Computers versus customers: hotel managers view of the impact of ICT

Abstract: Focussing primarily on the opportunities for further research this describes hotel managers’ views about how ICT fits within their business. Drawing on interviews with a group of Auckland hotel managers it examines their perceptions of the most important issues facing their business and how ICT interacts with these. In a business where there is high staff turnover, how does complex software with high training needs fit?

Biography: Ann has a background in IT support, with an emphasis on fitting software to business processes and business process reengineering. She also has experience as a tourism researcher and within the food and beverage area of hospitality.

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