In order to remain competitive, hotels have to apply information technology (IT) to enhance the quality of their services and improve customer satisfaction. The widespread adoption of IT-assisted hotel operations and management, however, also means that hotels are at a higher risk of failure in IT. Such a potential problem is potentially acute in the hotel industry in mainland China (hereafter known as China), an emerging travel destination. This article reports on a study that investigated IT crisis management in four different star-rated hotels in Hangzhou, one of China's most popular tourist destinations. The study found that IT problems could have a long-standing effect on the entire hotel industry. This article should, therefore, be of interest to readers seeking a better understanding of technology crisis management in China's hotel industry.
|Number of pages||7|
|Journal||Information technology in hospitality|
|Publication status||Published - 2005|