Does technology make a difference? Evidence from Spanish hotels

Maria-Eugenia Ruiz-Molina (), Irene Gil-Saura () and Beatriz Moliner-Velázquez ()

Service Business, 2011, vol. 5, issue 1, 12 pages

Abstract: Information and communication technologies (ICTs) have positively contributed to the hospitality industry. In Spain, the third tourism destination in the world, hotels have widely adopted computers and the Internet for the internal processes as well as in their relationships with their providers and customers. While some ICT solutions are common in hotels regardless of their category, others may allow to differentiate across upscale hotels and those of inferior level. This study identifies the most discriminating ICT solutions across 3-, 4-, and 5-star hotels, and discusses their potential for improving efficiency and service quality. In particular, digital technology, loyalty programs, and ambient intelligence are some of the most differentiating technologies, which may be implemented by 3- and 4-star hotels to improve the perceived quality of their processes and services. Copyright Springer-Verlag 2011

Keywords: Information and communication technologies; Hotel rating system; Service quality; Spain (search for similar items in EconPapers)
Date: 2011
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Citations: View citations in EconPapers (14)

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DOI: 10.1007/s11628-010-0098-y

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