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Mandatory System Usage Behaviour: A Case Study in Australian Resorts

In: Case Based Research in Tourism, Travel, Hospitality and Events

Author

Listed:
  • Leo Y. L. Kwong

    (Monash University)

  • Susan Foster

    (Monash University)

  • Victoria Peel

    (Monash University)

Abstract

Hotel Information System (HIS) usage is increasingly becoming mandatory for hotel and resort employees. However, there is limited research attention directed to examine mandatory system usage in the hospitality literature. This study adopts a multiple case study design to explore the usage behaviours exhibited by frontline employees when interacting with HIS mandated by a large resort operating in Australia. The study findings suggest that HIS users frequently perform a wide range of usage patterns to overcome the encountered workflow blocks. Various reasons were noted for users carrying out the diverse system practice. Recommendations in overcoming the challenges in managing mandatory system usage behaviour in the hotel and resort industry will be discussed. This study further outlines research directions guiding future studies to investigate the complexity of mandatory system usage within the hospitality context.

Suggested Citation

  • Leo Y. L. Kwong & Susan Foster & Victoria Peel, 2022. "Mandatory System Usage Behaviour: A Case Study in Australian Resorts," Springer Books, in: Marianna Sigala & Anastasia Yeark & Rajka Presbury & Marcela Fang & Karen A. Smith (ed.), Case Based Research in Tourism, Travel, Hospitality and Events, chapter 0, pages 237-254, Springer.
    • Handle: RePEc:spr:sprchp:978-981-16-4671-3_14
    DOI: 10.1007/978-981-16-4671-3_14
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