Effect of information technology on performance in upscale hotels

Ham, Sunny; Kim, Woo Gon; SeungWhan, Jeong

doi:10.1016/j.ijhm.2004.06.010

Cited by 139 publications

(124 citation statements)

References 16 publications

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“…However, the services enhanced by IT vary largely among hotel categories (Singh, Kim, & Huh, 2006). Examinations of the effect of IT applications on performance in lodging operations have shown that guest-related interface applications are not as mission critical as frontoffice applications and restaurant and banquet management systems (Ham, Kim, & Jeong, 2005;Kim & Ham, 2007). A case study of U.S. convention and visitor bureaus showed that the capability of organizations influenced their IT usage and led to distinct implementation effects (Yuan, Gretzel, & Fesenmaier, 2006).…”

Section: Marketing Information Systemsmentioning

confidence: 99%

“…IT can generate the knowledge at the center of a business's competitiveness (Chathoth, 2007;Ham, Kim & Jeong, 2005). Law and Jogaratnam (2005) further suggested that IT can transform the nature of tourism and hospitality products, processes, businesses, and competition, and that tourism and hospitality organizations that have failed to master the right IT systems would find difficult to direct and manage their information-intensive business damaging their competitiveness.…”

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

Information Technology Applications in Hospitality and Tourism: A Review of Publications From 2005 to 2007

Law

Leung

Buhalis

2009

Journal of Travel & Tourism Marketing

286

175

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ABSTRACT. The tourism and hospitality industries have widely adopted information technology (IT) to reduce costs, enhance operational efficiency, and most importantly to improve service quality and customer experience. This article offers a comprehensive review of articles that were published in 57 tourism and hospitality research journals from 2005 to 2007. Grouping the findings into the categories of consumers, technologies, and suppliers, the article sheds light on the evolution of IT applications in the tourism and hospitality industries. The article demonstrates that IT is increasingly becoming critical for the competitive operations of the tourism and hospitality organizations as well as for managing the distribution and marketing of organizations on a global scale.

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Section: Marketing Information Systemsmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Information Technology Applications in Hospitality and Tourism: A Review of Publications From 2005 to 2007

Law

Leung

Buhalis

2009

Journal of Travel & Tourism Marketing

286

175

View full text Add to dashboard Cite

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“…The main services provided by hotels can be used to classify ICTs (Ham, Kim, & Jeong, 2005;Sigala, 2003). The four classifications of hotel services are as follows:…”

Section: Literature Reviewmentioning

confidence: 99%

“…The ICT component RD ICTs (Siguaw et al, 2000;Sigala, 2003;Ham et al, 2005;Chathoth, 2007;Beldona & Cobanoglu, 2007; and survey of 18 expert opinions)…”

Section: Hotel Operational Domainmentioning

confidence: 99%

Evaluating the Impact of ICT Usage on the Performance of Jamaican Hotels: A Conceptual Perspective

Chevers¹

2015

JTHM

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For years, the hotel industry has been a dominant contributor in many economies by employing thousands of people and generating huge revenue annually and is currently the fastest growing economic sector in the world. This incredible success is largely attributed to the adoption of information and communication technology (ICT).Research has demonstrated that ICT adoption is a key influencing factor in enhancing hotel performance at both the strategic and operational levels. However, there is an appeal in the literature for more studies to evaluate the relationship between ICT adoption and hotel performance in developing countries. As a result, this conceptual paper is proposing a research model to evaluate the impact of ICT adoption on the performance of Jamaican hotels. It is hoped that future research will validate the proposed research model, which by extension can provide useful insights to hotel managers regarding the ICT services with the greatest influence on hotel performance.

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“…Some of studies reveal non significant relationship between technology and hotel performance (Ham, Gon Kim & Jeong, 2005;Karadag, Cobanoglu & Dickinson, 2009;Law & Au, 1998;Tavityaman, Qu & Zhang, 2011). They argue that organizations have spent tremendous resources on information and computer technologies without achieving enhanced performance from all such expenditures.…”

Section: Crm Technology and Organization Performancementioning

confidence: 99%

Customer Relationship Management (CRM) Technology and Organization Performance: Is Marketing Capability a Missing Link? An Empirical Study in the Malaysian Hotel Industry

Mohammed¹,

Rashid²,

Tahir³

2014

ASS

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Due to the aggressive market competition in hotel sector, it is critical that hotels should adopt new strategy like CRM technology to assist hotel employees, serve customers better and improve organization performance. However, prior studies indicated that the relationship between CRM technology and organization performance is equivocal. These mixed results may be to a lack of understanding of the mechanisms that link CRM technology and organization performance. For this reason, the study used marketing capabilities (planning and implementation) as mediators between CRM technology and organization performance. The study surveyed a sample of 447 hotels firm in Malaysia and used correlation and regression for analyses and testing. The findings suggest that CRM technology is associated with the four dimensions of organization performance (i.e. financial, customer, internal process and learning and growth). In addition the findings reveal that marketing capabilities (planning and implementation) play a mediator role in the relationship between CRM technology and various dimensions of organization performance.

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Effect of information technology on performance in upscale hotels

Cited by 139 publications

References 16 publications

Information Technology Applications in Hospitality and Tourism: A Review of Publications From 2005 to 2007

Information Technology Applications in Hospitality and Tourism: A Review of Publications From 2005 to 2007

Evaluating the Impact of ICT Usage on the Performance of Jamaican Hotels: A Conceptual Perspective

Customer Relationship Management (CRM) Technology and Organization Performance: Is Marketing Capability a Missing Link? An Empirical Study in the Malaysian Hotel Industry

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