The rapid evolution of e-business models has brought about transformative changes in various industries, including the hospitality sector. The dynamic landscape of hospitality management has undergone substantial transformations with the advent of e-business models. This paper undertakes an in-depth exploration of e-business models within the realm of hospitality management, with a specific focus on three prominent online reservation systems – Booking.com, Expedia, and Agoda. Through a rigorous comparative analysis, this study aims at unraveling the intricacies of these platforms, offering valuable insights into their operational frameworks, market positioning, and strategies for customer engagement.
Adopting the business model concept and Business Model Canvas (BMC) theoretical framework, conceived for business management approach, this paper encompasses the nine building block criteria formulated by Osterwalder and Pigneur (2010). The findings highlight nuanced differentiations in the e-business models adopted by the selected platforms. While all three systems provide essential booking functionalities, their approaches to expansion, partnership networks, and customer loyalty initiatives diverge significantly. Additionally, the study unveils varying degrees of success in fostering customer trust and engagement, shedding light on the determinants influencing different types of users' preferences for particular platforms.
Furthermore, this research examines the implications of e-business models on hospitality management. It explores avenues for innovation, spotlighting areas where each platform can leverage its strengths to maintain a competitive advantage in an everevolving digital milieu. Moreover, it addresses challenges related to data privacy, security, and customer satisfaction that have gained prominence in the online hospitality management sphere.
By offering an extensive comparative analysis of e-business models in hospitality management, this study contributes both to scholarly discourse and practical insights for industry professionals. As e-Business continues to reshape hospitality management, comprehending the distinct strategies of platforms such as Booking.com, Expedia, and Agoda would be pivotal for stakeholders navigating this dynamic and competitive environment. This research serves as a foundational platform for future investigations and guides strategic decision-making for hospitality enterprises and online booking platform providers.
Tsai, Cheng-Hao, "The study of e-business models in hospitality management: Comparing hotel reservation systems of Booking.com, Expedia and Agoda" (2023). ICEB 2023 Proceedings (Chiayi, Taiwan). 64.