Progression and development of information and communication technology research in hospitality and tourism

Abstract

Purpose This study aims to present a state-of-the art review on information and communication technology (ICT) research in hospitality and tourism published between 2014 and 2017. Design/methodology/approach A total of 288 full-length articles from eight top-tier hospitality and tourism journals were gathered by harnessing a systematic literature search approach. Subsequently, the authors used a qualitative content analysis to review, analyse and assign all included articles into a framework with six consumer-related and five supplier-related research streams. Findings In terms of volume (i.e. the amounts and ratios of ICT research in top-tier journals by publication year) and variety (i.e. the diversity of research topics), a significant progression of ICT research in hospitality and tourism is observed. However, some old and new knowledge gaps are still inadequately addressed, thus requiring scholars and practitioners to conduct additional research in the future. Practical implications The accumulation of knowledge and actionable clues in this study is expected to keep practitioners updated with the overwhelming volume of ICT research. Originality/value This study contributes to the literature by accelerating the accumulation of knowledge on research topics and setting forth an agenda for future research. The findings also complement prior literature reviews by providing an overview of how knowledge on ICT research in hospitality and tourism has progressed since 2014.

Hotels in contexts of uncertainty: Measuring organisational resilience

“…In relation to the “strategy” dimension, hotels should develop a holistic and longitudinal approach to design their future business strategy. To this end, continuous monitoring of the changing environment is required and hotel managers are suggested to use information and communication technologies to market monitor, as Law, Leung, and Chan (2019) state. Likewise, learning from past experiences, sharing experiences and reflections with key partners, and continuously updating the business strategy are recommended actions.…”

“…In this respect, the European Foundation for Quality Management (EFQM) Excellence Model ( EFQM, 2012 ) recommends developing initiatives (e.g., learning and collaboration networks) in which key stakeholders share and use their collective knowledge in the generation of ideas, innovation and improvement. In this sense, online platforms are a useful channel for sharing and discussing in a collaborative environment, as Law et al (2019) recognise. With regard to change management as an enabler for resilient organisations, Ates and Bititci (2011) recommend focusing on long-term planning and on soft aspects such as external communication (e.g., customers, suppliers and competitors) to drive change proactively.…”

Information and communication technologies and human resources in hospitality and tourism

“…This fact, along with the demands of increasingly sophisticated customers and the need for faster communication with all kinds of partners make ICTs essential to the tourism sector. ICTs allow the industry to achieve its current objectives and design its own future (Law et al, 2013). Also, the way in which employees work and communicate nowadays is very different to how it was in the past (Kim and Gatling, 2018).…”

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

“…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]. 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].…”