Mandatory System Usage Behaviour: A Case Study in Australian Resorts

Leo Y. L. Kwong (), Susan Foster () and Victoria Peel ()
Additional contact information
Leo Y. L. Kwong: Monash University
Susan Foster: Monash University
Victoria Peel: Monash University

Chapter Chapter 14 in Case Based Research in Tourism, Travel, Hospitality and Events, 2022, pp 237-254 from Springer

Abstract: Abstract Hotel Information System (HIS) usage is increasingly becoming mandatory for hotel and resort employees. However, there is limited research attention directed to examine mandatory system usage in the hospitality literature. This study adopts a multiple case study design to explore the usage behaviours exhibited by frontline employees when interacting with HIS mandated by a large resort operating in Australia. The study findings suggest that HIS users frequently perform a wide range of usage patterns to overcome the encountered workflow blocks. Various reasons were noted for users carrying out the diverse system practice. Recommendations in overcoming the challenges in managing mandatory system usage behaviour in the hotel and resort industry will be discussed. This study further outlines research directions guiding future studies to investigate the complexity of mandatory system usage within the hospitality context.

Keywords: Mandatory system usage; Hotel Information System (HIS); Hotels and resorts; Workflow blocks; User requirements (search for similar items in EconPapers)
Date: 2022
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-981-16-4671-3_14

Ordering information: This item can be ordered from
http://www.springer.com/9789811646713

DOI: 10.1007/978-981-16-4671-3_14

Access Statistics for this chapter

More chapters in Springer Books from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().