Abstract
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 language | English |
---|---|
Pages (from-to) | 153-159 |
Number of pages | 7 |
Journal | Information technology in hospitality |
Volume | 4 |
Issue number | 4 |
Publication status | Published - 2005 |