(Buhalis and Law, 2008). Business practices, strategies and industry structures have been transformed by the development of such technologies (Porter, 2001). The establishment of the Internet in the 1990s has provided researchers with the opportunity to examine the use of Internet applications in the tourism and hospitality industries . The Internet, the most infl uential ICT, serves as an effective marketing and communication strategy for both suppliers and consumers, and facilitates information sharing, communication and online shopping (O'Connor, 2004). The continuous increase in the number of Internet users is evidence of the popularity of this technology, and hospitality and tourism practitioners are increasingly devoting time and effort to their websites to develop and maintain customer relationships and enlarge their market share .The development of ICTs has not only had an impact on the tourism and hospitality industries, but also on academe. Researchers recognized the importance of websites to these industries early on, and the literature thus contains numerous studies exploring related issues. Lu and Yeung (1998) were pioneers in this arena, proposing a framework for evaluating website performance based on functionality and usability. A well-defi ned model of website evaluation, however, remains lacking. The website evaluations in previous studies can generally be classifi ed into two main streams: quantitative and qualitative. Quantitative research usually employs performance indices or scores to represent overall website quality; whereas qualitative research evaluates website quality without the use of numerical scores or indices.The importance of research in the tourism and hospitality industries has long been recognized (Law and Chon, 2007 devoted substantial research efforts to discovering innovations and helping industry practitioners apply their fi ndings. As such, there is a strong relationship between academic fi ndings and industry practice in these fi elds, with tourism and hospitality practitioners applying such fi ndings to improve operational practices. More recently, both academic and industry attentions have turned to tourism/hospitality website evaluation , and a number of reviews of the use of ICT in these fi elds have been published. Frew (2000) Neither study therefore provides a comprehensive overview of this type of research. Further, the study carried out by Buhalis and Law (2008) was intended only to provide a general review of ICT use in tourism. The study reported herein was designed to provide an up to date and comprehensive review of website evaluation in previous tourism and hospitality research, and to explore existing research gaps and directions for future research. As Han and Mills (2006) stated that the use of the Web in hospitality and tourism began only in 1995, this study thus reviewed articles published from January 1996 to September 2009.
METHODOLOGYThis study reviewed 68 website evaluation studies related to travel/tourism and hospitality that were published betw...