Analysis of hoteliers’ E-commerce and information technology applications: Business travelers’ needs

Ronnie J. Yeh, Jerrold K. Leong, Shih Ming Hu, Ming Chih Tsai

Research output: Journal article publicationJournal articleAcademic researchpeer-review


Numerous research studies are being conducted that are related to e-commerce and information technology (IT) applications in the hospitality industry with regard to operational, profitability, productivity, and management perspective. The focus of this study is to examine current e-commerce and IT applications in the hospitality industry and to identify the business travelers' needs relative to advanced e-commerce and IT applications to improve customer service. Hoffman and Chung (1999) stated that what customers want most is not what restaurants and hotels are necessarily implementing. This study discusses the typical problems and obstacles of implementing e-commerce and IT applications in hospitality, using the lodging e-commerce and IT applications to satisfy customers, and developing the lodging e-commerce and IT applications as a corporate competitive advantage. Moreover, this study investigated a variety of e-commerce and IT applications related to customer service, satisfaction, and retention as well as e-commerce and IT applications as a distribution channel for receiving travelers' information and accommodation booking. This study provides valuable implications for the hospitality practitioners about customer needs relative to e-commerce and IT applications.
Original languageEnglish
Pages (from-to)101-124
Number of pages24
JournalJournal of Human Resources in Hospitality and Tourism
Issue number2
Publication statusPublished - 1 Jan 2004
Externally publishedYes


  • Hospitality e-commerce
  • Hospitality Internet applications
  • Hotel e-commerce and customer service
  • Hotel information technology

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management
  • Organizational Behavior and Human Resource Management

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