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  • The impact of information technology on hotel operations, service management and transaction costs: A conceptual framework for full-service hotel firms

    Author(s)
    K. Chathoth, Prakash
    Griffith University Author(s)
    Chathoth, Prakash
    Year published
    2007
    Metadata
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    Abstract
    This paper develops a conceptual framework that describes the impact of information technology (IT) on service management and transaction costs in full service hotel firms. It details how IT would help such firms to lower operations-related transaction costs. Further, the underpinnings of how IT would impact service management in full service hotel firms is discussed more specifically from a customer satisfaction point of view while focusing on two aspects, i.e. managing customer delight and the customer's role as a co-producer. Propositions are developed and a discussion on the impact of IT on firm profitability from a ...
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    This paper develops a conceptual framework that describes the impact of information technology (IT) on service management and transaction costs in full service hotel firms. It details how IT would help such firms to lower operations-related transaction costs. Further, the underpinnings of how IT would impact service management in full service hotel firms is discussed more specifically from a customer satisfaction point of view while focusing on two aspects, i.e. managing customer delight and the customer's role as a co-producer. Propositions are developed and a discussion on the impact of IT on firm profitability from a transaction cost perspective ensues while concluding with managerial implications.
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    Journal Title
    International Journal of Hospitality Management
    Volume
    26
    Issue
    2
    DOI
    https://doi.org/10.1016/j.ijhm.2006.03.004
    Subject
    Hospitality Management
    Commercial Services
    Marketing
    Tourism
    Publication URI
    http://hdl.handle.net/10072/58217
    Collection
    • Journal articles

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