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Title: The impact of information technology on hotel operations, service management and transaction costs : a conceptual framework for full-service hotel firms
Authors: Chathoth, PK
Keywords: Information technology
Transaction costs
Service management
Customer satisfaction
Customer delight
Firm profitability
Issue Date: 2007
Publisher: Pergamon Press
Source: International journal of hospitality management, 2007, v. 26, no. 2, p. 395-408 How to cite?
Journal: International journal of hospitality management 
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 transaction cost perspective ensues while concluding with managerial implications.
ISSN: 0278-4319
EISSN: 1873-4693
DOI: 10.1016/j.ijhm.2006.03.004
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