Digitalisation in the Tourism and Hospitality Industry

Abstract

This chapter aims to review the evolution of digitalisation and its effects on the tourism and hospitality industry. A holistic perspective is adopted providing a review and analysis of digitalisation in the tourism and hospitality sector comprising both supply and demand sides for the originality of the content. The supply side, as well as the demand side, is analysed through a literature review of academic resources, policy documents published by international organisations and related websites. The existing literature and the industrial practices are reviewed to find out and classify the state of proposal and implementation of innovative technologies and the trends followed by suppliers and the demand side to use them. Furthermore, the effects of digitalisation on managerial processes on the supply side (actors, entrepreneurs, businesses, destinations) and decisional and behavioural processes on the demand side (consumer, tourists) are taken into consideration to provide a holistic perspective of digitalisation and its effects on the given sector.