The impact of culture on self-service on technology adoption in the hotel industry

Fisher, Greg & Beatson, Amanda T. (2002) The impact of culture on self-service on technology adoption in the hotel industry. International Journal of Hospitality and Tourism Administration, 3(3), pp. 59-77.

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Increasingly technology based solutions are being used to deliver customer service within the international hotel sector. Frequently, these are being driven by cost and operational efficiency concerns, rather than customer service concerns. The argument is presented in this paper that the undifferentiated use of these solutions across international hotel chains without consideration of the diversity of national cultures that may utilize these services may impact negatively on customer service and organizational performance. A number of propositions are suggested both for further academic research and as factors for consideration by hotel managers in this sector.

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ID Code: 21114
Item Type: Journal Article
Refereed: Yes
Additional URLs:
Keywords: E-business, customer service, culture, international management, premium hotels
DOI: 10.1300/J149v03n03_06
ISSN: 1525-6480
Subjects: Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > MARKETING (150500) > Marketing Management (incl. Strategy and Customer Relations) (150503)
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Advertising, Marketing & Public Relations
Copyright Owner: Copyright 2002 Routledge
Deposited On: 11 Jun 2009 22:39
Last Modified: 10 Aug 2011 14:06

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