This paper examines the case for implementing a web-based reservation and booking system for Topsail, a timeshare hospitality company. It argues that an online system is necessary to serve customers across time zones, improve record-keeping, and align with modern travel booking behavior. The paper then compares three software acquisition options — purchase, in-house custom development, and contracted custom development — and explains why in-house development is most appropriate for Topsail's size and needs. It also classifies the reservation system as a vertical application and outlines a step-by-step process for evaluating and selecting the most suitable software package.
Topsail should implement a web-based reservation and booking system. This type of system is necessary because it is often more convenient for customers who live in different time zones. A web-based system will also allow customers to view pictures of the timeshare they intend to reserve, so they know exactly what to expect upon arrival at the destination (Lin, 2010; Aaker & Mills, 2005). Such a system is also practical given the amount of time people spend online and the prevalence of travel reservations and bookings handled over the internet (Dickson et al., 2009). For instance, many vacationers book flights or secure other forms of transportation via the internet, and a web-based system makes this process easier for travelers. In addition, the system would allow Topsail to keep meticulous records of each transaction. For all these reasons, a web-based reservation and booking system is recommended for Topsail.
The software acquisition options available to Topsail are purchase, in-house custom development, and contracted custom development (Gordon et al.). Purchase is the most common option businesses choose and involves obtaining software from a vendor. This option provides the company with the needed software; however, the software is generic and not customized specifically with Topsail's business strategy in mind. As Gordon et al. explain:
"Two categories of software are available: specialized pre-written application (SPA) software packages and generalized pre-written application (GPA) software packages. SPA software packages perform application-specific tasks such as general ledger accounting. GPA software packages perform specific tasks but can be used for many different applications. Relative to accounting applications, the most important example is electronic spreadsheet software."
Topsail might also choose in-house custom development. This acquisition type involves IT specialists within the organization custom-building the reservation and booking system. For smaller companies, this approach can be challenging if appropriate personnel are not on staff. However, if software is acquired in this manner, several benefits can be realized. First, the individuals customizing the software have a direct stake in its success. They also know and understand the company's needs in ways that an independent contractor may not. Additionally, as Gordon et al. note, "An unexpected advantage to in-house custom development is the increased morale of personnel assigned to the project, who view the effort as an opportunity for obtaining or improving skills that will provide upward mobility within the firm or will increase their marketability."
The third acquisition option is contracted custom development, which involves securing an external contractor to develop the system. This approach is often used by large companies. Its disadvantages include complete dependence on the contractor if problems arise, and the risk that the contractor may not fully understand the scope and depth of what is required for the system.
"Reservation system classified as vertical application"
"Budget, criteria, selection, and monitoring process"
"Cited academic and industry sources"
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