Abstract
Successful introduction of information technology applications in various operations of hotel management is vital to most service firms. With the explosive growth of Internet usage in the 1990s, technologies of information, automation, and communication are increasingly recognized as an essential component of the strategic plan in hotel companies. In this study, 62 super-deluxe hotels (five star), deluxe hotels (four star), and tourist hotels (three star) in Korea are examined to identify the impacts of information technology services on guest' satisfaction, guest convenience, and operational & managerial efficiency. The differential impacts of information technology services among super-deluxe, deluxe, and tourist hotels are also analyzed. The findings generally suggest that the impacts of information technology-enhanced services vary according to different outcome variables. A well-balanced introduction and management program of technologies is needed to make their performance successful in both customer service and operational areas. The different sizes of hotels are found to call for somewhat different information technology-enhanced service variables to enhance specific performance results. The implications of the study are discussed.
Keywords: Information technology; satisfaction, convenience, efficiency |
