. 45 Motivations factors to purchase online on OTA websites 1. Better Prices 2. Online secure transactions 3. Ability for cancellation easily 4. Easy to compare 5. Ability to get answers online 6. Better information, better content 7. Brand loyalty 38% „ 8. Use of local language 9. Loyalty award programs 10. Easiness to order 11. Familiarity with internet purchasing 46 Conclusion IT and IS innovations changed the traditional travel business and provided travel intermediaries with opportunities to rethink their operations and develop their online business strategies. Traditional intermediaries reengineer their processes to up-date their offering, improve customer satisfaction and remain competitive. 47  Chapter three ‫انفظم انثانذ‬ The Internet: Threat or Opportunity? ‫االنترنت تهديد أم فرصة‬ 48  The internet was deemed a threat ‫ ﺗﻬﺪﻳﺪ‬to traditional travel agents, especially with younger travelers who tend to plan their travel independently, have lower budgets, and who are not attached to any brand Younger generations are used to gathering the information that they require through the internet and would not typically consider having a travel agent plan their trip. Furthermore, there has been a change in travelers' behaviour with many travelers' option for Do-It-Yourself travel, meaning that they plan, manage, and book their travel reservations Ø Low-cost airlines have tried and succeeded in exploiting the opportunities set forth by the internet in selling flight tickets directly to customers Ø The larger airlines soon followed them and started offering flights online. It is estimated that airlines save around 90% on costs when selling flights online rather than over the phone. Ø Hotels also started offering the option of online booking to customers. Furthermore, the internet also provided the means for hotels to compare the services being offered vis-à-vis prices of competitors. 49  With regards to travel agencies, they had to change their role from that of selling trips to providing information and managing trips. Indeed, travel agencies had to specialize in specific markets, such as luxury, business ,Such markets tend to be made up of travelers who value personal relationships and contact and are not usually driven by saving money. 50  The five stages of travel ‫يزاحم انسفز انخًس انزئُسُت‬ The travel cycle can be broken down into 5 main phases: Dreaming, Researching, Booking, Experiencing, and Sharing. 1-Dreaming stage ‫يزحهت االحالو‬ Every holiday starts with a dream. Where travelers carry out online searches to decide where they are going to travel. During this stage, travelers refer to blogs and reviews and watch online videos. Once travelers short-list their potential destinations. 51  2-Researching stage ‫يزحهت انبحذ‬ Where travelers spend a lot of time planning their travel. Nowadays, they seek information from multiple channels, such as suppliers‟ websites, social media networks, and online travel agents (OTAs) At this stage, businesses must ensure that travelers come across their name. In this regard, and it is highly recommended that businesses diversify their online presence and ensure that they are on the most popular channels. Businesses should also update the key search to optimize their website for search engines to ensure high ranking when research is carried out. Apart from this, OTAs have gained a lot of importance and travelers make extensive use of them when planning their trips. Thus, businesses need to be present on the main OTAs to increase the opportunities for potential customers to come across the business. It is also recommended that businesses sign up for alert services such as Google Alerts so that they are immediately alerted whenever they are mentioned. However, it was also highlighted that monitoring alone is not enough and businesses need to provide feedback on comments (both positive and negative) that are posted online, on websites such as TripAdvisor. 52  For customers searching on the Internet for the lowest room rates, the websites of travel agents are likely to be the best choice. In the Internet era, search engines play an important role in information searching and in the Google search engine is perceived to be the most important tool.  More recently, mobile technologies that provide a new and convenient way for tourists to gather information from any location and perhaps more significantly at the destination, have been introduced 53  3 -Booking stage Indeed, Google witnessed searches with much more detailed requests and an intensification of the research, with more websites being visited before making a booking. Once travelers conclude their research, they place the required bookings 54  4-experiencing phase ‫ﻣﺮﺣﻠﺔ ﺍﻟﺘﺠﺮﺑﺔ‬. However, research continues even while they are experiencing their travel Travelers frequently use mobile devices (laptops, smartphones, and tablets) while they are on their travels and make the necessary bookings for excursions, restaurants and so on. 5- Sharing phase ‫ﻣﺮﺣﻠﺔ ﺍﻟﻤﺸﺎﻛﺭﺔ‬ With social media networks having become part of our daily routine. travelers share photos and information on their experience while travelling Such posts become information to other potential travelers during their dreaming phase 55 The five stages of travel 56  The new online tourists: characteristics ‫ ﺧﺼﺎﺋﺺ ﻭ ﺳﻤﺎﺕ ﺍﻟﺴﺎﺋﺢ ﺍﻹﻟﻜﺘﺮﻭﻧﻲ‬:  As a result of internet and the new IT applications, tourists become experienced and more demanding, requesting high quality products and value for their money and time.  New consumers are more culturally and environmentally aware and they often like a greater involvement with the local society.  Increasingly, the new, experienced, demanding travelers seek rich and accurate information and require interacting directly with suppliers to satisfy their specific needs and wishes  Travelers often compare prices and offers available on-line and make more complicated travel arrangements with different suppliers within one tour.  The online tourist is not willing to wait or put up with delays, to the point where patience is a disappearing  New tourists are online information producers (forums-blogs and social media) 57  Business travel Characteristics: Frequent business travelers are more familiar with travel arrangements having considerable experience. Business trips are often classified into Meetings, Incentives, Conferences & Exhibitions (MICE) categories. Tourists demand dramatically more information than experienced travelers. Experienced travelers, however, require greater in-depth information as well as being sure that their previous experiences will be addressed. Often bookings are not made by travelers themselves, but rather by their secretaries or travel managers in their organizations. Business travel represents the highest proportion of on-line travel bookings, not only because it is often quite straightforward, but also most variables, such as time & places are set. Besides, business travelers are better educated and more independent and familiar with computers. 58  New Tourists are online information producers ‫( طاَؼٍ انًؼهىياث‬online tourist communities) The internet has not only changed the characteristics of tourists, but also has changed the way in which travel information reached tourists. Thanks to the reviews and different feedbacks of tourists on the internet, tourists are now information producers. ‫ﻣﺘﻨﺠﻲ ﻟﺍﻌﻤﻠﻮﻣﺎﺕ‬ The internet has enabled tourists to generated travel information through different ways such as: 1-Travel forums: ‫ز‬ ‫ثا‬ there are different travel forums on the internet. Travel forums enable tourists to communicate with each other and exchange information about a particular product or destination. There are forums created to only produce information on different tourist attractions. There are forums created to produce information not only on attractions but also on hotels, flights... etc. For example, www.tripadvisor.com, www.virtualtourist.com supports the exchange of destination information and travel tips. In order to gain tourists trust, the administrators of travel forums should not Market for or against a particular company or destination. Also, they should not delete tourist comments as long as they do not hold viruses or harmful content. ‫ال ﻳﺠﺐ ﻟﺍﺘﺴﻮﻳﻖ ﻟﺼﺎﻟﺢ ﺃﻮ ﺿﺪ ﺷﺮﻛﺔ ﻌﻣﻨﻴﺔ‬ 59  2-Blogs ‫ ﺍﻟﻤﺪﻭﻧﺎﺕ‬: is a website on which an individual or group of users record opinions and information on a regular basis. Blogs create accessible content for online consumers that increase the level of information available on a global basis. The following figure is for a website that enables people to create a blog and publish it for them. You may notice the highlighted traffic on the figure; it gives an idea on the numbers of users that reviews such websites. 60 Difference between blogs and vlogs: No. Blog Vlog 1. The blog is used to write content like text, gif, pictures, and Vlog is used for Videos. many more. 2. Most of the time, blogs are hosted on WordPress, Blogger, Vlogs are hosted on YouTube, Vimeo, Dailymotion, Facebook, and Drupal, and many more. many more. 3. Blogs were initiated in 1990 and became popular in 2003. Vlogs started in 2000, but after 2004 they became famous. 4. Maintenance for blogs is cheap, as we have to pay the web Vlog hosting can be free or inexpensive, but buying equipment such hosting fees. Blogs can be hosted for free most of the time.as a camera, microphone, tripods, etc. needs a lot of expense. 5. In the blog, the written content behind the visual content is In the vlog, much faster than written content, visual content gains missing. popularity. 6. In the blog, we cannot stream any online event. In the Vlog, we may stream any live event and reach a wider audience quicker. 7. In the blog, the number of visitors is comparatively less In the Vlog, the number of visitors is comparatively more than the than the Vlog. blog. 8. We need to do content writing so that more and more To make a great Vlog, we have to be clever enough to pick good people come to our blog every day. phrases, use facial expressions effectively and have a nice voice to hear. 61 Why social media is so Effective???? Word of mouth has long been the most effective form of marketing. Why? ‫أﻫﻤﻴﺔ ﻟﺍﻜﻠﻤﺔ ﻟﺍﻤﻨﻄﻮﻗﺔ‬ Because people buy from brands they trust. Whereas someone could very easily overlook your ad, a peer recommendation or review on social media could very easily get them thinking about how they could follow in their friend‟s footsteps and live the same exciting experience they read such great things about. 62  Social websites: such as Facebook, twitter and Instagram. For example, the following is a screen shot to a travel Group on Facebook “Travel secrets Club “. The number of the visitors on this page highlights the importance of social websites as a source of information to potential tourists. Therefore, travel organizations may need to use such social websites for marketing, promotions, and marketing research to understand tourist‟s need. Look at the followers 63  The Internet and ITs have furthermore changed travel markets from a customer- centric market to a customer-driven market in which consumers play a stronger role in creating and sharing travel information through community/networking websites and review websites. In the past, product information has traditionally been produced, distributed, and controlled by tourist suppliers (e.g., hotels, and airline companies) to promote their products. Now, Information is easily created/recreated, distributed, and fortified by consumers through the networking/review websites (e.g., TripAdvisor, Twitter). 64  Conclusion: Consumers are more likely to trust information generated by consumers rather than product suppliers. Therefore, the tourism industry is required to treat consumers as partners in producing information and power network resources to successfully operate their businesses. 65  Chapter four ‫انفظم انزابغ‬ Applications of e-tourism: Destination Management Systems (DMS) ‫رطجيمبد انسيبحخ اإلنكززوَيخ‬ 66  What is Destination Management System (DMS)? DMS is a web-based information system used to market and manage the destination as a whole. DMS:  Provides tourists with comprehensive and accurate information to facilitate the preparation of their vacations, and  Provides booking facilities for tourism services and products. So, what is the difference between DMS and any other tourist website  It is owned and managed by a governmental authority, the Destination Management Organization (DMO). ‫يًهىن نجهخ حكىييخ‬  DMO is either a public sector or a public and private partnership. And it is a non-profit organizations ‫لذ يكىٌ ربثغ نمطبع ػبو‬ ‫خبص‬ 67 68 69 Importance of DMS for tourists? ٍُ‫االهًُت نهسائح‬ 1..DMS provides tourists with all-in-one website,  Comprehensive information about sightseeing, flights, hotels, restaurants  Include products of all large, medium, and small travel companies and suppliers  Online booking 2.Tourists are more willing to trust DMS as it is an e-governmental system Importance for destinations? ‫االهًُت نهًقاطذ انسُاحُت‬ 1. DMS support the role of the DMO:  Marketing the destination both overseas and locally as one entity  Increasing tourism revenues through providing online booking facilities  Enabling the co-ordination of its activity with overseas offices  Co-ordinating and managing the tourism business with partners and system members 70   2. Supporting small and medium tourist companies which lack the capital and expertise to undertake a comprehensive marketing strategy and rely on tour operators for the promotion of their products. Who needs the other more, DMS or Small and medium tourism companies? ‫؟‬............. ‫يٍ َحخاج نألخز أكثز‬  DMS needs the support of Small and Medium Tourism (SMT) companies: Most of the destination is SMT. So, to provide a comprehensive information, DMS needs the participation of SMT  The Small and medium tourism system need the support of DMS: To enhance their online business and to help competing in the e- market place 71  Conclusion DMS is a web-based information system that help in marketing and managing the tourism in a destination as WHOLE. It provides benefits for:  Tourists  DMO  Small and Medium Tourism companies  Tourism suppliers 72  Chapter five ‫انفظم انخايس‬ The Egyptian e-tourism experience and the challenges face it ‫انسيبحخ اإلنكززوَيخ انًظزيخ و انزحذيبد انزي رىاجههب‬ 73  Egyptian e-tourism experience Quick facts Tourism development receives much attention from the Egyptian government as it is on the top of the list of priorities ‫ أونىيبد‬of the comprehensive social- economic development agenda. Why? E-tourism in Egypt ‫وضغ انسُاحت اإلنكخزوَُت بًظز‬ The use of the Internet in most of the Egyptian tourism businesses has not been yet well- developed:‫نى يزق االسزخذاو نهًسزىي انًطهىة‬ ‫ال يىجذ نًؼظى انشزكبد انسيبحيخ رىاجذ إنكززوَي كبيم‬ and receiving email inquiries 74 Most of the companies that have online presence do not have :ٍ‫يؼظى انشزكاث انخٍ نذَها حىاجذاً إنكخزوَُأ ال حًخهك األح‬ IT applications and services, or E-marketing strategies to support online transactions ‫انًؼبيالد اإلنكززوَيخ‬ (information and sales). 75  Challenges of the Egyptian e-tourism development ‫انًؼىقاث انخٍ حقف حُال حطىر انسُاحت اإلنكخزوَُت بًظز‬ 1.Insufficient IT skills and knowledge as well as lacking IT expertise among tourism professionals (e.g., e-marketing). 2.Managers have not yet fully realized the value of investing in e-tourism and IS 3.Lacking top management support and commitment (changing the managers means changing strategies).4 Inadequate funding either for financial problems or for lacking the support of top management. 5. Culture resistance to change. 6. lacking adequate rules to secure information and online transactions 76  Checklist for the Effectiveness of tourism website 1-Visual Design ‫انخظًُى‬ Refers to the website deals with the beauty of the website. This includes the use of graphics, colors, photographs, various font types to improve the look and feel of the site 2-Navigation Design ‫انخُقم داخم انًىقغ‬ Refers to browsing the website with ease. That means easy to learn, easy to understand and fast to get information -Mobile friendly 3-Security ٌ‫األيا‬ Is the process to create rules and actions which protect consumer against attacks over the internet 4-Privacy ‫انخظىطُت‬ Refers to the safety of the website and the protection of customer private personal information 5-Information content ٌ‫انًحخى‬ Means the extent to which a website is informative and can provide clear, complete, and up-to-date information 77 6-Reliability ‫انًظذاقُت‬ Means the extent to which the website performs services as promised and the correct technical functioning of the website 7-Multilanguage ‫حؼذد انهغاث‬ Use different languages An effective tourist website should:‫خظائض انًىقغ اإلنكخزوٍَ انسُاحٍ انجُذ‬ Facilitate accurate, up-dated, and rich information Provide booking facilities (direct or indirect/request booking) Ease of use and well-designed pages (e.g., colours and organization) Effective interaction with customers and offer timely responsiveness Provide information on the security of information and transactions (security certificates for a well-known security services companies). 78  Chapter 6 ‫انفظم انسادس‬ Tourism and Smart phone applications ‫انسُاحت و حطبُقاث انهىاحف انذكُت‬ 79  Mobile applications (apps) definition “Software that is downloadable to a mobile device and displays a brand identity, often via the name of the app and the appearance of a brand logo or icon throughout the user experience”  This is undoubtedly the main character in the new ways of travel. The cell phone has become our tour guide, travel agency, best restaurant locator, map, and more. It's by our side during the entire journey.  In fact, according to TripAdvisor, 45% of users use their smartphone for everything having to do with their vacations The current situation ‫انىضغ انحانٍ نههىاحف انذكُت‬ Smart phones have become the most widely used devices. Areas with free Wi-Fi connection are becoming more widespread. The process of reducing existing roaming rates has already started. The leading operating systems on the market are iOS and Android. The most downloaded smartphone apps are recommendation pages and hotel and flight search engines. Each business can make its own applications for serving tourists. 80 ‫أيثهه نخطبُقاث انهاحف انًسخخذيت فٍ انسفز و انسُاحت‪Examples of mobile apps:‬‬ ‫‪81‬‬ 82 Walking tour app 83  There are basically two types of hotel-related smartphone apps available on the apps market: one developed by OTAs and the other by hotels Name Category App TripAdvisor OTA Expedia OTA Travelocity OTA Hyatt Hotels Hotel Hilton Hotel Marriott International Hotel SPG Hotel Choice Hotel Hotel 84  But what opportunities will the mobile revolution present to tourism businesses? 1/ Mobile payments Driven by the rise of the smartphone It is forecast that digital currency will replace cash in the next decade. Of course, for tourists, this will bring the benefit of not having to carry cash on holidays. But significantly for tourism businesses, it will offer another way of collating data for CRM purposes. Which means collecting „digital breadcrumbs‟ – a record of “who, when and where” which can be used for marketing promotions and customer profiling. 85  Digital breadcrumbs‟ Providing information about where customers go, whom they talk to, and what they do. transaction history, location history, home address, and emails In one study, 46% of smartphone users reported that they have had a company take advantage of their data and use it for something that they had not agreed to 2-Apps are convenient and portable Mobile travel apps can be linked to geo location-enabled services like Google maps and GPS to provide maps, directions to unfamiliar locations. Now there is no need to carry guidebooks and maps. 86  3-Apps can be used to widen the client base and nurture client loyalty Companies can attract new customers by offering promotional discounts, first-time app use discount, seasonal discounts, and cost-effective holiday packages. Loyalty programs offering a discount on next booking to privileged customers will ensure more visits and more revenue. 87 4- Mobile apps improve users’ travel experience Travelers use travel apps for online ticketing, hotel booking, getting destination details, locating local attractions and food outlets; exploring new destinations; finding reviews about a destination they plan to visit; sharing pictures from their travel; posting feedback on a destination, airline, hotel, or event. 5-Apps Facilitate paperless travel With mobile apps, you may go paperless. Soft copies of travel brochures, invoices and receipts, tickets and hotel booking papers. This is great not only for the business but also for customers as they have peace of mind knowing all his papers are safely housed in his phone or tablet, for access 24/7. 88 6-Apps offer Easy booking procedure With the travel & tourism industry apps, the users can book their favourite destinations at just one click sitting back at home. Holiday lover uses mobile apps as the entire bookings can be done within no time. You can book tickets for reaching the place, determining the destination, booking sightseeing, hotel reservation for accommodation, exploring the local places to visit and so on. You don‟t need to switch to any other app for multiple tasks. In a tourism context, the smartphone, working with simple tags such as Quick Response (QR) codes, can greatly enrich the tourist experience at a destination or attraction. QR codes allow the operator of the attraction to post information about specific items, exhibits or locations directly to those locations which the tourist can then access via the smartphone by scanning the QR code. Difference between BR codes and QR codes Bar codes can store a maximum of 20 digits QR code symbol up to 7,089 characters can be encoded 89   QR codes enabling a host of static information to be stored such as mobile numbers, contact cards, and geographic information. Of interest in the tourism domain is the ability to link directly to a webpage. which allows graphic rich media, including videos, to be played directly on the smartphone. QR codes enables the tourist to engage with a specific place or object in its own space, allowing it to effectively tell its ‘Story’ via the smartphone and QR code link. 90 Chapter seven ‫انفظم انسابغ‬ Virtual Reality VR in Tourism sector ‫انىاقغ االفخزاضٍ بقطاع انسُاحت‬ 91  Virtual Reality (VR) definition Virtual reality is a comprehensive environment that is collected and managed by the computer or software where the user logs into and interacts with virtual reality such as play station. -It is a strong tool to evaluate products and services by really embodying them 92  VR allows the creation of realistic Virtual Environments that tourism planners can analyze when considering possible developments. VR models allow planners to observe an environment from an unlimited number of perspectives instead of just a bird‟s-eye view, and they permit the rapid visualization of potential changes that can be assessed. 93 2-VR as a marketing Tool lies primarily in its ability to provide extensive sensory ّ‫ يهًىس‬information to prospective tourists. Such a capability is especially suitable for the tourism sector because many tourism products are ‘confidence goods‟ ‫ يُزجبد رؼزًذ ػهي انثمخ‬that consumers are unable to test in advance and must decide whether or not to purchase based simply on available descriptive information ‫ال يًكٍ رجزثزهب يسجمب‬ ًً 94 Virtual tours of hotels  Virtual hotel tours allow users to explore a hotel and its grounds in a much more immersive way than ever before. Just how virtual tours are transforming the real estate industry, they are also having a huge impact on the hotel industry.  Hotel interiors and exteriors can be captured in extreme detail using high resolution cameras and specialist equipment. The images are then merged to form a complete 360-degree interactive tour in which the user can choose which room to explore. VR hotel tours can be viewed on any device including mobile and desktop. The tours can then be uploaded to websites and social media for prospective clients to view at any time. They can also be “3D” if the situation and budget allow. This can result in a more realistic and immersive experience. Unlike regular images of hotels, these tours allow users to imagine themselves in the space. This kind of immersion helps to create unique brand engagement and a lasting impression with the user. 95 3-Heritage preservation ‫انحفاظ ػهٍ انخزاد‬ The list of heritage sites and objects that can be accessed virtually is constantly expanding and countless heritage sites and objects from around the world already have been digitized as 3D virtual models. Such sites and objects as virtual 3D models can function as a valuable tool for heritage preservation because such virtual models can contain extremely precise and accurate data sets that theoretically can be stored indefinitely. While a site or object may suffer degradation ‫انزبكم‬, a VR model can provide precise information on its earlier form that can be used both to monitor degradation and offer a blueprint ‫ يخطؾ‬for restoration 4-Accessibility tool ‫االحاحت‬ A tourist site may be too remote, too expensive, too inhospitable, too dangerous, too fragile, or simply no longer exist. In addition to providing a best possible alternative in such scenarios, virtual models also can permit unique interaction with historical objects or other fragile items that cannot be handled in the real world. VR‟s capacity to facilitate access to sites can benefit everyone, yet this capacity is particularly beneficial for disabled individuals. Disabled people who travel, or would like to travel, comprise a large yet often overlooked market segment. 96 The barriers facing VR techniques in Egypt ‫انًؼىقاث‬ Egypt suffers from: 1. Lack of full understanding of applying virtual reality by the managers of hotels and tourism companies in promoting their services and confusing it with e-marketing causing the absence of its real application. 2. Shortage of providing virtual reality tools and the comprehensive environment by hotels and tourism companies because of the high cost of buying the tools and equipment and creating virtual programs. 3. Lack of information technology and communication skills, especially in virtual reality environment in tourism and hospitality industry by the staff and graduates of specialized faculties in the computer, information systems, communication technology, and tourism and hotels. 4-Adopting some simple applications of virtual reality concerning some important archaeological sites that only adopts photos of VR 360 that are available for free for Android system users 5. Lack of support of the bodies concerned with tourism and hotel fields, i.e., Ministry of Tourism, whether it is technical, financial, facilitating, or motivating support 97 Conclusion: The benefits of virtual reality in tourism include: 1– Allowing the user to imagine themselves at a travel destination. 2– Being able to showcase 360 degrees of a destination in high resolution. 3– Creating memorable and unique experiences for the use. 4– Providing travel experiences to those that cannot travel. 5– Reducing impact of tourism on unsafe destinations. 98  Chapter 8 ٍ‫انفظم انثاي‬ Internet of Things and smart hotels ‫اَخزَج االشُاء و انفُادق انذكُت‬ 99  Internet of Things "IOT "definition Essentially, a smart hotel is a hotel which makes use of internet-connected devices, which are able of communicating or interacting with one another. This is sometimes referred to as the Internet of Things (IoT) and means that even ordinary devices can send or receive data, making them ‘smart’. In a smart hotel, IoT-connected devices create a better guest experience for staff and guests. The hospitality industry presents many opportunities to use automation solutions to enhance smart hotel rooms. Guests enjoy greater convenience and comfort, and hotel owners and operators benefit from increased efficiency, cost savings and guest satisfaction More Sustainable Hotel Rooms: One of the biggest advantages of a smart hotel room, from the perspective of a hotel owner, is the improved sustainability available. This is primarily linked to energy saving possibilities within the rooms, which can be aided by the automation that the Internet of Things offers. 100 For instance, light bulbs can be set up to automatically increase or decrease in power, based on the levels of light in the room at the time. Similarly, heating can be configured to automatically maintain a certain temperature, All this then leads to lower energy bills. ‫فىاحُز‬ -Hotels with IoT Technology will get the competitive edge in the market and through the interconnection of devices (sensors, identification tags, mobile etc.) through the internet. Self check in and check out service ( no front- desk visits ) through mobile app Guests are able to self-help and carry out all required transactional processes by themselves. IoT will be enhancing the guest experience as well through the Electronic Key Cards which is sent by the hotel on your mobile phone to access the room directly without wasting their precious time in the reception of hotel. ‫يفبريح إنكززوَيخ رزسم ػهي انهبرف انًحًىل‬ The hotel may also charge the guest as per the removal of cans from the mini bar of the room without the additional run through of a staff. The IoT with the intelligent video can monitor any behavior in the footage of security camera of and can notify the possibility of theft. ‫رحسيٍ االيبٌ ػٍ ؽزيك كشف اي يحبونّ نهسزلخ‬ 101 1. Smart Rooms and Guest Comfort (automation): One of the main benefits of smart hotel rooms is the opportunity to positively impact guest comfort and convenience. When visitors experience IoT applications in what would typically be a standard hotel room, their overall experience is enhanced. IoT solutions for hotels include devices such as smart lighting guests can control with an app on their phones or a smart thermostat guests can program for maximum comfort during the night or daytime. 102  2-Improved Maintenance Processes: - Hotel owners and building maintenance staff benefit greatly from the data collection possible with IoT hotel rooms. For example, IoT-enabled sensors can provide data about individual rooms such as occupancy information, lighting and energy consumption, and water usage. ‫َست االشغبل‬ ِ‫ اسزخذاو انًيب‬/ ‫اسزهالن انطبلخ‬ 3-Energy management: Hotel housekeeping staff could utilize occupancy sensors to determine when a guest room has been vacated and is ready to be cleaned. Other sensors can monitor electricity usage and maintenance needs like burnt out lightbulbs. 4- Better communication with guests (enhanced customer service) ‫رحسيٍ انزىاطم يغ‬ ‫انؼًالء‬ chatbots can: ‫روبىث انذردشت‬ Answer routine questions 103   Speed up the processes of answering and filtering through travel bookings, giving the online user the fast service that they expect  Understand user preferences through Q&A, user profiles and historical preferences from past interactions. Track total users, user retention rate, user demographics and top queries with its in-built dashboard. 104 References - Buhalis, D. (2003), Progress in Information Technology for strategic tourism management. Pearson (Financial Times/Prentice Hall), London, ISBN 0582357403. Available at https://www.researchgate.net/publication/270392994_Buhalis_D_2003eTourism_information_technology_for_strategic_tourism_m anagementPearson_Financial_TimesPrentice_Hall_London_ISBN_0582357403_httpgooglHNCPcb Buhalis, D.and Law,R (2008),Twenty years on and 10 years after the Internet: The state of e-Tourism research, journal of Tourism Management Reviews,Vol. 29,pp. 609-623 Available at: https://www.sciencedirect.com/science/article/abs/pii/S0261517708000162 -Christian.M.(2015), Mobile Application development in the tourism industry and its impact on site travel behavior, Bachelor of Administration Tourism and Hospitality Management, Holland. -Dredge, D., Phi, G., Mahadevan, R., Meehan, E. and Popescu, E.S. (2018), Digitalization in Tourism: In-depth analysis of challenges and opportunities. Low Value procedure GRO-SME-17-C-091-A for Executive Agency for Small and Medium-sized Enterprises (EASME) Virtual Tourism Observatory. Aalborg University, Copenhagen. 105 -Eljalil, S. Ezzat, M. and Othman, A. (2019), The role of Egyptian travel Agencies‟‟ websites in increasing tourist‟s online trust. International Journal of Tourism and Hospitality Management, Vol.2, No. 1, pp.115-132. Available online at https://ijthm.journals.ekb.eg/article_52149.html - Law,R. Leung,R. and Buhalis,D.(2009),TECHNOLOGY APPLICATIONS IN HOSPITALITY AND TOURISM: A REVIEW OF PUBLICATIONS FROM 2005 TO 2007, Journal of Travel & Tourism Marketing Vol.26 No,5.pp. 599-623 available online at https://www.tandfonline.com/doi/full/10.1080/10548400903163160 106