Implementing Enterprise Resource Planning in a Hotel: Toward Theory Building

Beldona, Srikanth; Beck, Jeffrey; Qu, Hailin

doi:10.3727/153373401803617783

Cited by 3 publications

(3 citation statements)

References 10 publications

(14 reference statements)

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“…Consequently, these systems can help functional flexibility and the availability of the information and data required, which leads to service flexibility. This would lead to an improvement in the coordination, the functional flexibility and the sharing of information and data, empowering hotels and helping them to achieve their goals (Beldona, Beck, & Qu, 2014).…”

Section: Erp Systemsmentioning

confidence: 99%

Impact of ERP usage on service differentiation: role of mediating effect of organizational agility

Shajrawi

Aburub

2022

AGJSR

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PurposeSeveral different factors have an influence on the hotel sector in Jordan. Due to the different circumstances and the turbulence in this region, hotels face a competitive and dynamic economic environment, which causes these hotels to seek differentiation. Consequently, hotels need different strategies and support from information technology to achieve a competitive advantage. The purpose of this study is to investigate the extent to which enterprise resource planning ERP system usage affects service differentiation in the hotel sector in Jordan and examine the mediating effect of organizational agility on the aforementioned relationship.Design/methodology/approachQuestionnaires were used to collect data from the hotel sector in Jordan. The response percentage was 75.41%.FindingsThe result showed that there is a significant effect of ERP system usage on service differentiation in Jordanian hotels, and this relationship was mediated by organizational agility. Organizational agility and its dimensions have a partial mediating role on the relationship between ERP system usage and service differentiation except for responsiveness which has a full mediating role. So, being an agile hotel will increase the ability to achieve service differentiation by using ERP systems.Practical implicationsThis research focuses on investigating the mediating role of organizational agility in the relationship between ERP system usage and service differentiation within hotel sector in Jordan. Moreover, this research investigated the applicability of organizational agility on the hotel sector as it is mainly implemented in the manufacturing sector. The results show that organizational agility and its dimensions have a partial mediating role on the relationship between ERP system usage and service differentiation except responsiveness which has a full mediating role. So, being an agile hotel will increase the ability to achieve service differentiation by using ERP systems. Therefore, hotel practitioners in Jordan should focus on applying the required technologies and achieving organizational agility in order to achieve service differentiation. In addition, this study highlights that ERP usage has a positive impact on achieving organizational agility and service differentiation; hence, using these systems will help hotels in Jordan to implement agility capabilities which, in turn, help to achieve service differentiation. However, there are real challenges in hotel sector as implementation of ERP is expensive and time-consuming. The outcomes of this research can have additional reference that could benefit researchers in the future and bring attention of hotel managers in Jordan to the importance and advantages of this research.Originality/valueA new model has been developed. An empirical investigation was performed on the hotel sector in Jordan to test the new model.

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Section: Erp Systemsmentioning

confidence: 99%

Impact of ERP usage on service differentiation: role of mediating effect of organizational agility

Shajrawi

Aburub

2022

AGJSR

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“…Thanks to re-engineering, the hotel manager was able to measure the performance based on the customeroriented criteria and improve overall customer satisfaction. [15] Similarly to Chalupa & Petricek [13], Ozdemir, Colak & Shmilli [20] and Beldona, Beck & Ou [21] are proposing the use of modern technologies for improvement of hotel operations. Ozdemir, Colak & Shmilli [20] focused on the visualization and modelling of front-office processes of pre-arrival, check-in, during-stay and check-out.…”

Section: Literature Reviewmentioning

confidence: 99%

The Use of Business Process Management in Hotel Direct Sales Improvement

Chalupa¹,

Petříček²,

Ulrych³

2021

TEM Journal

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This article deals with Business Process Modelling and Reengineering use in the hospitality industry, focusing on the improvement of direct telephone sales by application of the CRM system. After modelling the current state of the selected process using ARIS methodology, the same process was remodelled for the application of the CRM system. This application shortened the whole process (mainly the number of activities needed to prosecute) and allowed the front-office employee to be more clients oriented. The automation of labour-intensive processes can reduce the number of human-caused errors and improve the convertibility and reservation request and their overall value.

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“…The ERP system provides an opportunity for tourism companies (hotels and travel agencies) to incorporate almost all data, information and business processes to improve their business efficiency, productivity and profitability. Beldona et al (2001) point out that the application of a resource planning system in tourism enterprises significantly improves business given the volume of information that the system offers. Through the ERP system, hotel companies automate certain business activities and thus provide users of the system with a timely overview of their operations.…”

Section: Introductionmentioning

confidence: 99%

The impact of Enterprise Resource Planning (ERP) on business process outcomes in tourism companies

Milojević,

Rejman-Petrović

2023

Menadž u hotelijerstvu i turiz

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Enterprise Resource Planning (ERP) is a system that allows managers to predict, plan, control, measure and analyze all resources within the business system. Such systems help companies improve their business, allowing them to create a single database for the realization of various business processes among different areas, such as production, finance, supply chain management, human resources, customer relationship management. Accordingly, the aim of this study is to test the relationship between the use of ERP and business process outcomes in tourism companies. Based on the DeLone and McLean (D&M) theoretical model, the paper identifies the key factors for the successful implementation of ERP systems in tourism companies. Research results show that ERP system quality, ERP information quality, ERP service quality, and external pressures positively influence the perceived usefulness and satisfaction of ERP system users. The organization factor, top management support, perceived usefulness and satisfaction of ERP system users have a positive effect on the outcomes of business processes.

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Implementing Enterprise Resource Planning in a Hotel: Toward Theory Building

Cited by 3 publications

References 10 publications

Impact of ERP usage on service differentiation: role of mediating effect of organizational agility

Impact of ERP usage on service differentiation: role of mediating effect of organizational agility

The Use of Business Process Management in Hotel Direct Sales Improvement

The impact of Enterprise Resource Planning (ERP) on business process outcomes in tourism companies

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