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E-Commerce Management
(Lecturer: Mr Damien Yam)

Individual Assignment

Assignment Question:
Explain how the use of Information Communication Technology (ICT) and
E-Commerce has produced competitive advantage to Hospitality Industry

Done by: Jane Lim Chiew Ping
Submitted on: 19th November 2009 Table of Contents Page

1.0 Introduction……………………………………….. ………03

2.0 E-Commerce Applications for Hospitality Organizations…05

3. Lodging……………………………………………….........06

4.0 Food Industry………………………………………………12

5.0 Meetings and Events………………….……………………14

6. Entertainment/Recreation………………………………….15

7. Airlines………………………………. ……………………16

8. Travel Agents……………………………………………....19

9. Cruise Lines ………………………………………………..21

10. Conclusion……………………………………………….. ..24

11. References………………………………………………….25

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Introduction

When most people think about hospitality industry, they have visions of hotels, airlines, cruise ships, restaurants, health spas, and the like, based on their personal experiences. All aspects of the industry are involved in business processes at the operations level. Business processes consist of transactions and interactions with guests or customers, employees and even other businesses. A transaction is an activity such as checking in to a hotel or placing an order in a restaurant. Interactions include the relationships that take place during each transaction. A desk agent at the hotel takes the opportunity to create a positive first impression with a guest during the check-in process. An experienced restaurant server provides information about the preparation of menu items to enhance the dining experience. Hospitality differs from most other industries in that interactions create memorable customer experiences,