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Embrace, Embed, Exit: Why ICTs Thrive or Die in Small and Medium-Sized Tourism Enterprises (SMTEs)

In: Information and Communication Technologies in Tourism 2026

Author

Listed:
  • Sadia Afrin Ananya

    (Adelaide University)

  • Peter O’Connor

    (Adelaide University)

  • Rob Hallak

    (Adelaide University)

  • Sameera Mubarak

    (Adelaide University)

Abstract

Advances in Information and Communication Technologies (ICT) have prompted transformation in the tourism sector, reshaping how businesses operate. Despite this, SMTEs, a fundamental component of the tourism system, face challenges during the technology lifecycle (adoption, routinisation, and abandonment). Having identified gaps in the literature regarding the adoption of technology-based systems by SMTEs, and more critically, in understanding how such systems are routinised and abandoned, a series of semi-structured interviews was conducted with Australia-based SMTE operators serving in different destinations. Two conceptual models were developed: the first extended the existing Technology-Organisation-Environment (TOE) model of adoption to the SMTE context by confirming pre-identified factors and identifying new ones, while the second proposed a data-driven model that explains the post-adoption phases of routinisation and abandonment.

Suggested Citation

  • Sadia Afrin Ananya & Peter O’Connor & Rob Hallak & Sameera Mubarak, 2026. "Embrace, Embed, Exit: Why ICTs Thrive or Die in Small and Medium-Sized Tourism Enterprises (SMTEs)," Springer Proceedings in Business and Economics, in: Peter O'Connor & Mattia Rainoldi & Julia Neidhardt (ed.), Information and Communication Technologies in Tourism 2026, chapter 42, pages 625-636, Springer.
    • Handle: RePEc:spr:prbchp:978-3-032-23925-9_42
    DOI: 10.1007/978-3-032-23925-9_42
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