Software as a Service: An effective platform to deliver holistic Hotel Performance Management systems

Abstract

This study main objective was to assess the viability of development of a Performance Management (PM) system, delivered in the form of Software as a Service (SaaS), specific for the hospitality industry and to evaluate the benefits of its use. Software deployed in the cloud, delivered and licensed as a service, is becoming increasingly common and accepted in a business context. Although, Business Intelligence (BI) solutions are not usually distributed in the SaaS model, there are some examples that this is changing. To achieve the study objective, design science research methodology was employed in the development of a prototype. This prototype was deployed in four hotels and its results evaluated. Evaluation of the prototype was focused both on the system technical characteristics and business benefits. Results shown that hotels were very satisfied with the system and that building a prototype and making it available in the form of SaaS is a good solution to assess BI systems contribution to improve management performance.Keywords: Business intelligence, decision support systems, design science research, hospitality, performance management. ResumoO objetivo principal deste estudo é avaliar a viabilidade de desenvolvimento de um sistema de Gestão da Performance, entregue sob a forma de "Software como Serviço" (SaaS), específico para o setor hoteleiro, e também avaliar os benefícios de seu uso. O software implantado na cloud, entregue e licenciado como um serviço, é cada vez mais aceite num contexto de negócios. Todavia, não é comum que soluções de Business Intelligence (BI) sejam distribuídas neste modelo SaaS. No entanto, existem alguns exemplos de que isso se está a alterar. Para atingir o objetivo do estudo, foi utilizada Design Science Research como metodologia de pesquisa científica para desenvolvimento de um protótipo. Este protótipo foi implementado em quatro hotéis para que os seus resultados pudessem ser avaliados. A avaliação foi focada tanto nas características técnicas do sistema como nos benefícios para o negócio. Os resultados mostraram que os hotéis estavam muito satisfeitos com o sistema e que construir um protótipo e disponibilizá-lo sob a forma de SaaS é uma boa solução para avaliar a contribuição dos sistemas de BI para melhorar o desempenho da gestão. Palavras-chave:Business intelligence, sistemas de apoio à decisão, design science research, hotelaria, gestão da performance.

Cloud infrastructure enhancing product competitive advantage of tourism SMEs on online consumption values of tourists

“…Therefore, the TOE framework provides a suitable research model for investigating future global information system strategic issues and effectiveness. Prior research has stated the significant role of TOE in ICT-based tourism service contents, cloud infrastructure capabilities (Antonio and Serra, 2018;Mahroof, 2019;Loureiro, 2018) and the link to the end-user device of EMSs (Adam et al, 2020;Corno et al, 2019); cloud infrastructure has become an essential tool for tourism business to create a smooth experience for consumers purchasing tourism products. The TOE improves mobile application service by aligning consumer and provider resources.…”

“…Therefore, the TOE framework provides a suitable research model for investigating future global information system strategic issues and effectiveness. Prior research has stated the significant role of TOE in ICT-based tourism service contents, cloud infrastructure capabilities (Antonio and Serra, 2018; Mahroof, 2019; Loureiro, 2018) and the link to the end-user device of EMSs (Adam et al. , 2020; Corno et al.…”