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Information to Users INFORMATION TO USERS This manuscript has been reproduced hmthe microfilm master. UMI films ttm text diredy from the original or capy submitted. Thus, some Wsand dissertation copies are in typmMbr face, whik others may be from any type of cornputer printer. The quality of thk mplod~b &p.dent upon the qurltty of th. copy submitted. Broken or indistinct print, cokred or poor quali illustrations and photographs, pn'nt Meedihrwgh, mhtadad margins, and impmper alignment can adversely affect reproductiori. In the unlikely event that the author did not send UMI a compkte manuscript and there are missing pages, these will be noted. Also, if unsuthorirecl copmt material had to be removed, a nate will indicate the deletion. Oversize materials (e.0.. maps, dmwings, charts) are reproduced by sectiming the original, beginning at the upper lefthand corner and contiming from left to right in equal secüms wïîh small overlaps. Photographs included in the original manuscript have been reproduced xerographically in this copy. Higher quality 6' x 9 Mack and white photographie pnnts are available for any photogmphs or illus~nsmaring in this copy for an additional charge. Contact UMI diredly to order. Bell & HWlInformation and Leaming 300 North Zeeb Road, Ann Albor, MI 481-7346 USA Com~uterReservations Svstems in the Montrd and Toronto Tourism Industries: Admtion and Use Trends Kara M. Giil Department of Geography McGilI University, Montreal A Thesis submitted to the Faculty of Graduate Studies and Research in partial fulfubent of the requirements of the degree of Master of Ans. O Kara M. GU 1998 National Library Bibliothèque nationale l*l of Canada du Canada Acquisitions and Acquisitions et Bibliographie Services senrices bibliogra~hiques 395 Wellington Street 395. rue Wellington OttawaON KlAON4 OaawaON KlAW Canada Canada The author has granted a non- L'auteur a accordé une iicence non exclusive iicence allowing the exclusive permettant à la National Library of Canada to Bibliothèque nationale du Canada de reproduce, loan, distribute or seil reproduire, prêter, dismibuer ou copies of this thesis in microform, vendre des copies de cette thèse sous paper or electronic formats. la forme de microfichelfilm, de reproduction sur papier ou sur format électronique. The author retains ownership of the L'auteur conserve la propriéte du copyright in this thesis. Neither the droit d'auteur qui protège cette thèse. thesis nor substantial extracts fiom it Ni la thèse ni des extraits substantiels may be printed or othenvise de celle-ci ne doivent être imprimés reproduced without the author's ou autrement reproduits sans son permission. autorisation. A combination of technical innovations, system cost reductions, and pst-1970' s tourism industry restnicturing has led to the development and diffision of a variety of sophisticated computer resewation systems, or CRSs. These reservation systems have transformed the manner in which a destination and its travel products are packaged, marketed, and eventually sold to the consumer. Resently, over 96% of North Arnerican travel agents use CRSs to book a wide selection of travel products and services including domesûc and international flights, car rentals, rail, hoteis, tours, and mises to name a few. Favourable reports stress that the CRSs provide the more enlightened and discriminating 90's consumer with greater travel choice and increased flexibility in itinerary development. Less optimistic observers have noted however that this 'diversïfled flexibility' is practiced in a cornpetitive environment tbat Iimits the viability of independent. srnall tourism operators and certain destinations~ In spite of industry frenzy to 'get CO-mected' to these systems, questions remain as to the extent to which tourism suppliers and destinations have achieved such CRS links. In this case study of two urban destinations, Montreal and Toronto, tourism supplier relationships with CRS technology are examined. Drawuig on results hmthe accommodation and attraction sectors of each city, the varying degrees of CRS adoption and impact are illustrated. CRS adoption by firms is sbown to be constrained by a variety of management, market, and tounsm product-oriented barriers. Strategies employed by tourism suppliers to counter and overcome these baniers are identified. Following a review of tourism and information technology policies within Canada, sorne regulatory initiatives that may assist in a facilitating successful technology adoption and use among the various components of the urban tourism product are proposed. The constantiy evolving 'technological* channels and networks of tourism marketing and distribution are shown to be important influences on tourism destination policy, SOMMAIRE La restructuration de I'indusme du tourisme, datant des années 703,associke à [a réduction des coûts et à une série d'innovations techniques, ont petmis aux systèmes informatisés de réservations (SIR) de se developper et de se propager- Les SIR ont change a façon de presenter, mettre en marche, et éventuellement vendre aux consommateurs tout ce qui touche au voyage. de la destination aux services offerts. Aujourd'hui, plus de 96% des agences de voyage nord-américaines utilisent des SIR pour réserver une gamme variée de produits et services, comme les vols nationaux et internationaux, les locations de voiture, les trains, les hôtels, les visites guidees et les croisi&res. Des analyses positives d6montrent que les SRpermettent aux voyageurs expérimentés et avertis un plus grand choix de voyages et une mei 1leure latitude dans le développement d' itineraires. Des observateurs, moins enthusiastes, no tent que cette plus grande flexibilite s'effectue dans in environment compétitif qui affectent la survie des petites compagnies independantes ainsi que certaines destinations. Malgr6 un engoument marqué par les agences à se relier à ces systemes, plusieurs questions demeurent sur l'impact qu'auront les SIR sur les usagers et les destinations touristiques en général. Dans cette eiude, j'examinerai les relations entre l'industrie touristique et Ies SIR pour deux grands centres urbains, Montréal et Toronto. Basé sur les services et attractions touristiques, le type des compagnies touristiques demontre les différents niveaux d'adoption et d'impact des SIR. I'identinerai les differents domaines, que ce soit la gestion, le marche ou le produit towistiq~e,qui nuisent aux succès de l'utilisateur des SIR, ainsi que les stratégies utilisées par les fmes touristiques pur surmonter ces difficultés. La signification des types de compagnies touristiques et les stratégies pour une mise en marché profitable des compagnies touristiques dans l'he des SIR, ainsi que les changements constants dans les réseaux de distribution et la mise en marche de I'industrie du tourisme sont des facteurs importants dans la détermination des destinations touristiques. This thesis covered many facets of the towism industry and necessarily drew fkom a wide range of people with expertise that was not only professional and academic. but highly technical and operational as well. First and foremost 1 would Iike to thank dl of the tourism firm managers and employees from Montreal and Toronto who agreed to participate in the snidy and gave the gift of their time and knowledge. Hopefuliy the results of your efforts. presented here. will lead to better cornpetitive prospects for your fïrms in the future. The many industry and government representatives who shared their varied insights and opinions of IT's role in tourism were invaluable to the research. The pdicy recommendations contained herein are reflections of those past 'edïghtening' debates. From McGill University, 1 would like to thadc Gordon Ewing for ùïs thoughtful and supporting comments on my 'shaky* thesis draft And Simon Milne, my supervisor - 1 would not have finished this work without your consistent guidance, patience. and wise words. You are a teacher in the noblest of tenns. Lastly. 1 must express a worid of gratitude to my f'lyand fnends who have kept me sane and motivated over the past few years. Mom, thank you for straining your eyes over the many pages of 'convoluted' sentences; and for king my source of inspiration. This thesis is dedicated to you. Joey, thanks for adding a technical edge to the figures and drawings contained on these pages; and for wiping my tem when the words were not flowing. Dad, thank you for the support and encouragement you gave me during the many research trips to Toronto. Grazie a Angelina e Mario, Alex and Anila. Alas. with ali of your help, the job is done. TABLE OF CONTENTS Abssact Ac know ledgments List of Tables List of Figures CHAPTER ONE: ~ODUCIION 1 1.1 Introduction 1.2 AUns and Objectives 13 Thesis Structure CHAPTER TWO: IT. Tocnusu & REGIONAL DEVELOPME~ 9 2.1 Tourism, Development and lT 2.2 Tourism and the New Political Economy 2.3 Contributing to the New Political Economy CHAPTER THREE: CRS DEVEL~PMENT 23 3.1 Airline CRS/GDS 3.2 Hotel CRS 3 -3 Regional Reservation Systems 3 -4 Ticketing Agencies 3.5 On-line subscription services CHAPTER FOUR: RESEARCHCorn AND METaom~omf 41 4.1 Montreal and Toronto 4.1. I The Role of Tourism in Monrreal 4.1.2 The Role of Tourism in Toronto 4.2 Methodology CHAPTER FIVE: HOTELAND CRS ANALYSIS 53 CRS Adoption Hotel Size and CRS Hotel Ownership and CRS Perceived Impacts of CRS on hotels Bookings Market Exposure Labour Productivity Rate-fixing Flexibility and Yield Manugemerrt Alliance Formation Distribution alternatives for small and independent hotels Management Attitudes
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