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Title: Technology crisis management in Mainland China : a study of hotels in Hangzhou
Authors: Lu, S
Law, R 
Issue Date: 2005
Publisher: Cognizant Communication Corporation
Source: Information technology in hospitality, 2005, v. 4, no. 4, p. 153-159 How to cite?
Journal: Information technology in hospitality 
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.
ISSN: 1545-9535
Appears in Collections:Journal/Magazine Article

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