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Below are listed research papers authored by travel industry professionals connected to Genesys. They are all in pdf format. If you cannot view them, go to Adobe's Web site and download Acrobat Reader.

International CRM Survey - 2002
by Genesys - The Travel Technology Consultancy

This report sets out the results of a survey examining Customer Relationship Management (CRM) in Travel. The survey was commissioned by Anite Travel Systems and conducted by Genesys – The Travel Technology Consultancy, with the objective of learning about the industry's opinions and take-up of CRM. The survey sought to identify whether these opinions varied between holiday, travel and transportation providers, as well as agents and geography.

view the key findings

download the report (pdf 1.12mb) from Anite Travel Systems Web site

Viewdata RIP
by Andrew Yeates

Dissertation written with the supervision of Genesys, June 2002.

An analysis of the case for the widespread adoption of modern, XML, IP based reservation systems to replace Viewdata in the UK travel and tourism industry.

read the paper (pdf 1.3Mb)

The Endeavour Extranet: Building and Managing a B2B e-Community in the British and Irish Leisure Travel Industry
by P. Alford and K. Kärcher

Abstract
Endeavour is a business-to-business (B2B) extranet in the British and Irish leisure travel industry. It provides business critical information and reservation functionality for independent high-street travel agents, call centres, and home workers, enabling them to add new values in face of tough competition from vertically integrated tour operator groups and new direct-to-consumer channels such as the Internet and interactive digital television. This case study investigates the evolution of this ‘e-community’, including some of the challenges faced and lessons learnt while building it.

read the paper (pdf 2Mb)

The Airtours Cruise Intranet: Streamlining the distribution of information, knowledge and money
by G. Jewell, B. Williamson, K. Kärcher

Abstract
Airtours PLC is one of the largest vertically integrated tour operator groups in the world, and is partly-owned by Carnival Corporation, the world's largest cruise ship operator. The Airtours Cruise Division currently operates four wholly-owned cruise ships, servicing passengers from many different states in Europe and North America. The Airtours Cruise Division has implemented an advanced Intranet, i.e. a virtual private corporate network based on Internet-technologies. This Intranet links, via land lines and satellites, the Airtours cruise ships and all offices of the Airtours Cruise Division worldwide. Using this communication infrastructure, both voice and data are distributed between different locations as required. This paper outlines, in case study form, the technical and organisational infrastructure and operations of this 'state-of-the-art' Intranet, which cost-effectively streamlines the distribution of information, knowledge and money.

read the paper (pdf  68kb)

The Imminus Travel and Tourism Intranet
by G. Edwards, C. Dawes, K. Kärcher

Paper presented at the 5th International Conference on Information and Communication Technologies in Tourism - ENTER, Istanbul, Turkey, 21 - 23 January 1998

Abstract
Viewdata (i.e. videotex) has been the underlying technology for electronic package holiday distribution in Britain for two decades. Increasingly, however, there is a need to move away from this technology platform towards a more modern and flexible electronic commerce environment in which travel and tourism companies can trade. The emergence of Internet-based and other technologies as well as changed customer demand make it more and more necessary for British travel and tourism companies to adapt to these changes and adopt the new technologies. Imminus Limited, one of the two main reservation system companies for the package holiday business in the UK, is proposing a migration from viewdata to a new technology platform, the Imminus Travel and Tourism Intranet. (It should be noted that this intranet is in fact both an intranet as well as an extranet.) This paper outlines, in case study form, key issues related to the development and implementation of this new industry trading platform, which is currently being piloted in co-operation with travel agents and tour operators.

read the paper (pdf 93kb)

Re-Engineering the Package Holiday Business
by K. Kärcher

This paper was presented at the Third International Conference on Information and Communication Technologies in Tourism - ENTER, 17 - 19 January 1996, Innsbruck, Austria. An abbreviated version was published in: Klein, S., Schmid, B., Tjoa, A. M. and Werthner, H. (Editors) (1996). Information and Communication Technologies in Tourism. Springer-Verlag, Wien, Austria, pp. 221 - 234.

Abstract
Major European tour operator groups have been developing and installing new systems and corporate networks as well as links between these and other information and reservation systems in the travel and tourism industry during the most recent years. It is argued that these new system strategies are a key part of overall strategies to re-engineer their business activities both in the production and distribution of package holidays, in particular through the assembly and sale of new types of packages, to reduce threats imposed by technological developments and to cater for changed customer demand. It is likely that these re-engineered activities will secure the position of these tour operator groups not only in the short, but also in the long-term.

read the paper (pdf 376kb)

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