Рейтинговая революция

КЕМБРИДЖ – «Добрый день, месье, чем я могу Вам помочь?» ‑ спросил меня по-французски услужливый консьерж в парижском отеле. Я очень удивился – что же случилось с печально известной кичливостью и надменностью Парижа, особенно по отношению к американским туристам? Если же столица Франции перестала быть самым грубым городом Европы, то мы, наверное, можем благодарить за это распространение в Интернете сайтов, на которых можно выставлять оценки, например TripAdvisor.

Туристические сайты появились в Интернете в 1990-е годы, например Expedia, Travelocity и другие сайты по бронированию отпусков, что позволило туристам сравнивать цены на билеты и гостиницы щелчком мыши на компьютере. Поскольку эта информация больше не контролируется агентами туристских фирм и не запрятана в специализированных бизнес-сетях, произошла революция в индустрии путешествий, а информационная открытость помогла снизить цены.

Сегодня эта индустрия в родовых муках новой революции – на этот раз в изменении качества сервисных услуг. Рейтинговые интернет-платформы ‑ специализирующиеся на гостиницах (TripAdvisor), ресторанах (Zagat), аренде квартир и апартаментов (Airbnb) и такси (Uber) – позволяют туристам обмениваться своими оценками и опытом, и эта информация становится доступной для всех.

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