Chapter 2: Mobile & Travel Survey Mobile Technology in Travel - The Introduction

T
r
a
v
e
l

S
u
r
v
e
y
Customer Service?
Figure 2.15: How do you view the viability of mobile devices in the travel &
tourism industry for customer service? o
b
i
l
e

&
M
Global US UK Rest of Western Europe Asia
30% 2
9
.
3
%
2
8
.
1
%
2
7
.
1
%
.
4
%
2
6
6
%
25%
% 2
4
.
6
%
.
9
%
2
4
.
2
2
2
2
.
1
% 2
0
.
3
%
2
0
.
8
%
20%
9
% 1
9
.
3
%
1
8
.
2
1
6
.
% 1
6
.
7
%
%
15% .
0
% 1
5
.
1
1
4
.
1
1
2
.
9
%
1
3
0
%
1
1
.
5
%
10%
1
0
.
8
.
8
%
%
6
.
8
%
8
%
7
.
2
%
%
5
.
9
%
%
5
.
7
%
6
.
3
%
5%
4
.
7
5
.
0
3
.
2
%
7
% 4
.
1 4
.
7
%
6
.
8
%
2
.
6
%
2
. 3
.
1
%
3
.
4
%
4
.
0
%
1
%
2
. 2
.
4
%
1
.
0
%
1
.
2
.
0
%
3
%
1
.
6
%
1
.
6
%
2
.
7
%
1
.
4
%
8
%
0
. 1
.
4
%
2
.
4
%
0%
0
.
0
1 2 3 4 5 6 7 8 9 10
Low High
Source: EyeforTravel Research 2009
The most positive response by a large margin was the viability of mobile devices in
customer service, seen as a chance to differentiate a company in a highly competitive
market. The prospect of being able to give detailed and appropriate information on the
spot is an exciting one for many.
Ticketing?
Figure 2.16: How do you view the viability of mobile devices in the travel &
tourism industry for ticketing?
Global US UK Rest of Western Europe Asia
25%
2
2
.
2
%
7
%
2
0
.
20%
%
% 1
9
.
6
%
1
8
.
3
%
.
7
%
1
7
.
6
1
7
.
7
1
7
.
5
%
%
1
5
.
6
%
1
%
1
6
.
4
%
1
5
.
4
% 1
7
.
1
%
1
6
15%
1
4
.
6
1
5
.
0
%
1
5
.
%
1
4
.
2
%
1
3
.
0
%
1
2
.
8
%
%
.
8
%
9
.
9
%
1
0
4
% 1
1
.
1
10%
8
%
1
1
.
1
%
1
2
.
0
9
.
%
8
.
9
%
8
.
6
%
3
% 8
.
2
%
8
.
7
.
4
7
.
7
.
1
%
6
.
8
%
0
%
%
5
.
7
%
.
7
%
% 5
.
1
%
8
%
5
.
0
%
5%
4
.
7
%
5
.
5
%
5
.
4
.
4
% 4
.
8
4
.
3
%
3
.
2
%
4
3
.
2
.
9
%
3
.
6
.
7
%
3
.
6
%
2
.
7
%
2
1
.
6
%
0%
1 2 3 4 5 6 7 8 9 10
Low High
Source: EyeforTravel Research 2009
58 59
© EyeforTravel Research. All rights reserved. © EyeforTravel Research. All rights reserved.
Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20  |  Page 21  |  Page 22  |  Page 23  |  Page 24  |  Page 25  |  Page 26  |  Page 27  |  Page 28  |  Page 29  |  Page 30  |  Page 31  |  Page 32  |  Page 33  |  Page 34  |  Page 35  |  Page 36  |  Page 37  |  Page 38  |  Page 39  |  Page 40  |  Page 41  |  Page 42  |  Page 43  |  Page 44  |  Page 45  |  Page 46  |  Page 47  |  Page 48  |  Page 49  |  Page 50  |  Page 51  |  Page 52  |  Page 53  |  Page 54  |  Page 55  |  Page 56  |  Page 57  |  Page 58  |  Page 59  |  Page 60  |  Page 61  |  Page 62  |  Page 63  |  Page 64  |  Page 65  |  Page 66  |  Page 67  |  Page 68  |  Page 69  |  Page 70  |  Page 71  |  Page 72  |  Page 73  |  Page 74  |  Page 75  |  Page 76  |  Page 77  |  Page 78  |  Page 79  |  Page 80