Progress and development of information and communication technologies in hospitality

Crystal Ip, Rosanna Leung, Chun Hung Roberts Law

Research output: Journal article publicationReview articleAcademic researchpeer-review

117 Citations (Scopus)


Purpose: In order to enhance operational efficiency, improve service quality and reduce costs, practitioners in the hospitality industry have widely adopted and implemented information and communication technologies (ICTs) in their businesses. Understanding what has been done and how ICTs have performed in the past and are performing in the present could assist practitioners and researchers in identifying research gaps and formulating future plans. This paper aims to address these issues Design/methodology/approach: This study analyzed 88 full-length ICT-related research articles that were published in the period 1999-2008 in eight leading hospitality journals. The research focuses on all selected articles were in suppliers' perspectives, and each article was analyzed by content analysis. Findings: Seven dimensions were formed after content analysis including human resources and training, security, reservation, revenue management, marketing, guest services, as well as strategic and operational management. Published articles were comprehensively overviewed on ICT usage in suppliers' perspectives. In this paper, suppliers refers to the providers of hospitality services. Research limitations/implications: The major limitation of this study is the inclusion of only eight leading journals. Nevertheless, findings should be of use to researchers and practitioners to understand various ICT applications in the hospitality industry. Originality/value: A major contribution of this paper is its comprehensive review of previous studies and their contributions to hospitality. Future research areas on ICT development and implementation in suppliers' perspective are also offered.
Original languageEnglish
Pages (from-to)533-551
Number of pages19
JournalInternational Journal of Contemporary Hospitality Management
Issue number4
Publication statusPublished - 1 May 2011


  • Communication technologies
  • Hospitality services
  • Serials
  • Tourism

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management


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