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Technology, service quality, and customer loyalty in hotels: Australian managerial perspectives

Shan‐Chun Lee, Sunita Barker, Jay Kandampully

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 October 2003

21902

Abstract

Traditional brick‐and‐mortar companies are embracing the use of modern technologies to enhance the services they offer and to gain customer loyalty. The objectives are to stay in the forefront of today’s marketplace and to improve service, efficiency, and profitability. The hospitality industry has transformed itself into a global industry, and, as one of the largest industries in the world, it serves as an excellent example of an industry that has transformed itself in response to changes in customer requirements and demands. Continuous technological developments and their adoption in the hospitality industry have provided numerous opportunities and challenges. This paper examines the perceptions of international hotel managers on the adoption of technology in their hotels. The results emphasise the growing demand of hotel customers for various technology‐supported services. Technology is found to have affected the ability of hotels to support employees, enhance the quality of service, improve efficiencies, gain competitive advantage, maintain relationships with customers, and increase profitability.

Keywords

Citation

Lee, S., Barker, S. and Kandampully, J. (2003), "Technology, service quality, and customer loyalty in hotels: Australian managerial perspectives", Managing Service Quality: An International Journal, Vol. 13 No. 5, pp. 423-432. https://doi.org/10.1108/09604520310495886

Publisher

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MCB UP Ltd

Copyright © 2003, MCB UP Limited

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