Managerial Perceptions of Information Technology and their Impact from a Transaction Cost Perspective

Prakash K. Chathoth, Chun Hung Roberts Law

Research output: Journal article publicationJournal articleAcademic researchpeer-review

13 Citations (Scopus)


This article addresses the questions of how hotel managers perceive the impact of information technology (IT) on hotel service operations, particularly transaction costs, and whether its impact on these costs affects the decision-making framework. A multiple case study approach using a two-stage interview process was adopted. This comprised a closed, fixed-response questionnaire administered to a group of managers followed by a standardized, open-ended interview intended to capture both objective and subjective views. Although the managers objectively identified a positive impact for IT, their subjective views indicated that this impact is only superficial. This gap points to the existence of bounded rationality in managerial decision making about state-of-the-art IT systems.
Original languageEnglish
Pages (from-to)787-803
Number of pages17
JournalJournal of Travel and Tourism Marketing
Issue number8
Publication statusPublished - 1 Nov 2011


  • bounded rationality
  • decision framework
  • hospitality industry
  • Information technology (IT)
  • IT orientation
  • transaction costs

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management
  • Marketing


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