The shift to an internet-based room reservation system has many advantages for the hotelier. It facilitates global distribution since it is largely automated and accessible 24 hours a day, seven days a week. It is largely self-service, which means more people can be serviced with the same support staff. Web-based room distribution is a more cost-effective model than telephone distribution (Travel Weekly, 2004; Wong and Law, 2005). Hotel and room information on hotel web sites is more accurate and consistent than telephone sales and can be updated faster. The shift to e-commerce can reduce costs, allow hotels to interact directly with customers, improve the reservation and sales process through the availability of more timely information, and consequently help an organization outperform its competition (Liu and Arnett, 2000). Even more importantly, consumers are shifting their purchasing processes to use more online
resources for booking hotel rooms, requiring hotels to be savvy in their internet distribution strategies and processes (Travel Industry Association of America, 2008).
The shift to an internet-based room reservation system has many advantages for the hotelier. It facilitates global distribution since it is largely automated and accessible 24 hours a day, seven days a week. It is largely self-service, which means more people can be serviced with the same support staff. Web-based room distribution is a more cost-effective model than telephone distribution (Travel Weekly, 2004; Wong and Law, 2005). Hotel and room information on hotel web sites is more accurate and consistent than telephone sales and can be updated faster. The shift to e-commerce can reduce costs, allow hotels to interact directly with customers, improve the reservation and sales process through the availability of more timely information, and consequently help an organization outperform its competition (Liu and Arnett, 2000). Even more importantly, consumers are shifting their purchasing processes to use more online
resources for booking hotel rooms, requiring hotels to be savvy in their internet distribution strategies and processes (Travel Industry Association of America, 2008).
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