The e-commerce has increased over the last decades, and this have indicated a change in the booking behaviour within tourism. The change within the tourism business is almost completed to go from offline to online services. This has developed a new form of companies; the online travel agencies (OTAs). As this change has been developed, not all customers is aware of the function of the OTAs. The purpose of this study is to investigate the role of the Kano Model when a third party is involved in the sales through a case study of three OTA sites. This study provides a content analysis with gathered customer reviews. The main findings of this study indicate that the five quality elements of the Kano model may be interrupted by a third party. The customer satisfaction of the OTAs can be decreased by factors that they are not able to control.

Purpose: The purpose of this study is to gain in-depth understanding of the influence of booking channels in the hotel sector on the small hotel's organization. Method: The essay is based on a qualitative multidirectional study conducted with 6 semistructured interviews as a data collection method. Previous research: To give the reader an idea of the subject, previous research and studies summarize the influence of booking channels on hotels in this section. The research lies with the theory section as the basis for the final analysis. Theory: The theory deals with two-sided networks in a platform theory to create understanding of the relationship between users and the platform. The section also discusses two businessmodels, B2B and B2B2C, which describe the business process traditionally and how it developed in line with e-commerce. Empiria: The Empiria section begins with a presentation of the 6 cases investigated and these lected respondents interviewed. The hotels that participated in the survey are Lydmar Hotel, Hellsten Hotels, Mälardrottningen, Sky Hotel Apartments, Hotell Hansson and Hotell Anonym. Finally, the respondents' responses are summarized and linked to the themes identified during the course of data collection. Findings: The results of the study indicate that the major booking channels have a big influence on small hotels but that they contributed to the opportunity for the small hotels to market globally and therefore receive higher occupancy rates than before. The booking channels have also played an important part in Stockholm's destination development.

In 2016, online travel sales increased 8%, resulting in profits increasing to over 565 billion U.S. dollars. Traditional travel agencies in brick-and-mortar storefronts are facing challenges related to competing with online travel agencies (OTAs), attracting new customers, and retaining existing customers. The purpose of this qualitative case study was to explore the e-commerce processes, business models, and strategies that leaders of traditional travel agencies use to compete with OTAs. The study sample consisted of 8 travel professionals from 3 small travel agencies located in the mid-Atlantic region of the United States. The conceptual framework for this study was Rogers's diffusion of innovation theory. Data for the study were derived from semistructured interviews, review of travel agency documents and websites, and review of interview transcripts. Data analysis and methodological triangulation included coding, organizing, interpreting, and summarizing data to identify themes. Four themes emerged: the effect of e-commerce on travel agents' performance, competing with online travel agencies, marketing strategies to attract and retain customers, and e-commerce processes used in travel agencies. Fifty percent of travel agents' business declined, and performance decreased because customers used OTAs or e-commerce websites to purchase vacations. Travel agents specialized in niche' travel destinations to compete with OTAs. Travel agents differentiated products and services to attract and retain customers. Leaders may use the findings to develop strategies, improve business processes, and profitability, thereby, increasing revenues, creating jobs, and providing income for families.

Under de senare åren har försäljningen av flygbiljetter och hotell på internet ökat. Det har tillkommit många nya företag som etablerats som internetresebyråer. Företagen har tagit marknadsandelar från flygbolagens egna försäljningskanaler vilket har gjort att flygbolagen tappat kontakten med kunderna. Detta medför att flygbolagen får svårare att veta hur deras kunder reser och de kan heller inte få kontakt med dem om det händer något oförutsett. Syftet med denna rapport är att identifiera vilka parametrar som styr kunden att välja var flygbiljetten ska bokas och på det viset kunna ta fram förslag på konkreta förbättringsåtgärder som skulle kunna göra SAS hemsida till en mer konkurrenskraftig försäljningskanal. För att uppfylla målet med denna studie har en marknadsundersökning gjorts bland passagerare på Arlanda flygplats. Undersökningen var i form av en muntligt framförd enkät där samma frågor ställdes till flera utrikesresande under olika dagar och tider i veckan. Resultatet av undersökningen visar att många kunder har låg lojalitet på internet. Valet av vilken aktör som kunderna väljer att boka sin flygbiljett beror oftast på priset. Av de respondenter som bokade sin flygbiljett hos en internetresebyrå gjorde 44 % det på en sida de aldrig bokat på förut. Respondenterna upplever dessutom ofta att det är billigare att boka sin flygbiljett på internetresebyråer och känner inget extra värde i att boka på SAS hemsida. Detta utgör ett visst hot mot SAS men samtidigt skapas möjligheter att utveckla och anpassa sidan efter kundens behov. En sambandsanalys visar att säkerheten att betala, snabbheten och enkelheten att boka en flygbiljett är de parametrar som ökar helhetsintrycket på sidan. SAS har ett lojalitetsprogram som kallas för EuroBonus där resenärer får poäng varje gång de reser med flygbolaget. Det senaste året har den Amerikanska internetresebyrån Expedia lanserat ett lojalitetsprogram. Kunderna som bokar sin SAS‐biljett på Expedia får både SAS Eurobonuspoäng och lojalitetspoäng som de kan utnyttja på Expedias hemsida. Dessa tjänster utgör ett hot mot SAS hemsida och försäljningen där kan minska om inte SAS utvecklar sitt Eurobonusprogram så att de kunder som handlar där får extra Eurobonuspoäng. SAS vill att de resenärer som åker med dem bokar sin flygbiljett på deras hemsida. De vill även att deras hemsida ska ge kunderna ett bra helhetsintryck av att vara en enkel plats att boka flygresor på. För att uppnå detta behöver de få mer information om kundernas bokningsbeteende. Slutsatserna av denna rapport är att SAS bör öka värdet för kunden i att boka sin flygbiljett på deras hemsida. De skulle till exempel kunna utveckla sitt lojalitetsprogram EuroBonus så att de kunder som bokar på hemsidan får extra bonuspoäng. De kan också satsa på att ha korta kampanjer med få destinationer under en begränsad tid. På grund utav tidsbegränsningen skulle det vara svårt för de personer som letar efter de billigaste biljetterna på en internetresebyrå att hitta dessa kampanjer. Det i sin tur skulle innebära att kunderna då måste besöka SAS hemsida. Är priserna tillräckligt attraktiva så kan SAS hemsida uppfattas som den billigaste kanalen i framtiden. / During the last few years, the airplane ticket sales have increased substantially. A lot of new companies have joined the market and established themselves as online travel agencies. The agencies have taken a significant market share from the airline company which has resulted in the airline companies loosing a lot of the consumer contact they used to have. The purpose of this report is to identify what parameters it is that lead the customers to choose where to buy airline tickets and by doing so be able to find ways to make SAS website more competitive. To fulfill the purpose of the report a face‐to‐face market survey has been done among passengers at Arlanda Airport. The survey has been performed all days of the week at several different times of the day. The result of the survey shows that many Internet customers are very disloyal and that the choice of channel mainly depends on the price. Out of the respondents who booked their ticket at an online travel agency 44% did it on a page they never booked at before. The respondents often feel that it is cheaper to book a flight on an online travel agency and do not feel any extra value in booking on the SAS website. This information can be seen as a threat to SAS but also as an opportunity to develop and customize the website to suit customer needs. A correlation analysis shows that the payment security, speed and simplicity of booking an airline ticket are the top parameters that increase the overall impression of the page. SAS has a loyalty program called EuroBonus where travelers get points every time they travel with the airline. This last year the American Internet travel agency Expedia has launched a loyalty program. Customers who book their SAS ticket at Expedia receive both SAS EuroBonus points and loyalty points to use at the Expedia website. These kinds of services can be seen as a threat and might lead to SAS falling behind in sales and even lose customers unless they join the trend and develop their loyalty programs on their own website. SAS would like the travelers flying with them to book the flight at their website. They also want the website to make a good impression being satisfying and easy to use when buying airplane tickets. To make this happen they need more information about the booking habits of their customers. The findings of this report is that SAS should add value for the customer who book their ticket on the SAS website. They could for example develop the Eurobonus loyalty program so that customers who book tickets on the website get extra bonus points. SAS can also try having short campaigns with only a few destinations during a limited period. Because of the time limitation it would be difficult for those who are searching for the cheapest tickets at an online travel agency to find these campaigns. This would mean that costumers will have to visit the SAS website. If the prices are attractive enough the SAS website might be perceived as the least expensive channel in the future.

The thesis deals with marketing communication of Grandhotel Zvon. The thesis includes theoretical introduction, basic information about Grandhotel Zvon, marketing mix (4P), analysis of current marketing communication and the costs of this communication. The final part presents suggestions and recommendations, especially creating a profile on social networks.

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No. of bitstreams: 1 TCC_Wagner_Direito_Negócios_16_set.pdf: 1220699 bytes, checksum: 67fb7c7d2bac432c741a2cea0b1062f8 (MD5) Previous issue date: 2018-08-21 / O presente trabalho tem como objeto a análise jurídica da responsabilidade civil das agências de turismo online na intermediação de serviços de hospedagem. O mundo hoje é predominantemente digital e, para acompanhar essa evolução tecnológica, novos modelos de negócios surgem em uma velocidade nunca vista anteriormente, desafiando constantemente o direito. Nesse ambiente inovador, pretende-se demonstrar, com estudos de legislações esparsas, como a doutrina e os magistrados do Superior Tribunal de Justiça, do Tribunal de Justiça e dos Juizados Especiais Cíveis do estado de São Paulo contemplam o modelo de negócios das agências de turismo com os hóspedes e com as acomodações. Identificou-se, por amostragem não probabilística, que magistrados têm mais de um entendimento acerca da responsabilidade civil, especialmente a partir do ano de 2015, quando se encontram decisões a favor da ilegitimidade passiva das agências online, embora essa posição não seja majoritária. Em meio a tantas inovações em tecnologia, ensejadoras de autêntico progresso social, deparamos com decisões judiciais contraditórias e excessos que não refletem o novo modelo de negócios de reservas de acomodações. / This paper aims at the legal analysis of civil liability of online travel agencies in the intermediation of accommodation services. The world today is predominantly digital and to keep up with this technological evolution new business models emerge at a speed never seen before, constantly challenging the law. In this innovative environment, it is intended to demonstrate, with studies of sparse legislation, how the doctrine and judges from the Superior Court of Justice, the Court of Justice and Special Small Claim Courts of the state of São Paulo contemplate the business model of travel agencies before the guests and the accommodations. It has been identified by non-probabilistic samplings that judges have more than one legal understanding about civil liability, especially from 2015 onwards, when there are decisions in favor of the passive illegitimacy of online agencies, albeit it is not the majority decision. Amidst so many innovations in technology, as it entices social progress, we face contradictory judicial decisions and excesses that do not reflect the new business model of accommodation reservations.