Reinventing the hospitality industry through ICT shared services
Date
2011
Authors
Mackenzie, Janet K.
Journal Title
Journal ISSN
Volume Title
Publisher
Strathmore University
Abstract
The hospitality industry has widely adopted Information Communication Technology (lCT)
to reduce costs, enhance operational efficiency, and most importantly to improve service
quality and customer experience. An appropriate diffusion of the information and
Communication Technologies (lCTs) in this sector can improve the social and economic
impacts, from which many citizens and organizations in developed and developing countries
can benefit. This research analyzes the digital divide and proposes an integrated theoretical
model to explore the relevant factors that lead to determining and defining the scope of a
shared service implementation process. It integrates the technical, social, and motivational
aspects to identify a number of key changes in Information Communication Technologies
that gradually revolutionize the hospitality industry. All stakeholders related to hospitality
/ therefore gradually see their role being changed and new opportunities and challenges
emerging. The research demonstrates that the future of eHospitality through ICT shared
services will be focused on consumer centric technologies to ensure that the new
sophisticated and experienced consumers are served. Only hotels that appreciate the
opportunities ICTs bring and manage their resources successfully will be able to enhance
their innovation and competitiveness in the future to interact effectively in a global
eHospitality environment.
Description
Partial fulfillment of the award of Master of Science in Information Technology (MSc.IT).
.
Keywords
Tourism --Data processing --Kenya
Citation
G154.9.K4M33 2011