Calm ICT design in hotels: A critical review of applications and implications

Stankov, Uglješa; Filimonau, Viachaslau; Slivar, Iva

doi:10.1016/j.ijhm.2018.10.012

Cited by 55 publications

(51 citation statements)

References 69 publications

(82 reference statements)

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“…The growing trend in the use of information technology and web-based activities has received substantial attention from researchers to investigate their impact on business and commerce [1,2]. The use of information and communication technologies (ICTs) in business practices, processes, product development, strategy, and decision making has significantly contributed to change in businesses' patterns and economic growth of various industry sectors [3,4], including the hospitality and tourism industry [5,6].…”

Section: Introductionmentioning

confidence: 99%

“…The use of information and communication technologies (ICTs) in business practices, processes, product development, strategy, and decision making has significantly contributed to change in businesses' patterns and economic growth of various industry sectors [3,4], including the hospitality and tourism industry [5,6]. Past research has been impressive in examining and bringing to the fore the role of ICTs on employee and organization productivity and performance [1,7,8]. Indeed, ICT has been reported to have positive influences on organizational development [2,9], innovation [10], operational performance [11], competitiveness [12], employment [8], sales force activities [13], and the enterprise information system [14].…”

Section: Introductionmentioning

confidence: 99%

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Towards Strategic Business Performance of the Hospitality Sector: Nexus of ICT, E-Marketing and Organizational Readiness

Anser

Yousaf²,

Usman

et al. 2020

Sustainability

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Purpose: This study aims to present a strategic business performance (SBP) model for firms operating in the hospitality industry by providing them guidance on how to use information and communication technologies (ICTs) and e-marketing to attain strategic performance. This paper also explores the moderating role of organizational readiness in the relationship between ICT and e-marketing. Methodology: Data were collected from the top, middle, and operational managers in 4-star and 5-star hotels. To test the mediating role of e-marketing in the relationship between ICT and SBP, Preacher and Hayes’s (2008) approach was used along with the bootstrap method. Regression analysis was carried out to examine the moderating role of organizational readiness. Findings: ICTs provide opportunities to execute e-marketing activities for achieving competitiveness. The empirical findings proved that the use of ICTs provides a basis for establishing a successful e-marketing mechanism that helps hotels to achieve SBP. Furthermore, ICTs’ influence on e-marketing is strengthened by organizational readiness. Originality/value: This paper adds to previous literature on ICTs, SBP, and e-marketing by examining the role of e-marketing and ICTs in positively contributing to the hotels’ SBP, which is a broader measure of firms’ business performance, as compared to the traditional financial or operational measures of a firm’s performance. Since previous studies on the links between ICTs, e-marketing, and firm performance are based on conventional measures of firm performance, this study offers new insights into the nexus of ICTs, e-marketing, and firm performance.

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Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Towards Strategic Business Performance of the Hospitality Sector: Nexus of ICT, E-Marketing and Organizational Readiness

Anser

Yousaf²,

Usman

et al. 2020

Sustainability

View full text Add to dashboard Cite

show abstract

“…This increasing specialization can be understood through an SD logic lens, which views fundamental economic 'exchange' as a process in which resources provided by a service provider are integrated with resources provided by a customer. As a consequence of specialization, the specificity of the resources directly impacting customer experiences with the service has increased, to meet the demand for personalized service (Stankov et al, 2018). However, the specificity of the resources that act on the operant resources (e.g., a hotel property) has decreased, thus allowing greater economies of scale.…”

Section: Sd-logic and Service Systemsmentioning

confidence: 99%

“…As an operant resource, however, inadequate technology design could potentially destroy value for users when the implementation is overwhelming or intrusive (Stankov et al, 2018). The creation of value-in-use in today's technology-driven society therefore requires the consideration and coordination of various actors in the service system.…”

Section: Sd-logic and Service Systemsmentioning

confidence: 99%

A framework for sustainable service system configuration

Riel

Zhang

McGinnis

et al. 2019

JOSM

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Purpose While innovative service systems may create substantial value for certain stakeholders, they often destroy value for others. This value paradox frequently leads to unsustainable service systems. The purpose of this paper is to explore the use of multiple theories to pinpoint and explain these value paradoxes, build a framework allowing potentially more sustainable value configuration of service systems and develop an agenda for future research. The framework is illustrated with examples from the hospitality industry. Design/methodology/approach The paper draws on prevalent theories and approaches, including service-dominant logic, business modeling, transaction cost economics, stakeholder theory, configuration theory and set theory, to develop a value configuration framework. Findings In a service system, the configuration of resources and relationships between these resources (i.e. the set of value propositions for various stakeholders of the system) determines which stakeholders will gain and which will lose and to what extent. For that reason, insight into the range of possible service configurations – or business models – will help decision makers consider the effects on various stakeholders, and, where possible, set their priorities right and make their businesses more sustainable. The research produces a rich research agenda. Research limitations/implications Examples from hospitality allow an in-depth examination of a range of dynamic configurational and technological innovations, but some idiosyncratic characteristics of the context may impede the wider applicability of the conceptual framework. Future research could complement this work by studying other service sectors. Practical implications The paper aims to provide decision makers in the service industry with a conceptual tool to explore, diagnose and, if needed, adjust the value configuration of their service operations. In practice, this tool may help explicate the service system configuration, thus helping managers determine their organizations’ desired positioning in terms of value creation and destruction, and to choose strategic directions by adapting configurations. Social implications Legislation and regulations are being adapted to various new service configurations. This paper attempts to – at least conceptually – distinguish different service configurations, allowing policy makers to identify the value trade-offs between stakeholders, including society at large. Originality/value Previous research focused primarily on value creation by innovative services and business models. Value creation for one stakeholder, however, could lead to value destruction for another. Taking this paradox into consideration may result in more open service ecosystems that explicitly consider sustainability and value implications in multiple dimensions and for a broader group of stakeholders.

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“…Partiendo de lo expresado en los diferentes planteamientos, se entiende que las TI tienen una diversidad de aplicaciones dentro de los hoteles y el turismo; muestra de ello, son las tendencias de consumo que dinamizan el mercado de forma global, por ejemplo, se encuentran clientes mucho más informados, capacitados y exigentes, que solicitan experiencias únicas dentro y fuera de sus habitaciones (Angus & Westbrook, 2018); asímismo, se reconocen los beneficios que su integración puede otorgar a la satisfacción de los mismos (Stankov, Filimonau, & Slivar, 2018). Para ilustrar esto, se encuentra la creciente tendencia del uso de realidad virtual, con la finalidad de generar emociones positivas en los consumidores respecto a las ofertas turísticas y de hoteles (Bogicevic, Seo, Kandampully, Liu, & Rudd, 2019).…”

Section: Introductionunclassified

Identificación de megatendencias para la integración de Tecnologías de Información en turismo

2019

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En las organizaciones actuales, las Tecnologías de la Información se reconocen como un aliado no solo para conectarse con grupos de interés externos, sino también para ejecutar operaciones internas. Considerando que la industria turística no es ajena a esta situación, el presente artículo muestra avances en la identificación de tendencias para la integración de tecnologías en la logística demandada dentro de la prestación de servicios turísticos a nivel internacional, lo cual es producto de un ejercicio de vigilancia tecnológica.

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Calm ICT design in hotels: A critical review of applications and implications

Cited by 55 publications

References 69 publications

Towards Strategic Business Performance of the Hospitality Sector: Nexus of ICT, E-Marketing and Organizational Readiness

Towards Strategic Business Performance of the Hospitality Sector: Nexus of ICT, E-Marketing and Organizational Readiness

A framework for sustainable service system configuration

Identificación de megatendencias para la integración de Tecnologías de Información en turismo

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