Impact of Information and Communication Technology (ICT)on Service Delivery in selected Hotels in Coast Region, Kenya
Keywords:
competitive advantage, information and communication technology, service DeliveryAbstract
Information and communication technology is important in the provision of services in the hospitality industry. It not only speeds up the services being provided but also ensures that guests are satisfied and can therefore bring about repeat purchases. The hospitality industry is very delicate and the manner in which the services are offered determines the number of customers to frequent the establishment. Therefore, to enhance competitive advantage, managers will need to incorporate more guest-service technologies within their key offerings to customers or be left behind. The pace of technological change is presenting the hospitality industry with many new opportunities and the management of information technology will be a key business activity in the future. Therefore, the purpose of this study was to examine the impact of Information and Communication Technology (ICT) on service delivery in the hospitality industry.
References
Bocij, P., Chaffey, D., Greasley, A., & Hickie, S. (2006). Business information systems: Technology, development and management in e-business. Prentice-Hall, London.
Buick, I. (2003). Information technology in small Scottish hotels: Is it working? International Journal of Contemporary Hospitality Management, 15(4), 243–247.
Cho, D. R. (2001). Tourism distribution channels: Practical issues and transformations. Continuum, London.
Clifton, H., Ince, D., & Sutcliffe, P. (2002). Business information systems. Prentice-Hall, London.
Desinano, P. (1996). Developing information technology: Options in the hospitality industry, the value chain approach. John Wiley and Sons, New York.
Haywood, M. (1990). A strategic approach to managing technology. Cornell Hotel and Restaurant Administration Quarterly, 31(1), 39–45.
Jeong, M. (2003). Conceptualizing website quality and its consequences in the lodging industry. International Journal of Hospitality Management, 22(2), 161–175.
Kenya Association of Hotel Keepers and Caterers. [Online]. Available from: http://www.kahc.co.ke/members-directory (Accessed on April 10, 2010).
Lovelock, C. H. (2000). Service marketing: People, technology, strategy. Prentice Hall, New York.
Mugenda, O., & Mugenda, A. (2003). Research methods: Quantitative and qualitative approaches. ACTS Press, Nairobi.
Nayer, M. (2011). Will technology replace hospitality? [Online]. Available from: http://www.4hoteliers.com/features/article/6071 (Accessed on June 15, 2012).
O’Connor, P. (2004). Using computers in hospitality. Prentice Hall, New York.
Onunga, J. (2002). Introduction to microcomputers and programming (3rd ed.). ISA, Nairobi.
Schegg, R., & Murphy, J. (2003). Five-star treatment? Email customer service by international luxury hotels. Information Technology and Tourism, 6(2), 99–112.
Sheldon, P. (1997). Information technologies for tourism. Oxford: CABI.
Sirirak, S., Islam, N., & Khang, D. B. (2011). Does ICT adoption enhance hotel performance? Journal of Hospitality and Tourism Technology, 2(1), 34–49.
Stare, M., Jaklič, A., & Kotnik, P. (2006). Exploiting ICT potential in service firms in transition economies. The Service Industries Journal, 26(3), 287–302.
Zhou, Z. (2004). E-commerce and information technology in hospitality and tourism. Thomson, New Delhi.
Downloads
Published
Issue
Section
License
Copyright (c) 2013 African Journal of Tourism and Hospitality
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
