Tourism Information Technology: 3 Edition

CABI TOURISM TEXTS
3rd Edition
Tourism Information
Technology
PIERRE J. BENCKENDORFF
ZHENG XIANG
PAULINE J. SHELDON
COMPLIMENTARY TEACHING
MATERIALS
CABI TOURISM TEXTS
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, Phone, email, websites, social
fax, photos, videos, some media, Internet booking engines,
information on websites Global Distribution Systems
In-trip Brochures, guidebooks, Phone, fax, email, websites,

signs, maps, kiosks, TV social 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

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CABI TOURISM TEXTS

Chapter 1 Learning Objectives

Characteristics of Tourism Services

In-trip Brochures, guidebooks, Phone, fax, email, websites,

Post-trip Brochures, guidebooks, Blogs, social networks, media

Evolution of Computing Technologies

Moore’s Law (Wikipedia, 2018)

Strategic Thinking & IT

Hotels Tour Operator

Attractions Retailing High

Strategic Thinking & IT

PART I: UNDERSTANDING TOURISM IT

CH 4 The Internet and the Tourist

CH 5 Social Media and Tourism

PART IV: STAYING AND PLAYING PART III: TRAVELLING

PART V: ISSUES AND TRENDS

CH 13 The Future of IT and Tourism

International Federation for Tourism and Technology

International Hospitality Information Technology Association

Travel Technology Initiative

Case Study Intercontinental Hotels Group

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