顾客消费的五个步骤.PPTVIP

e-Commerce IT in Aviation 电子商务 民航信息化 Jul. 2003 Jun. 2004 Jan. 2005 Aug. 2005 Nov. 2005 Apr. 2006 Apr. 2006 Apr. 2006 May. 2006 Jun. 2006 与中航信合作推出符合IATA国际标准 的ET 香港地区航线电子客票 国内 BSP ET 国际航线电子客票（北美） 国内联程电子客票（上航、山航） 国际联程电子客票（国泰） 国际B2C电子客票 首都机场自助登机设备 国外旅游分销系统GDS电子客票 新行程单（报销凭证）启用 ET –电子客票 媒介的变化 客票由纸制媒介变为电子媒介 降低客票的印刷，储运，管理，录入成本 初期投入增加，在国内降低成本有限 2007年底完成转换 B2C 电子直销（电子商务 E-commerce） 渠道的变化 借助因特网实现对单个旅客的直销 降低分销成本，加强了航空公司与顾客间的联系 初期投入增加，在境内外拓展直销渠道 低成本公司比例相对较高，网络型公司比例相对较低 Interline ET 航空公司 相互开帐金额 系统提供商 ET标准 CA ------------- Travelsky 2000.2 联盟 Code share IET HUB Multi-to-Multi 离港问题 枢纽/点到点 地面代理 离港系统 支持任何ET否 是否改 FRA 60% passengers are business travelers paid by governments or companies. ? For leisure market, group tour is prevalence. Nearly 70% air traffic generated by a few population of frequent flyers. ? Both business and leisure travelers emphasize on convenience and good service CAAC adopt “Open Sky” and “Deregulation” policy ? Ready to adopt new technology, emphasize on innovation. ? Lack of coordination among different government authorities (airport security, immigration, custom, tax bureau) Institutional cost is very high. Cost Cost Labor cost related to issuing and delivering ticket is extremely low in China ? Physical labor cost is much lower than intellectual labor cost. ET infrastructure is not cheap. ? ET can’t save as much money as in Western countries. Technology Single ICS and DCS? Monopoly by Travelsky . Airlines are weak at IT and eCommerce. ? Low Cost Carriers are small and weak. Technology Transaction Transaction Legacy state owned bank system lack of protecting consumers’ right. ? Credit card users in big cities are increasing rapidly (110M internet users, nearly half have broadband access.) Transaction trust (ordered goods will arrive, payment will be made) ? On-site commerce (friendly conversations