ABSTRACT

The unpredictable external environments, constraints of internal resources, and changes in the behaviors of hotel guests create a challenge for hoteliers to initiate the latest technology advancement. This study aims to explore how hotel executives consider external criteria and employ internal resources (e.g. employee engagement and organizational support) for technology adoption decision making and planning. This work further evaluates business outcomes after technology implementation. From the extension of task–technology fit theory, a qualitative research is conducted by interviewing 14 hotel executives about technology implementation in the front office and housekeeping departments. Results indicate the influences of cost reduction, cost effectiveness, competitors, customer feedback, management strategic planning, and latest industry trends on advanced technology initiatives. The outcomes of employee engagement vary according to age, education background, and self-learning attitude. Hotel support for trainings is necessary for employee productivity enhancement. Furthermore, technology adoption benefits the financial (e.g. cost reductions of labor and maintenance) and nonfinancial outcomes (e.g. customer satisfaction and employee satisfaction) of hotels. The theoretical development and managerial implications are further discussed.

摘要

不可预测的外部环境、内部资源的限制以及酒店客人行为的变化为酒店经营者发起最新的技术进步带来了挑战。本研究旨在探讨酒店管理人员如何考虑外部标准并利用内部资源（例如员工敬业度和组织支持）进行技术采用决策和规划。这项工作进一步评估了技术实施后的业务成果。从任务-技术匹配理论的扩展出发，通过采访 14 位酒店高管就前台和客房部的技术实施情况进行了定性研究。结果表明了成本降低、成本效益、竞争对手、客户反馈、管理战略规划、以及有关先进技术计划的最新行业趋势。员工敬业度的结果因年龄、教育背景和自学态度而异。酒店对培训的支持对于提高员工生产力是必要的。此外，技术采用有利于酒店的财务（例如降低劳动力和维护成本）和非财务成果（例如客户满意度和员工满意度）。进一步讨论了理论发展和管理启示。劳动力和维护成本的降低）和酒店的非财务成果（例如客户满意度和员工满意度）。进一步讨论了理论发展和管理启示。劳动力和维护成本的降低）和酒店的非财务成果（例如客户满意度和员工满意度）。进一步讨论了理论发展和管理启示。