CABI TOURISM TEXTS
3rd Edition
Tourism Information
Technology
PIERRE J. BENCKENDORFF
ZHENG XIANG
PAULINE J. SHELDON
COMPLIMENTARY TEACHING
MATERIALS
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Chapter 1
Introduction to Tourism
and Information Technology
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Chapter 1 Learning Objectives
After studying this chapter you should be able to:
1. Define key terms and concepts in information
technology;
2. Describe the evolution of information technology;
3. Recognize the types of information technologies relevant
to tourism;
4. Explain the synergies between the travel industry and
information technology; and
5. Evaluate the strategic applications of information
technology in tourism organizations and destinations.
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Key Concepts
Characteristics of tourism services
Evolution of computing technologies
Information systems
Information technology
Moore’s Law
Artificial intelligence
Space-time collapse
Typologies of information
Web 1.0 / Web 2.0
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Definitions
Information Technology (IT)
the application of computers and telecommunications
equipment to store, retrieve, transmit and manipulate data
(Daintith, 2012)
Information Systems
Information systems are combinations of hardware, software
and telecommunications networks that people build and use
to collect, create, and distribute useful data, typically in
organizational settings” (Valacich & Schneider, 2014)
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Characteristics of Tourism Services
Heterogeneity
Global Perishability
Tourism
Inseparability Intangibility
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Applications of IT in Tourism
Aviation
Travel intermediaries
Hospitality
Attractions, events and entertainment
Destinations
Travelers
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Typologies of Information
Trip Stage Static Dynamic
Pre-trip Brochures, guidebooks, fax, Phone, email, websites, social
photos, videos, some media, Internet booking engines,
information on websites Global Distribution Systems
In-trip Brochures, guidebooks, Phone, fax, email, websites, social
signs, maps, kiosks, TV media, mobile apps
channels in hotels, some
mobile apps
Post-trip Brochures, guidebooks, Blogs, social networks, media
photos, video sharing, reviews
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Evolution of Computing Technologies
30,000 BC 1800 1950 1900 1950 1975 2000 2025
Manual Counting Aids & Mechanical Computers Electronic Computers Ubiquitous Technologies
Calculators Punched Cards Vacuum Tubes IBM5100 / Osborne 1
Tally Bones Arithometers ENIAC Newton
Abacus Difference/Analytical Engines Transistors Smartphones
Antikythera Mechanism Typewriters UNIVAC I / IBM650 Tablets
Astrolabe Tabulators Integrated Circuits App stores
Gutenburg Press Mouse Digital assistants
Slide Rules Spectra 70 / IBM360 Cloud computing
Pascaline Microprocessors Artificial intelligence
Microcomputers
GUI OS & Software Networking & Internet
ARPAnet
Email
Ethernet
Internet
WWW
Web browsers
Search engines
Social networks
Sharing platforms
Cellular networks
Wifi
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Moore’s Law (Wikipedia, 2018)
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Strategic Thinking & IT
HIGH
Defence Airlines
Travel Agent
Banks
PRODUCTION
Hotels Tour Operator
Attractions Retailing High
Paper Fashion
Lumber
LOW HIGH
MARKETING
FIGURE 1.1 Impact of IT on the Production and Marketing of Different Industries
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Strategic Thinking & IT
Managing Value Chains
Managing Knowledge and Information
Marketing and Competitive Advantage
Service Delivery and Customer Relationship
Management (CRM)
Strategic Listening
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PART I: UNDERSTANDING TOURISM IT
FIGURE 1.2 CH 1 Introduction to Tourism and IT
Outline of Chapters CH 2 The Digital Tourism Landscape
THE TRIP
PART II: LOOKING AND BOOKING
CH 3 Travel Intermediaries and IT
CH 4 The Internet and the Tourist
CH 5 Social Media and Tourism
PART IV: STAYING AND PLAYING PART III: TRAVELLING
CH 9 Hospitality Information Systems CH 6 Mobilities and IT
CH 10 Technology Enabled Visitor Experiences CH 7 Aviation and IT
CH 11 Destination Management and Smart Destinations CH 8 Surface Transport and IT
PART V: ISSUES AND TRENDS
CH 12 Sustainable Tourism and IT
CH 13 The Future of IT and Tourism
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Discussion Questions
1. In your opinion, what are the three most important inventions that have led to
the information technologies we have available today? Provide examples to
justify your answer.
2. Why is tourism such an information intensive industry? Explain and give some
examples.
3. What is the difference between static and dynamic tourism information? Give
examples of each.
4. A hotel manager asks you why she should incorporate more technology in to
her hotel. How would you respond to this question so that they are inspired
to invest?
5. Identify one travel organization in your area that you think has used technology
in a particularly creative way. Which of the strategic applications discussed at
the end of the chapter would it fit in to?
6. Which part of the textbook (based on the diagram of the chapters) are you
most looking forward to studying? Why?
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Useful Websites
Eye for Travel
www.eyefortravel.com
International Federation for Tourism and Technology
www.ifitt.org
International Hospitality Information Technology Association
hita.camp7.org
Tnooz.com
www.tnooz.com
Travel Technology Initiative
www.tti.org
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Case Study Intercontinental Hotels Group
Crowne Plaza, Holiday Inn, InterContinental Hotels
4,503 hotels and 656,661 rooms
Spends about $200 million annually on IT innovations (about
1.2% of revenue)
Atlanta Crowne Plaza Hotel’s customer database holds 200
million guest profiles which can be mined for customer activity,
trends and preferences
BOSS search technology
Google Integration
GPS support and voice search
iPhone and Google apps
Touchscreen kiosks in lobbies and concierge iPads
Camelot cloud computing environment
