“Accessibly written and thoughtfully edited, making it essential reading for those studying hospitality and embarking on a career in the industry.” - Peter Lugosi, Oxford School of Hospitality Management “This text is a fascinating read… Roy Wood has spent 25 years teaching, researching and writing on the hospitality industry - much of that learning is here in this book.” - Erwin Losekoot, Auckland University of Technology “All different aspects of the hospitality industry are elaborated on… All in all a wonderful course book for for our students!” - Claudia Rothwangl, ITM College This book covers the major concepts students are likely to encounter throughout their study within the hospitality management, giving a comprehensive and up-to-date overview as well as providing engaging everyday examples from around the world. A leading figure in the field, Roy Wood has successfully gathered international contributors with direct experience of hospitality management and the hospitality industry as a whole, ensuring the academic, geographical and practical integrity of the book. Key Concepts in Hospitality Management is written for undergraduate students and those studying short postgraduate or executive education courses in hospitality management, events management, tourism management and leisure management.
Chapter : Editor's Introduction
Information Technology in Hospitality
See also: Hotels and the internet; Marketing in hospitality
Information technology (IT-) based systems are widely used in service industries in general, bringing benefits such as higher productivity and efficiency; improved service quality; increased customer satisfaction; better organizational integration; reduced costs and thus higher profitability. However, the adoption of IT-based systems by hospitality companies has been somewhat problematic. Effectively managing IT is consistently cited as one of the most troublesome issues for hospitality managers (Enz, 2001). IT-based systems within the hospitality sector are perceived as being overreliant on closed IT-architectures and proprietary technologies. In addition, there is an absence of commonly agreed technology standards for inter-system communication, leading to the challenge of ‘islands of isolation’. Staying up to date ...