The strategic management of information technology in UAE hotels: An exploratory study of TQM, SCM, and CRM implementations

Daghfous, Abdelkader; Barkhi, Reza

doi:10.1016/j.technovation.2009.05.007

Cited by 92 publications

(56 citation statements)

References 33 publications

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“…The literature review has proved the considerable impact of ICT on the hotel industry (Daghfous and Barkhi 2009), predicting that successful companies will be those that implement new technologies effectively (Olsen and Connolly 2000). Therefore, the purpose of this study is to examine the implementation of ICT in upscale hotels in Croatia, a country whose tourism sector is at its very peak.…”

Section: Methodsmentioning

confidence: 99%

“…Daghfous and Barkhi 2009, Garbin Praničević, Alfirević and Indihar Štemberger 2011, Šerić and Gil Saura 2011, 2012, Ruiz Molina, Gil Saura and Šerić 2013. Daghfous and Barkhi (2009) analysed the adoption of Total Quality Management (TQM), Customer Relationship Management (CRM) and Supply Chain Management (SCM) in UAE four-and five-star hotels and concluded that TQM and CRM were implemented rather similarly among the two hotel categories, while the use of SCM was not as consistent. The study of Garbin Praničević, Alfirević and Indihar Štemberger (2011) examined the state of the information system appliance in large Croatian hotels owned by an upscale hotel chain.…”

Section: Empirical Research On Information and Communication Technolomentioning

confidence: 99%

“…Only Daghfous and Barkhi (2009) examined some aspects of ICT used for external purpose, but used a rather limited number of items which were unable to provide a more detailed and holistic view on these ICT applications, an issue that is approached in this study. Tarcan ( 2002) found that upscale hotels in the Antalya region in Turkey used their own websites for advertising and easier accessibility.…”

Section: Empirical Research On Information and Communication Technolomentioning

confidence: 99%

“…upscale hotel segment, as these properties are more likely to adopt advanced technology solutions (Sahadev andIslam 2005, Daghfous andBarkhi 2009). In addition, we consider interesting to identify and compare the ICT implementation according to the hotel star classification, which is why we propose the second research question:…”

Section: Rq1: What Is the Level Of Implementation Of Ict For Externalmentioning

confidence: 99%

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ICT for external use in Croatian four- and five-star hotels

2016

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The Purpose -The objective of the paper is to examine the implementation of advanced technology and promotional supports in hotel companies and to compare their performance in four-and five-star hotels. More specifically, ICT for external use are analysed, i.e. customer relationship management (CRM), communication with customers, promotional supports, and online order receptions. Design/Methodology/Approach -The empirical research took place in 38 upscale (26 four and 12 five-star) hotels located in Croatia, in the regions of Dalmatia, Istria, and Kvarner, and in the city of Zagreb. The data were collected through a structured questionnaire administered mainly during personal interviews with hotel and marketing managers. The SPSS software was used for data analysis. Findings -Findings reveal a relatively high implementation of technology solutions, reaching promotional supports the highest scores. Four-star hotels perform significantly better than fivestar hotels in most of the ICT items. Originality -The study provides insights into the external role of ICT for upscale hotels from the standpoint of customer relationship management (CRM), communication with customers, promotional supports, and online order receptions as tools for enhancing hotel promotion. These can be used as a valuable source of information between academics and can be additionally useful to marketing managers in hotels that intend to find as more as innovative ways for hotel promotion.

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Section: Methodsmentioning

confidence: 99%

Section: Empirical Research On Information and Communication Technolomentioning

confidence: 99%

Section: Empirical Research On Information and Communication Technolomentioning

confidence: 99%

Section: Rq1: What Is the Level Of Implementation Of Ict For Externalmentioning

confidence: 99%

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ICT for external use in Croatian four- and five-star hotels

2016

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“…TQM practices (antecedents) that significantly affect employees'/customers' satisfaction and loyalty (Jun, 2006). In addition, the internal crossfunctional communication of TQM is important among departments such as operations, finance, marketing, IT, and customer service (Daghfous & Barkhi, 2009). The past researches proved that TQM practices would impact the customer satisfaction and loyalty.…”

Section: Introductionmentioning

confidence: 99%

An Empirical Study of TQM Method Practices for Customer Satisfaction and Customer Loyalty

Chen¹,

Chen²,

Wu³

2014

IJARBSS

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The study of total quality management (TQM) and how the security industry can impetus the processes to promote customer satisfaction and loyalty are very few. In practice, the priority of service providers should be thinking about how to develop a comprehensive TQM system, understanding customer needs, reducing frequency of service gaps to achieve customer satisfaction and loyalty. Therefore, this study mainly lies as what the service industry angle cuts into, in view of negotiable securities entrepreneur whether it can affect the degree of customers' satisfaction and loyalty by way of the TQM execution. This study takes the cities of Hsin-Chu and Miao-Li of Taiwan its 402 customers of the securities industry as an object, by the structural equation model, discovered by way of the LISREL 8.51 real case study results. The customer satisfaction variable by way of the TQM variable adjustment, it positives influence of which customer loyalty.

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Strategic Use of Information Technologies in Tourism: A Review and Critique

Fuchs

Σιγάλα

2021

Handbook of E-Tourism

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The strategic management of information technology in UAE hotels: An exploratory study of TQM, SCM, and CRM implementations

Cited by 92 publications

References 33 publications

ICT for external use in Croatian four- and five-star hotels

ICT for external use in Croatian four- and five-star hotels

An Empirical Study of TQM Method Practices for Customer Satisfaction and Customer Loyalty

Strategic Use of Information Technologies in Tourism: A Review and Critique

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