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Does technology make a difference? Evidence from Spanish hotels

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  • Maria-Eugenia Ruiz-Molina
  • Irene Gil-Saura
  • Beatriz Moliner-Velázquez

Abstract

Information and communication technologies (ICTs) have positively contributed to the hospitality industry. In Spain, the third tourism destination in the world, hotels have widely adopted computers and the Internet for the internal processes as well as in their relationships with their providers and customers. While some ICT solutions are common in hotels regardless of their category, others may allow to differentiate across upscale hotels and those of inferior level. This study identifies the most discriminating ICT solutions across 3-, 4-, and 5-star hotels, and discusses their potential for improving efficiency and service quality. In particular, digital technology, loyalty programs, and ambient intelligence are some of the most differentiating technologies, which may be implemented by 3- and 4-star hotels to improve the perceived quality of their processes and services. Copyright Springer-Verlag 2011

Suggested Citation

  • Maria-Eugenia Ruiz-Molina & Irene Gil-Saura & Beatriz Moliner-Velázquez, 2011. "Does technology make a difference? Evidence from Spanish hotels," Service Business, Springer;Pan-Pacific Business Association, vol. 5(1), pages 1-12, March.
    • Handle: RePEc:spr:svcbiz:v:5:y:2011:i:1:p:1-12
    DOI: 10.1007/s11628-010-0098-y
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    References listed on IDEAS

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    2. Daniel Palacios-Marqués & Salvador Roig-Dobón & Irene Comeig, 2017. "Background factors to innovation performance: results of an empirical study using fsQCA methodology," Quality & Quantity: International Journal of Methodology, Springer, vol. 51(5), pages 1939-1953, September.
    3. Melián-González, Santiago & Bulchand-Gidumal, Jacques, 2016. "A model that connects information technology and hotel performance," Tourism Management, Elsevier, vol. 53(C), pages 30-37.
    4. Hsin Chang & Don Jeng & Mohamad Hamid, 2013. "Conceptualising consumers’ word-of-mouth behaviour intention: evidence from a university education services in Malaysia," Service Business, Springer;Pan-Pacific Business Association, vol. 7(1), pages 17-35, March.
    5. García-Muiña, Fernando E. & Romero-Martínez, Ana M. & Kabbara, Diala, 2020. "Does religion influence location choice in the hotel industry?," International Business Review, Elsevier, vol. 29(2).
    6. Juan Tarí & Iñaki Heras-Saizarbitoria & Gavin Dick, 2014. "Internal and external drivers for quality certification in the service industry: Do they have different impacts on success?," Service Business, Springer;Pan-Pacific Business Association, vol. 8(2), pages 337-354, June.
    7. Ana Jiménez-Zarco & María Martínez-Ruiz & Alicia Izquierdo-Yusta, 2011. "Key service innovation drivers in the tourism sector: empirical evidence and managerial implications," Service Business, Springer;Pan-Pacific Business Association, vol. 5(4), pages 339-360, December.
    8. Veronica Digiorgio, 2016. "Impact of promotional tools on reservation channels management: a descriptive model of Italian accommodation facilities," Information Technology & Tourism, Springer, vol. 16(4), pages 347-373, December.
    9. Youngjung Geum & Moon-Soo Kim & Sungjoo Lee, 2017. "Service Technology: Definition and Characteristics Based on a Patent Database," Service Science, INFORMS, vol. 9(2), pages 147-166, June.
    10. Ana B. Casado-Díaz & Leonor M. Pérez-Naranjo & Ricardo Sellers-Rubio, 2017. "Aggregate consumer ratings and booking intention: the role of brand image," Service Business, Springer;Pan-Pacific Business Association, vol. 11(3), pages 543-562, September.
    11. Llorenç Bagur-Femenías & Jordi Perramon & Marc Oliveras-Villanueva, 2019. "Effects of Service Quality Policies in the Tourism Sector Performance: An Empirical Analysis of Spanish Hotels and Restaurants," Sustainability, MDPI, vol. 11(3), pages 1-13, February.
    12. Ana M. Romero-Martínez & Fernando E. García-Muiña & Agnieszka Chidlow & Jorma Larimo, 2019. "Formal and Informal Institutional Differences Between Home and Host Country and Location Choice: Evidence from the Spanish Hotel Industry," Management International Review, Springer, vol. 59(1), pages 41-65, February.
    13. Youngjung Geum & Sungjoo Lee & Daekook Kang & Yongtae Park, 2011. "The customisation framework for roadmapping product-service integration," Service Business, Springer;Pan-Pacific Business Association, vol. 5(3), pages 213-236, September.
    14. Jen-Son Cheng & Yong Xiang & Peter J. Sher & Chia-Wei Liu, 2018. "Artistic intervention, intellectual capital, and service innovation: a case study of a Taiwan’s hotel," Service Business, Springer;Pan-Pacific Business Association, vol. 12(1), pages 169-201, March.

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