Adoption of Information Technology in U.S. Hotels: Strategically Driven Objectives

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Using two unique, independent samples of U.S. hotels, this study examines the utilization of information technology (IT) in all hotel sectors, from deluxe to budget, to reveal strategic differences and similarities. Overall, the findings suggest that the U.S. lodging industry has focused on employing technologies that improve employee productivity and enhance revenue but has not given strategic priority to technologies designed to improve guest services. The hotel sector, lodging type, size/complexity of the property, and independent versus chain affiliation influenced the number and type of technologies adopted. Luxury and upscale hotels adopted more IT than economy and budget hotels. Similarly, IT development was greatest for certain lodging types such as convention hotels, conference centers, and casinos, and lowest for other types, such as motels and bed-and-breakfasts. Chain-affiliated properties typically adopted more technologies than independent hotels.
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2000-11-01
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hotels; information technology; employee productivity
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Required Publisher Statement: © SAGE. Final version published as: Siguaw, J. A., Enz, C. A., & Namasivayam, K. (2000). Adoption of information technology in U.S. hotels: Strategically driven objectives. Journal of Travel Research, 39(2), 192-201. doi: 10.1177/004728750003900209
Reprinted with permission. All rights reserved.
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