The Impact of E-Commerce on Hotel Management: Evidences from a Sample of Tuscan Hotels


  • Marco Ginanneschi Finanza Futura Srl - Florence



Hospitality, Hotels, E-commerce, Online, Internet


Presenting the results of a survey conducted in 2013 on a sample of 17 Tuscan hotels, this article analyses the impact of e-commerce on hotel management. It focuses on turnover, profitability and organization. The collected information suggests that the share of OTA related sales has become undoubtedly significant to the point to influence commercial policy and investment choices. The level of commissions applied by the new travel intermediaries is excessive according to hotels, which try to react by adopting directly controlled online booking systems. While profitability decreases, turnover and employment seem to be growing.


Ambrosetti S.p.A. (2009). Analisi dei fabbisogni formativi del settore turistico-alberghiero. Roma, Italy: Fondir. Retrieved from (10 September 2014).

Brancato, G., Macchia, S., Murgia, M., Signore, M., Simeoni, G., Blande, K., (…) & Hoffmeyer-Zlotnik, J.H.P. (2005). Handbook of Recommended practices for questionnaire development and testing in the European Statistical System. Bruxelles, Belgium: Eurostat.

Brace, I. (2013). Questionnaire design. London : Kogan Page Limited.

Buhalis, D., & Jun, S. (2011). E-Tourism. Oxford: Good Fellow Publishers Limited.

Christodoulidou, N., Brewer, P., Feinstein, A. H., & Bai B. (2007). Electronic Channels of Distribution: Challenges and Solutions for Hotel Operators. FIU Hospitality Review, 25 (2), 92-100.

Dev, C. S. (2012). Hospitality branding. New York: Cornell University Press.

Fredriksson, T. (2013). E-commerce and Development. Key Trends and Issues. Workshop on E-Commerce, Development and SMEs, 8-9 April. Geneva, Switzerland: WTO. Retrieved from (10 September 2014)

Frey, C. B., & Osborne, M. A. (2013), The future of employment: how susceptible are jobs to computerization? OMS Working Paper, 17 September 2013, Oxford, England. Retrieved from (10 September 2014)

Ginanneschi, M. (2014). The Growth of Internet Purchases and Travel Trade. Tourism Economics, 20 (5), 1105–1115.

Green, C. E. (2005), De-Mystifying Distribution. Bethesda, MD: HSMAI Foundation.

Gursoy, D. (2010). Chaotic Changes in Distribution Channels: Implications for Hospitality Companies. European Journal of Tourism, Hospitality and Recreation, 1 (1), 126-137.

ISTAT (2012), Linee guida per la qualità dei processi statistici, Roma, Italy: ISTAT.

Law, R., Leung, R., & Buhalis, D. (2009). Information Technology Applications in Hospitality and Tourism: A Review of Publications from 2005 to 2007. Journal of Travel & Tourism Marketing, 26(5), 599-623.

Lee, H. A., Guillet, B. D., & Law, R. (2013). An Examination of the Relationship between Online Travel Agents and Hotels: A Case Study of Choice Hotels International and Cornell Hospitality Quarterly, 54(1), 95–107.

Leung, D., Law, R., van Hoof, H., and Buhalis, D. (2013), Social Media in Torusim and Hospitality: A Literature Review. Journal of Travel & Tourism Marketing, 30, 3–22.

Leung, R., & Law, R. (2013). Evaluation of Hotel Information Technologies and EDI Adoption: The Perspective of Hotel IT Managers in Hong Kong. Cornell Hospitality Quarterly, 54(1), 25 –37.

Linea, N. D., & Runyan, R. C. (2012). Hospitality marketing research: Recent trends and future directions. International Journal of Hospitality Management, 31, 477– 488.

Mariani, M. M. & Mordenti, I. (2010). Does ICT really matter? Preliminary evidence from the Premier Hotels case, AlmaTourism, 2, 48-54.

OECD (2002). Annex 4. The OECD Definitions of Internet and E-commerce Transactions. In OECD, Measuring the Information Economy (pp. 89-90). Paris, France: OECD Publications.

O'Connor, P., & Murphy, J. (2004). A Review of Research on Information Technology in the Hospitality Industry. International Journal of Hospitality Management, 23 (5), 473-484.

O’Neill, J. W., & Mattila, A.S. (2010). Hotel Brand Strategy. Cornell Hospitality Quarterly ,51 (1), 27-34.

Osservatorio Nazionale del Turismo (2014), Presenze di italiani e stranieri per regione 2012, ONT official website. Retrieved from (10 September 2014)

Palvia, P. C. & D’Aubeterre, F. (2007). Examination of Infomediary Roles in B2C E-Commerce. Journal of Electronic Commerce Research, 8(4), 207-220.

Paraskevas, A., Katsogridakis, I., Law, R., & Buhalis, D. (2011). Search Engine Marketing: Transforming Search Engines into Hotel Distribution Channels. Cornell Hospitality Quarterly, 52(2), 200-208.

Scaglione, M., Schegg, R., & Murphy, J. (2009). Website adoption and sales performance in Valais’ hospitality industry. Technovation, 29, 625–631.

Schegg, R., Stangl, B., Fux, M., & Inversini, A. (2013). Distribution Channels and Management in the Swiss Hotel Sector. In Cantoni, L., & Xiang, Z., Proocedings of Information and Communication Technologies in Tourism 2013 (pp 554-565). Innsbruck: Springer.

Turban, E., King, D. R., & Lang, J. (2010). Introduction to e-commerce. 3/E. Upper Saddle River, New Jersey: Pearson/Prentice Hall.

Wardell, D. (1987). Hotel technology and reservation systems: Challenges facing the lodging industry. Travel and Tourism Analyst, 2 (June), 33-47.

Zott, C., Amit, R., & Massa L. (2010). The Business Model: Theoretical Roots, Recent Developments, and Future Research. IESE Working Paper, WP-862, 1-43. Retrieved from (10 September 2014).




How to Cite

Ginanneschi, M. (2014). The Impact of E-Commerce on Hotel Management: Evidences from a Sample of Tuscan Hotels. Almatourism - Journal of Tourism, Culture and Territorial Development, 5(10), 88–108.