Authors: NYSVEEN H.; METHLIE L.B.; PEDERSEN P.E.

Source: Information Technology & Tourism, Volume 5, Number 3, 2003 , pp. 165-174(10)

Publisher: Cognizant Communication Corporation

Abstract:

The purpose of this article is to report on a study of 1) what kind of value-added services offered by tourism businesses' Web sites are perceived the most important by customers, and 2) a comparison between customers' preferences for and the actual offerings of value-added services by tourism businesses' Web sites. A survey among customers of online tourism businesses shows that search engines, service integration, and personalization are the most preferred value-added services by the customers. In addition to the survey among customers, a survey was undertaken among tourism businesses to reveal the level of value-added services offered on their Web sites. By comparing the results of customers' preferences for value-added services and tourism companies' offerings, it is found that tourism businesses should provide more value-added services on their Web sites in order to fill the gap between customers' preferences for such services and the companies' actual offerings.

Keywords: Tourism; Internet; Value-added services

Document Type: Research article

Affiliations: 1: Norwegian School of Economics and Business Administration

Publication date: 2003-01-01

More about this publication?

• Information Technology &Tourism is the first scientific journal dealing with the exciting relationship between information technology and tourism. Information and communication systems embedded in a global net have profound influence on the tourism and travel industry. Reservation systems, distributed multimedia systems, highly mobile working places, electronic markets, and the dominant position of tourism applications in the Internet are noticeable results of this development. And the tourism industry poses several challenges to the IT field and its methodologies.

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