Reinventing the hospitality industry through ICT shared services
Mackenzie, Janet K.
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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.