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

Although IT applications in the hotel industry have largely been devoted to the handling of routine operational problems, it has become increasingly evident for hoteliers that proactively incorporating IT into their services, operations, and strategy is a key element in their quest for service excel...

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Bibliographic Details
Published in:Technovation 2009-09, Vol.29 (9), p.588-595
Main Authors: Daghfous, Abdelkader, Barkhi, Reza
Format: Article
Language:English
Subjects:
Business management
CRM
Customer relationship management
Decision making
Hotel industry
Hotels & motels
Information and communication technologies
Information technology
SCM
Service industry
Strategic IT
Strategic management
Strategic planning
Studies
Supply chain management
Total quality
Tourism
TQM
UAE
United Arab Emirates
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Summary:Although IT applications in the hotel industry have largely been devoted to the handling of routine operational problems, it has become increasingly evident for hoteliers that proactively incorporating IT into their services, operations, and strategy is a key element in their quest for service excellence and high profits. Based on a recent survey of IT applications and challenges in four- and five-star hotels in the UAE, this study presents the findings of an exploratory empirical investigation in this understudied, yet one of the fastest growing tourist destination in the world. Insights and recommendations for hotel managers in the region are, thereafter, drawn from the findings.
ISSN:0166-4972
1879-2383
DOI:10.1016/j.technovation.2009.05.007