Domestic and international touristry in New Zealand has grown significantly in the past decennary and shows every mark of go oning to make so. A critical constituent of the touristry industry is the Accommodation sector. Over 3000 adjustment enterprises employ more than 20,000 New Zealanders on a full clip tantamount ( FTE ) footing and convey of import economic benefit to both rural and urban scenes. The adjustment sector is characterised by considerable consumption of new Information and Communication Technologies ( ICT ) in countries such as engagements, Property Management System ( PMS ) and back-office maps. This research aims to make a better apprehension of how ICT acceptance is act uponing the demand for, and usage of, adjustment in this of import sector and how endeavor proprietors and directors feel about the ICT issues that stem from the tourer influences.

The research is based on: ( I ) a reappraisal of planetary and local research in touristry, ICT and adjustment usage ; our findings reveal that ICT acceptance is holding of import impacts on adjustment usage and demand in both little and big endeavors, the research worker conclude with the presentation of a major findings and some ideas on attacks that may heighten the ability of the adjustment sector to get by with the complex interactions between ICT acceptance and touristry activities.

1.2 Introduction

The increasing usage of the Internet and other communicating engineering is altering the manner the industry does concern, leting little operators to entree those interested in their merchandise irrespective of location, and leting houses of all types to harvest productiveness additions, ( Bahalis 1998, 2003 ) . Tourists are besides able to profit from extra transparence in pricing and the ability to custom-make the experiences they seek ( Inkpen 1998 ; Milne et Al 2004 ) .

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Medlik and Ingram ( 2000 ) stated “ in many old ages, hotel are of import attractive forces for visitants who bring with them passing power and who tend to pass at a higher rate than they do when they are at place. Through visitant ‘s disbursement, hotel therefore frequently contributes significantly to local economic systems both straight and indirectly through the subsequent diffusion of the visitant ‘s outgo to other receivers in the community. ” However, the form and construction of the adjustment sector, growing in touristry, addition in capacities, globalization and engineering inventions has been the modern-day force for the hotel ironss to widen their presence worldwide, accomplishing immense selling success and market individuality. Their success is non based merely on advancing merely one standardised merchandise bargain by presenting multiple trade names which differentiate their services offered in the oculus of the tourers.

Harmonizing to the international Hotel and Restaurant Association ( IHRA ) , ‘there are over 300 hotels ironss which comprised one tierce of the universe ‘s adjustment capacities.

New Zealand is really much portion of this dynamic and competitory touristry environment. The New Zealand Tourism Strategy 2010 ( TIANZ 2001 ) identifies touristry as one of the state ‘s cardinal earners of foreign exchange and argues that the industry is likely to play a turning function in the hereafter of New Zealand ‘s economic system. During 2002 over 2 million international visitants spent an estimated NZ $ 6.140 billion. Taking into history the direct and indirect effects of this outgo and the non inconsiderable ( but harder to gauge ) impacts of domestic touristry we see that the industry contributed about 9 % of New Zealand ‘s GDP for the twelvemonth to March 2002 and 14.3 % of entire exports ( Statistics New Zealand, 2003 ) .

Information and Communication Technologies ( ICT ) are a cardinal component in efforts to heighten the output of the industry. It has besides been suggested that ICT change the really regulations of touristry with industry leaders being forced to adopted new managerial and strategic ‘best pattern ‘ ( Buhalis 2000, Law 2001 ) . The New Zealand Tourism Strategy has as one of its cardinal strategic objectives the demand to construct the ICT capableness of New Zealand touristry endeavors, particularly among the 85-90 % of concerns that are classified as little touristry endeavors ( STE ) ( Nodder et al 2003a ) . The Strategy identifies touristry as a cognition and information-based sector and foreground the ability of ICT to roll up, analyse and distribute information widely across the sector back uping a better apprehension of visitants ‘ demands, penchants and behaviors. It is besides argued that ICT can further a higher grade of interaction between stakeholders through an cyberspace presence, electronic mail, electronic treatment groups and teleconferencing. Such networking and linkage formation offers the chance to gain tremendous benefits ( Nodder 2003 ; Nodder et al 2003 ) .

This research addresses these issues in the context of the New Zealand adjustment sector. Accommodation represents the basis of both the international and domestic touristry markets and histories for a major constituent of entire tourer spend. The sector is comparatively labour intensive and is a important employer in both urban Centres and more peripheral rural parts ( Morrison and Thomas 1999 ; Statistics New Zealand 2003 ) . It is a diverse industry including everything from big hotel with transnational organizational constructions, through to little proprietor operated motels and bed and breakfast constitutions.

1.3 Purposes and Aims

The nucleus aims of this research are to:

To develop a clearer image of the current competitory context confronting the adjustment sector in New Zealand, in order to supply a background to the ICT and labor usage dimensions that from the focal point of the research.

To derive an apprehension of how ICT is being adopted and used in the New Zealand adjustment sector and to reexamine wherever possible the differences that exists between little and big operations and between those runing in rural and urban scenes.

To supply a clear sense of how ICT acceptance is act uponing the demand for tourer and the workplace administration and usage of workers. In peculiar we focus on subjects of hiring, internal communicating, productiveness, turnover and keeping and procedures of client out-sourcing.

To synthesise and discourse findings and present some probationary thoughts that can help the adjustment sector, and the parts that depend on it, to break anticipate and respond to the sometimes complex links between ICT acceptances and touristry demand for modern engineering.


It is of import to observe the international literature has by and large shown that in the past little touristry houses have been less likely to implement ICT than their larger opposite numbers ( Mutch, 1998 ; Paraskevas, 2002 ; Milev and Marsh 1998 ) . Studies in the US, for illustration, show that directors in larger belongingss ( greater than 300 suites ) attach significantly more of import to the Internet as a tool to do reserves and analyze the competition than their smaller opposite numbers. Similarly, they rated its importance as a agency to pass on with co-workers, sellers and corporate offices significantly higher ( Van Hoof, et Al, 1998 ) . This is besides fits the forms seen in the surveies conducted in the UK ( Sigala et al, 2002, Evans and Peacock 1999 ; Buick, 2003, Main, 2001 ) and elsewhere ( Milne and Pohlmann 1998 ) .

Resent old ages have seen a turning figure of little operations encompassing ICT for no other ground than they merely have no pick ( Ateljevic 2002 ) . The competitory cost of being ‘invisible ‘ in a sector that is progressively dominated by web-based booking systems is excessively great to bear for little operators who are already confronting low borders and turning competition ( Buhalis 1999 ) . Thus ICT consumption is turning quickly and, in the instance of New Zealand, the usage of computing machines, electronic mail and the Internet is making near impregnation degrees ( Nodder et Al, 2003a ) .

However it is of import to observe that there are changing degrees and grades of ICT usage and many observers argue that the edification with which difficult and package is used still lags behind larger operators, even though the existent equipment may be in topographic point ( Milne et al, 2004 ) . The ground for the yesteryear, and sometimes present, slowdown in ICT consumption and usage by little concerns are many and varied and are inevitable shaped by both internal and external ( environmental ) factors, ICT usage by smaller adjustment operators tends to be dominated by accounting maps, informations processing and stock list direction tools. While electronic mail and web site usage is besides progressively common as celebrated above this is non needfully plenty to run into the germinating demands of progressively technologically savvy consumers.

Buhalis and Laws ( 2001 ) discourse the behavior of these new consumers who are going more used to interacting in an electronic environment and are progressively demanding that touristry endeavors be easy accessible on the Internet.

Not merely do they necessitate entree to information but besides the ability to book online and submit payment in a secure environment ( Mason and Milne 2002 ; Gatty and Blalock 1998 ) .

Buhalis ( 2003, 143 ) remarks on a figure of factors that determine the debut of ICT by SMTE. Factors “ arising in political, societal and economic forces ” can take to the consumption and development of engineering as portion of broader schemes. Thus it could be said that the ‘new, sophisticated ‘ consumer is forcing SMTE to react and increase efficiencies ( Nodder 2003 ; Milne et Al, 2004 ) . Similarly, SMTE who are organizing strategic confederations in order to increase their influence on a planetary market necessitate the support that can be delivered by up-to-date ICT.

As pointed out by Cooper ( 1998 ) , “ adjustment is the cardinal component of the touristry merchandise, non merely is it the largest and most omnipresent sub-sector within the touristry economic system ” . The adjustment sector is the indispensable constituents for the touristry development, be aftering and economic system within any finish and consists of different sub-sectors from which hotels can be considered as the important 1. It is on this premiss that Medlik and Ingram ( 2000 ) , contributed by stating that “ the primary map of a hotel is to suit those off from place and provide them with their basic demands ” but through the old ages the variegation in the proviso of adjustment as touristry merchandises, alteration in consumer demand, demands and outlooks, globalization and modernization challenge has given rise to an addition degree of ICT competition among adjustment service suppliers.

The adjustment sector and the impact of engineering have had great influence on the distribution of the adjustment merchandises. The development of engineering has seen adjustment suppliers reexamining their selling scheme and presenting their merchandise via an invention distribution channel. The Global Distribution Channel ( GDS ) and Computer Reservation Channel ( CRS ) represent the strongest distribution system for hotels and international ironss. Harmonizing to Travel Mole ( 2001 ) , “ the Hotel Electronic Distribution Network Association has reported that hotels engagements made through Amadeus, Galileo, Sabre, Sahara and World span grew 11.4 per centum in 2000, with 48,787,000 engagements. ”

The development of the cyberspace provide the chance for the online booking through a cardinal reserve system every bit good as the execution of on-line selling scheme and interaction with clients such as the e-commerce.

However, it shows that despite the impact of the environment, seasonality or technological, the adjustment industry will still go on to introduce and diversify and spread out to provide the demand in touristry merchandises.

1.5 Accommodation, and ICT – a reappraisal

ICT are progressively recognised as a critical portion of the strategic direction of adjustment administrations irrespective of size ( Buhalis, 2003 p51 ) . Surveies of the important intra-firm impacts of new engineerings have been paralleled by broader analyses of ICT ability to change distribution web and planetary industry constructions ( Nodder et al, 2003 ) .

Internally there has been a focal point on the impact of engineerings in both front office and back office countries with an accent on point of sale ( POS ) engineerings, in-room amusement, back-office accounting, human resources direction and supplier relationships ( Anon 2002b ; 2003b, Baker and Sussman 1999 ) .

Emphasis on the broader impacts of ICT has been placed on airline-based Global Distribution Systems ( GDS ) and Computer Reservation Systems ( CRS ) , Property Management Systems ( PMS ) and Destination Management Systems ( DMS ) ( Milne and Ateljevic 2001 ) . The latter have been used by endeavors to heighten public presentation in the planetary distribution channels that dominate international tourer flows, and to make seamless integrating between internal engineering usage and the outside universe ( Go and Pine 1995 ; Gray et Al, 2000 ) .

In simple footings, tools that facilitate the transmittal of information and a degree of interactivity between touristry operator and consumer are indispensable to each phase of the touristry value concatenation, particularly when sing distribution and the ability to come in new markets ( Buhalis 2001a, B ) .

There are a figure of ways that Information and Communications Technologies can heighten the public presentation of an adjustment endeavor and aid in deriving competitory advantage ( Baker et al, 1999 ; Baum and Odgers 2001 ; Buhalis 2001c, Milne and Pohlmann 1998 ) . These include ; leting a quicker response clip to market and immediate processing of questions ; incorporating different applications to let seamless processing with decreased mistake ; sharing of resources ; increasing capacity of work flow and worker productiveness ; customization and/or standardization of cardinal merchandise offerings ; flexibleness and the adaptability needed to maintain gait with the fast moving market, and the ability to making communities of on-line providers and clients ( Murphy 2003 ; Mutch 1998 ; Sigala et Al 2001 ) .

The relationship with the client can hence be enhance at the information assemblage and pre-arrival phase, during the reaching, check-in and stay phase, and besides in the going and post-stay phase. The ability to ‘mine ‘ informations gathered from clients and to mensurate the public presentation of single workers and sections besides makes it easier to benchmark, comparison and contrast public presentation across planetary boundaries while besides making localized betterments ( Van Hoof 1996, 2003 ) .

The adjustment concerns has this concern of bettering market portion and increase profitableness as a consequence of supplying a alone experience to clients with the adjustment construction located within an ecologically delicate natural environment. So it is really of import that adjustment concerns adopt an environmental direction strategy by following H2O preservation construct by cut downing H2O use chiefly in countries where there are H2O deficit, energy preservation, for illustration the Hong Kong Guide place a manner for salvaging energy with the usage of a computing machine which controls energy and even suites in a manner that every bit shortly as a room is vacated and doors shut the visible radiation will close automatically.

Technological invention is besides depicted as an betterment in a merchandise or service public presentation in footings of quality, cost, velocity or figure or characteristic ( Cohen & A ; Levinthal, 1990 ) . The technological invention within the tourer adjustments activity has to capture the peculiar and differential characteristics of sector, characterized by the nature of the service. Harmonizing to Gallouj and Winstein ( 1997 ) there are some facets that characterize service and have a great influence on the definition of technological invention. Those can be relevant to the adjustment sector in the undermentioned ways:

First, there is a close interaction between production and ingestion ( coterminality ) that makes hard the typical merchandise and procedure fabrication differentiation. The coterminality implies that the invention activities will concentrate on service individualisation, accommodating the service provided to the client demands. Furthermore, the coterminality leads to a higher grade of service heterogeneousness – the exchange object differs from one instance to another. Merely institutional alterations, efficaciously implemented as a concern scheme, must be regarded as technological inventions, and non those spontaneously generated and derived from human interaction. This characteristic tantrums on the hotel set of services provided to their clients.

The 2nd is the intangibleness and turning information contents in the proviso of services. The information and communicating engineerings play a critical function in the invention activities of tourer adjustment concerns: to make the possible clients with information that helps to acquire the deeper apprehension of the service purchased ; to make the largest portion of the demand ; to obtain and treat the information for a better concern public presentation.

The function of human resources as a cardinal competitory factor. The importance of the human factor in service activities is associated with the capableness to set up the quality and characteristics of the service eventually provided. Training and instruction activities are explicitly considered as one manner to better and upgrade the technological capablenesss of service companies. Changes in the organisation architecture can be linked to the debut of new engineerings, and should be included as technological invention activities. These organisational issues are relevant in the adjustment industry to carry through the services demands.

As Weiermair ( 2001 ) notes, Information and Communication Technologies play an built-in function in enabling touristry operators of all types to “ move local and think planetary ” . Information and Communication Technologies have been claimed by many observers to be the anchor of the touristry industry ( Wong 2001 ; McCann 2001 ; Applebee et Al, 2000 ; Connolly and Olsen 2001 ) and adjustment is no exclusion to this regulation. ICT is seen as a vital, and frequently slightly unmarked, component that forms and underpins direction of operations, human resources, sale and selling and accounting and finance ( figure.1 ) Indeed ICT is seen more and more as an enabler of competitory betterments for both little and larger endeavors likewise ( Anckar & A ; Walden 2001 ; Gretzel and Fesenmaier, 2000 ) .

The touristry industry includes a broad scope of activities such as eating houses, amusement, transit and adjustment. A strict and dependable analysis of the technological alteration focuses on one of these activities that include a homogenous set of companies with similar production maps – inputs, end products and available engineering – and market environment. The homogeneousness of the available informations and the comparative importance within the industry, make advisable to take the cordial reception concern as the field of the survey. The housing sector is an outstanding tourer activity since is a sine qua non in the proviso of all the other touristry services, being the basic demand of the tourer at the finish point.

Figure 1: The built-in function of ICT in the adjustment sector

( Connolly and Olsen, 2001, 87 )

Connolly and Olsen, 2001, 87 )

Within New Zealand, like elsewhere around the universe, the authorities and major telecommunications endeavors have a critical function to play in supplying the connectivity and bandwidth to back up ICT consumption and effectual usage in concern ( e.g. Ministry of Economic Development Project Probe enterprise ) and in which industry and concern leaders to construct capablenesss ( a key aims of the eCommerce Action Team ECAT ) . As Nodder ( 2003 ) notes, nevertheless, these enterprises have frequently highlighted the demands of big concerns, sometimes overlooking the SME that are critical to sectors such as adjustment.

1.6 The New Zealand adjustment industry – an overview

The New Zealand adjustment industry is made up of a scope of sections and is non an easy sector to specify. The research worker get down this subdivision with a short treatment of definitional issues go arounding around adjustment type and size, so reference issues related to the sectors overall size, economic value and geographical construction.

Specifying adjustment and size

The cardinal elements are defined below and are based on the descriptions provided by one of the state ‘s prima suppliers of adjustment based information – the Automobile Association ( see ) :

i?¬ Hotels: includes both hotels and resorts

Hotels of universe category criterion are found in major metropoliss, taking provincial and resort countries. They have bar and restaurant installations. Suites have phone and Television, lavatory, bath/shower installations and normally have tea/coffee devising installations. Country hotels and saloons offer clean, pleasant suites. Hotels and saloon can mention to taverns without adjustment. Some sporting Lodges and upmarket resorts offer sole hideout location with top-class installations.

i?¬ Motels: includes motor hostel, flats and motels

These are a popular signifier of adjustment for domestic travelers and household groups as most units offer ego catering installations. They besides have phone. Television tea/coffee, bathrooms and lavatory installations ; they have made up beds, bedding and parking. Breakfast can normally be ordered at an excess cost.

i?¬ Hosted: includes private hotels, guesthouses, bed and breakfast, and vacation farm ( farm stay ) adjustment

Guesthouses may sometimes be in restored older edifices, non all include breakfast. Private hotel means no spirits licence. Home-stay and farm-stay usually means adjustment is available in the household house, though a separate extension or bungalow may be included. Bathroom may be separate or shared. Guests may portion place cooked repasts with their hosts or fellow travelers, breakfast is normally included in the duty, and other repasts are sometimes available by anterior agreement.

i?¬ Backpackers/Hostels

By and large independently owned, with an accent on enabling travelers to blend and mix. Most offer a mix of shared suites ( residence halls ) and double/twin/single suites. Monetary values can get down every bit low as $ 15. The focal point market for this group is frequently jr. independent travelers.

i?¬ Caravan parks/Camping evidences.

Tent sites, train sites, campervan sites etc with cardinal lavatory installations and recreational installations ( games, Television suites ) , some besides offer onsite cabins which offer beds and a roof but little more, some are more upmarket with ensuite installations, Television etc.

Industry Features

The New Zealand adjustment sector continues to turn although periods of International uncertainness and domestic abroad economic fluctuations have impacts on the industry from clip to clip. Although there are some sectoral fluctuations overall tendencies in tenancy rates have been lifting during the past five old ages ( Figure 2 ) . The comparatively robust nature of the industry is underlined by the fact that during this period the planetary touristry industry has faced some of its most ambitious times with the apparition of terrorist act and wellness related pandemics making a major downswing in international reachings for several developed and developing states.

Figure2: Five old ages trends in adjustment sector tenancy rates

( Beginning: Statistics New Zealand, 2004 )

Performance in the past twelvemonth has been steady with most sections of the industry demoing small growing. The overall tenancy rate for February 2004, excepting Caravan parks/camping evidences, was 69 per centum, the same rate as that recorded a twelvemonth earlier ( Table 3.1 ) . Hotels and motels both recorded rates of 72 per centum in February 2004, while backpackers/hostels recorded a rate of 63 per centum. Four of the five adjustment types recorded additions in guest darks in February 2004 compared with February 2003. Entire guest darks in short-run commercial adjustment were 3.2 million in February 2004, a 3 % addition compared with February 2003 and 10 % addition compared with February 2002. Motels ( up 53,000 or 5 per centum ) recorded the largest absolute addition in guest darks, followed by backpackers/hostels ( up 41,000 or 11 per centum ) . Motels had the largest portion of entire guest darks in February 2004 with 33 per centum, followed by hotels with 30 per centum and train parks/camping evidences with 22 per centum.

1.7 Decision

This research has highlighted a figure of cardinal issues in the relationship between ICT acceptance and adjustment use/demand in the New Zealand hotel sector. The chief findings can be summarised as follows: In common with other parts of the universe, the New Zealand adjustment sector is going progressively reliant on ICT. Large hotels have already invested to a great extent and are now heightening and polishing their usage of more mature engineerings. For little operations the take-off in ICT usage has occurred more late. Future investing in ICT is improbable to decelerate. The Internet and the usage of online information by consumers and providers are playing a major function in act uponing overall adjustment industry public presentation and administration. The impact of online engagement is being felt across all sections of the industry. As the Internet evolves into a individual, powerful ‘information main road ‘ supported by diverse engineering applications, there will be many chances for more flexible and efficient gross revenues procedures, data-warehousing, customized service proviso and labour monitoring.

1.8 Recommendation

While ICT will go on to better efficiency and cut down cost in the big adjustment sector its chief function in the hereafter is seen as the facilitation, proviso, and monitoring of service quality and the blurring of divisions between sections and different belongingss. There is a clear sense that engineering ‘s major impact on occupation decrease has already occurred. There is a existent demand for workers to hold a deeper apprehension of non merely the engineering itself, but besides of how the engineering is embedded within overall concern operations and public presentation.

The undertaking of the improving service and public presentation through ICT acceptance in adjustment organisations is complex. The execution of engineering may really good help in bettering service quality but research shows rather clearly that engineering and information entirely do non confabulate competitory advantage. If directors want to change over ICT investings into existent service quality and public presentation betterments they must understand its links to, and impacts on, workers, directors and providers. In simple term the work of directors is going more complex and they excessively progressively require a deeper apprehension of ICT as a concern tool and its possible applications in the concern scene.

In recent old ages adjustment concerns have been influenced by significant ICT alteration, both from within and outside the industry. The experience gained in retrieving from inauspicious impacts, or from accommodating to take advantage of new chances, has been difficult won. Lessons learnt from such valuable experiences need to be shared to guarantee the continued development of the industry. At the same clip it is clear that the function of ICT in the industry will turn and germinate in the following few decennaries, conveying with it a scope of new labor and developing demand. There is widespread consensus that formal preparation in the sector falls short of the evolving industry demands for skilled workers. Hotel and touristry schools appear to be holding jobs maintaining up with technological alterations which require.

In reasoning the research worker is of the sentiment that there is a demand to break facilitate entree to preparation programmes for operators, their staff, and bunch administrations. Improved feedback to industry on touristry demand and provide tendencies is required, and the constitution of formalistic communicating between tourer and third suppliers is progressively necessary. Recent enterprises highlighted in the Tourism Strategy will surely assist to get the better of these issues. It will besides be of import to supervise the attempts made by groups like the CTC in Canada and Service Skills Victoria in Australia, as they set up new organic structures that link the adjustment industry and preparation suppliers together to take work force development for the sector. Such organic structures have the possible to help industries, endeavors, and their work force to incorporate accomplishments development with concern ends.

Based on the above function of ICT in the hotel industry, the impact of ICT on the adjustment sector can non be measured.

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