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A model that connects information technology and hotel performance

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  • Melián-González, Santiago
  • Bulchand-Gidumal, Jacques

Abstract

Despite vast investments in IT, there is scant research and empirical data that connects, in depth, IT with firm performance in the hospitality industry. However, the literature does show partial evidence and examples of particular technologies. After an extensive literature review, we posit four global paths through which IT can impact hotel performance and, for each one, the precise mechanisms that cause these influences. These four proposals are further developed and refined using in-depth interviews with a group of 30 managers of different areas from several hotels. A final comprehensive model that shows the specific routes that IT can follow in order to improve hotel organizational performance is presented. This model can be taken as a frame of reference by academics and can also be used by both practitioners and IT producers to assess particular IT options.

Suggested Citation

  • Melián-González, Santiago & Bulchand-Gidumal, Jacques, 2016. "A model that connects information technology and hotel performance," Tourism Management, Elsevier, vol. 53(C), pages 30-37.
    • Handle: RePEc:eee:touman:v:53:y:2016:i:c:p:30-37
    DOI: 10.1016/j.tourman.2015.09.005
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    References listed on IDEAS

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    1. Piccoli, Gabriele & Lui, Tsz-Wai & Grün, Bettina, 2017. "The impact of IT-enabled customer service systems on service personalization, customer service perceptions, and hotel performance," Tourism Management, Elsevier, vol. 59(C), pages 349-362.
    2. Olowofeso, Edamisan & Ale, Olatide Aarinola, 2021. "Effect of Social Media Tools on Service Delivery of Hospitality Businesses in Akure, Nigeria," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 5(10), pages 25-31, October.
    3. Omoruyi O & Chinomona E, 2016. "Modeling the Factors that Influence Employee Attitude and Service Delivery Behavior among Higher Education Professionals," Journal of Economics and Behavioral Studies, AMH International, vol. 8(5), pages 146-158.
    4. Yang, Hongyan & Xu, Hong & Zhang, Yan & Liang, Yan & Lyu, Ting, 2022. "Exploring the effect of humor in robot failure," Annals of Tourism Research, Elsevier, vol. 95(C).
    5. Yin, Pengzhen & Chu, Junfei & Wu, Jie & Ding, Jingjing & Yang, Min & Wang, Yuhong, 2020. "A DEA-based two-stage network approach for hotel performance analysis: An internal cooperation perspective," Omega, Elsevier, vol. 93(C).
    6. Adamantia Pateli & Naoum Mylonas & Aggeliki Spyrou, 2020. "Organizational Adoption of Social Media in the Hospitality Industry: An Integrated Approach Based on DIT and TOE Frameworks," Sustainability, MDPI, vol. 12(17), pages 1-20, September.
    7. Hua, Nan & Yang, Yang, 2017. "Systematic effects of crime on hotel operating performance," Tourism Management, Elsevier, vol. 60(C), pages 257-269.
    8. Choi, Sungwoo & Yeon, Jihwan & Song, Hyoung Ju & Hu, Jihao, 2023. "Information technology as a buffer against COVID-19," Annals of Tourism Research, Elsevier, vol. 98(C).
    9. Pengzhen Yin & Min Yang & Ranran Yang, 2020. "Investigating the Effects of IT Capability on Hotel Performance Based on DEA Approach: An Empirical Example of International Hotels in Hong Kong," Sustainability, MDPI, vol. 12(17), pages 1-17, August.
    10. Tribe, John, 2018. "Creating and curating tourism knowledge," Annals of Tourism Research, Elsevier, vol. 73(C), pages 14-25.
    11. Navimipour, Nima Jafari & Milani, Farnaz Sharifi & Hossenzadeh, Mehdi, 2018. "A model for examining the role of effective factors on the performance of organizations," Technology in Society, Elsevier, vol. 55(C), pages 166-174.
    12. Jean-Éric Pelet & Erhard Lick & Basma Taieb, 2021. "The internet of things in upscale hotels: its impact on guests’ sensory experiences and behavior [L’internet des objets dans l’hôtellerie haut de gamme : son impact sur les expériences sensorielles," Post-Print hal-04137824, HAL.
    13. Marie Al-Ghossein & Talel Abdessalem & Anthony Barré, 2018. "Open data in the hotel industry: leveraging forthcoming events for hotel recommendation," Information Technology & Tourism, Springer, vol. 20(1), pages 191-216, December.

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