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EuropeanCommissionICTande-Businessinthe:ICTande-BusinessintheTourismIndustryICTadoptionande-businessactivityin2006ICTande-Businessinthe:ICTande-BusinessintheTourismIndustryICTadoptionande-businessactivityin2006SectorReportNo.8/2006Tourism2Aboute-BusinessW@tchandthisreportTheEuropeanCommission,Enterprise&IndustryDirectorateGeneral,launchedthee-BusinessW@tchtomonitorthegrowingmaturityofelectronicbusinessacrossdifferentsectorsoftheeconomyintheenlargedEuropeanUnion,EEAandAccessioncountries.SinceJanuary2002,thee-BusinessW@tchhasanalysede-businessdevelopmentsandimpactsinmanufacturing,construction,financialandservicesectors.AllresultsareavailableontheinternetandcanbeaccessedororderedviatheEuropaserverordirectlyatthee-BusinessW@tchwebsite().Thisdocumentisasectorstudybye-BusinessW@tch,focusingonthetourismindustry.ItsobjectiveistodescribehowcompaniesinthisindustryuseICTforconductingbusiness,toassesstheimpactofthisdevelopmentforfirmsandfortheindustryasawhole,andtoindicatepossibleimplicationsforpolicy.Analysisisbasedonliterature,interviews,casestudiesandasurveyamongdecision-makersinEuropeanenterprisesfromthetourismindustryabouttheICTuseoftheircompany.DisclaimerNeithertheEuropeanCommissionnoranypersonactingonbehalfoftheCommissionisresponsiblefortheusewhichmightbemadeofthefollowinginformation.TheviewsexpressedinthisreportarethoseoftheauthorsanddonotnecessarilyreflectthoseoftheEuropeanCommission.Nothinginthisreportimpliesorexpressesawarrantyofanykind.Resultsfromthisreportshouldonlybeusedasguidelinesaspartofanoverallstrategy.Fordetailedadviceoncorporateplanning,businessprocessesandmanagement,technologyintegrationandlegalortaxissues,theservicesofaprofessionalshouldbeobtained.AcknowledgementsThisreportwaspreparedbySalzburgResearchForschungsgesellschaftonbehalfoftheEuropeanCommission,Enterprise&IndustryDirectorateGeneral.Itispartofadeliverableinthecontextofe-BusinessW@tch,whichisimplementedbyateamconsistingofempiricaGmbH(co-ordinatingpartner),BerleconResearch,DatabankConsulting,DIWBerlin,LiosGealConsultants,RAMBØLLManagementandSalzburgResearch,basedonaservicecontractwiththeEuropeanCommission.e-BusinessW@tchwouldliketothankDimitriosBuhalisfromtheSchoolofManagement,UniversityofSurrey,MarkusGratzerfromtheAustrianNationalTouristOrganisation(ÖsterreichWerbung),andRachelTymfromtheEuropeanTourOperatorsAssociation(ETOA)forreviewingthedraftreportandprovid[e-mail]tionaboutthisSectorStudyorthee-BusinessW@tch,pleasecontact:SalzburgResearchForschungsgesellschaftmbHJakob-Haringer-Str.5/35020Salzburg,AustriaFax:(43-662)[e-mail]-BusinessW@tchc/oempiricaGmbHOxfordstr.2,53111Bonn,GermanyFax:(49-228)[e-mail]erprise&IndustryDGTechnologyforinnovation,ICTindustriesande-businessFax:(32-2)[e-mail]eproductionorrepublicationofthisreportasawholeorinpartswithoutpriorauthorisationisstrictlyprohibited.Salzburg/Brussels,2006Tourism3TableofContentsExecutiveSummary...................................................................................................51Introduction.........................................................................................................91.1Aboute-BusinessW@tch................................................................................................91.2e-Business–theconceptualframework...................................................................132ContextandBackground...................................................................................192.1Sectordefinition–scopeofthestudy..........................................................................192.2Industrybackground......................................................................................................212.3Reviewofearliersectorstudies....................................................................................253AdoptionofICTande-Businessin2006...........................................................283.1UseofandAccesstoICTNetworks.............................................................................293.2ICTSkills,OutsourcingandICTBudgets.....................................................................323.2.1DemandforICTskillsandskillsdevelopment.....................................................323.2.2OutsourcingofICTservicesandICTinvestments...............................................343.3Standards,InteroperabilityandICTSecurityIssues..................................................383.3.1Typesofe-standardsused...................................................................................383.3.2Interoperabilitychallenges...................................................................................403.3.3UseofOpenSourceSoftware........................................