E-Business Use in Small and Medium-Sized Tourism Enterprises: A Post Adoption Perspective

In the context of ongoing research into e-business technologies in use by Thai SMEs in the travel service sector, this paper starts with an overview of e-business technology impact on the travel sector generally before focusing on the Thai context. Of primary interest in this paper is the user experience from the introduction of new technologies and their post-adoption evaluation. The analysis starts with consideration of the stakeholders in the travel industry and an understanding of the business models, including both the users and the providers of the e-business technologies. Two detailed case studies demonstrate how ebusiness technologies benefit both firms. In each company the decision on the degree of IT integration differs and this is shown to have considerable impact on benefits realised. In the post adoption evaluation, however, each has its own frame of reference. Formal methods of assessment for both SMEs are problematic and not in evidence. Keyword: E-business use, IT evaluation, SMEs, travel industry Kaewkitipong and Brown E-business use in Small and Medium sized Tourism Enterprises