Technology crisis management in Mainland China : a study of hotels in Hangzhou

S. Lu, Chun Hung Roberts Law

Research output: Journal article publicationJournal articleAcademic research


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.
Original languageEnglish
Pages (from-to)153-159
Number of pages7
JournalInformation technology in hospitality
Issue number4
Publication statusPublished - 2005


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