Conception d’un outil de gestion de la performance d’un système de gestion de la destination touristique

Cette recherche porte sur la performance des systèmes d’information inter organisationnels dans le domaine du tourisme et, plus particulièrement, sur la performance des systèmes d’information utilisés par les organismes de gestion de la destination touristique. La démarche suivie dans l’élaboration d’un outil d’évaluation de la performance d'un système de gestion de la destination représente la principale contribution de la thèse. Cet outil analyse les effets du système de gestion de la destination sur les processus opérationnels et de gestion et ensuite, établit un lien entre l’amélioration de ces processus et la satisfaction des détenteurs d’enjeux. L’outil d’évaluation de la performance du système de gestion de la destination devient un outil de gestion qui met en évidence les possibilités d’amélioration du système de gestion de la destination.Abstract: This research focuses on the performance of inter-organizational information systems in the field of tourism and, more specifically, on the performance of information systems used by destination management organizations (DMOs). The interest for these systems, the destination management systems (DMS), comes from the importance of investments and the challenges they represent for the tourism industry and for the development of the regional economy. Empirical research analysis revealed the limited success of DMS, the disappointing participation of tourism product suppliers and destination promoters in DMS, and the key challenges faced by managers at the destination management organization, resulting in the following managerial question: "How to help managers of tourist destinations manage the performance of a destination management system, taking into account the achievement of the objectives of the stakeholders? ". Given the diversity of its theoretical foundations, the research on the evaluation of information systems presents several models and still reports difficulties in assessing the impact of information technologies. To evaluate the performance of DMS, the conceptual framework of this thesis combines a process model of IS business value (Melville, Kraemer and Gurbaxani, 2004) with an integrated method of organizational performance measurement (Neely, Adams and Kennerley, 2002). The prism of the performance of Neely et al. (2002) was designed to take into account a significant number of stakeholders. The research framework was developed to produce rich data for discovery purposes. It uses an exploratory qualitative approach based on inductive reasoning and favors the case study method to answer a descriptive question. The choice of a single case with multiple groups (Embedded Case Study Research) facilitates a new understanding of the performance of a given DMS, from different perspectives, being those of the stakeholders involved. Twenty-six semi-structured interviews were conducted, of which eighteen were conducted within the DMO and eight were conducted with the tourist SMEs of the destination chosen for the study. The data were coded using CAQDAS Atlas.ti reflective software and aggregated using a matrix analysis. […

Adaptation contextuelle de l'information de conscience de groupe dans les SIW collaboratifs

New technologies impose to web-based groupware systems (which allow a group of user to work together through the system) to adapt their content to the constraints of such technologies and to the user's mobile situation. We propose a context-based filtering process which aims at adapting the awareness information delivered to mobile users by these systems. Awareness information refers to the knowledge one has about her/his work group, his/her colleagues and theirs activities, in order to coordinate his/her own activities in this group. This filtering process relies on a model of context which integrates both a physical and a collaborative dimensions and a model of profiles. These profiles are descriptions of user's potential contexts and express the awareness information filtering rules to apply when the user's current context matches one of them. These rules reflect the user's preferences given a context. The filtering process performs in two steps, one for identifying the profiles which a potential context matches with the user's current context, and a second for selecting the awareness information. An implementation of our proposition and the results of the first tests performed are also described