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Abstract By capitalizing on information technology's many capabilities, luxury hotel companies have unprecedented opportunities to reach out to current and potential customers around the world. Despite these opportunities and the many successful applications of information technology (IT) in other segments of the hotel industry, luxury hotels continue to resist the trend towards greater automation. This segment has yet to fully comprehend-and, hence, realize-the numerous benefits from the many roles IT can play in service delivery, product differentiation, and organizational economics. IT, if given the chance, can play a crucial role in helping luxury hotels learn more about their guests in terms of preferences, behaviors, and trends so that services and promotions can then be customized through greater information sharing. IT can also enable employees to produce more consistent and efficient services, according to company-determined standards. Unfortunately, the industry's continued resistance or inherent shyness towards IT is causing the industry to lose ground in the Information Age.
Daniel Connolly (Thu,) studied this question.
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