摘要：Presenting the results of a survey conducted in 2013 on a sample of 17 Tuscan hotels, this article analyses the impact of e-commerce on hotel management. It focuses on turnover, profitability and organization. The collected information suggests that the share of OTA related sales has become undoubtedly significant to the point to influence commercial policy and investment choices. The level of commissions applied by the new travel intermediaries is excessive according to hotels, which try to react by adopting directly controlled online booking systems. While profitability decreases, turnover and employment seem to be growing.
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