Analysis of hoteliers' E-Commerce and information technology applications: Business travelers' perceptions and needs

International Journal of Hospitality and Tourism Administration

Volumn 6, Issue 2, 2005, Pages 29-62

  Yeh, Ronnie J ^a   Leong, Jerrold K ^b   Blecher, Lee ^a   Lai, Herman H S ^c  

^a CALIFORNIA STATE UNIVERSITY   (United States)

^b OKLAHOMA STATE UNIVERSITY   (United States)

^c STEPHEN F AUSTIN STATE UNIVERSITY   (United States)

Author keywords

Customer service; Hospitality e commerce; Hospitality Internet applications; Hotel e commerce; Hotel information technology information

Indexed keywords

EID: 85015641493     PISSN: 15256480     EISSN: 15286499     Source Type: Journal    
DOI: 10.1300/J149v06n02_02     Document Type: Article

References (31)

1. Ansel, D., and Dyer, C., 1999. A framework for restaurant information technology. Cornell Hotel and Restaurant Administration Quarterly, 40(3):74–84.
2. Burgess, C., 2000. The hotel financial manager-challenges for the future. International Journal of Contemporary Hospitality Management, 12(1):6–12.
3. Burgess, C., and Bryant, K., 2001. Revenue management-the contribution of the finance function to profitability. International Journal of Contemporary Hospitality Management, 13(3):144–150.
4. Camison, C., 2000. Strategic attitudes and information technologies in the hospitality business:An empirical analysis. International Journal of Hospitality Management, 19(2):125–143.
5. Cho, W., Sumichrast, R. T., and Olsen, M. D., 1996. Expert-system technology for hotels:Concierge application. Cornell Hotel and Restaurant Administration Quarterly, 37(1):54–60.
6. Cobanoglu, C., 2001. Analysis of business travelers' hotel selection and satisfaction, Doctoral dissertation Stillwater:Oklahoma State University.
7. 2003. College towns index Retrieved January 17, 2003 from
8. Connolly, D. J., and Olsen, M. D., 2000. Hospitality IT:What does the future hold?. FIU Hospitality Review, 18(2):22–36.
9. Connolly, D. J., Olsen, M. D., and Moore, R. G., 1998. The Internet as a distribution channel. Cornell Hotel and Restaurant Administration Quarterly, 39(4):42–54.
10. Dev, C. S., and Olsen, M. D., 2000. Marketing challenges for the next decade. Cornell Hotel and Restaurant Administration Quarterly, 4(1):41–47.
11. Elliott-White, M. P., and Finn, M., 1998. Growing in sophistication:The application of geographical information systems in post-modern tourism marketing. Journal of Travel & Tourism Marketing, 7(1):65–84.
12. Gregory, S., and Breiter, D., 2001. Leveling the playing fields:E-marketing's impact on lodging operations. Journal of Hospitality & Leisure Marketing, 7(4):45–60.
13. Hair, J. F., Anderson, R. E., Tatham, R. L., and Black, W. C., 1998. Multivariate data analysis, 5th ed., New Jersey:Prentice Hall.
14. Ho, J. K., Wong, S. Y., Sarwar, M., and Lau, W. S., 2000. An engineering research and development framework for the challenges faced by the hotel industry:Hong Kong case study. Journal of Hospitality & Tourism Research, 24(3):350–372.
15. Hoffman, K. D., and Chung, B. G., 1999. Hospitality recovery strategies:Customer preference versus firm use. Journal of Hospitality & Tourism Research, 23(1):71–84.
16. Jeong, M., and Lambert, C. U., 2001. Adaptation of an information quality framework to measure customers' behavioral intentions to use lodging Web sites. International Journal of Hospitality Management, 20(2):129–146.
17. Kasavana, M. L., and Knutson, B. J., 2000. Investingin customer equity:Using technology to build your frequent diner programs. Journal of Hospitality & Leisure Marketing, 7(1):63–74.
18. Lang, T. C., 2000. The effect of the Internet on travel consumer purchasing behavior and implications for travel agencies. Journal of Vacation Marketing, 6(4):368–385.
19. Mandelbaum, R., 1997. Hotel sales-and-marketing management. Cornell Hotel and Restaurant Administration Quarterly, 38(6):45–51.
20. Matilla, A. S., and O'Neill, J. W., 2003. Relationships between hotel room pricing, occupancy, and guest satisfaction:A longitudinal case of a midscale hotel in the United States. Journal of Hospitality & Tourism Research, 27(3):328–341.
21. Montgomery, M., 1999. Phases of Internet commerce. International Journal of Hospitality Information Technology, 1(1):9–25.
22. 2000. MS Excel, Microsoft Corporation.
23. Murphy, J., Forrest, E., and Wotring, C. E., 1996. Restaurant marketing on the Worldwide Web. Cornell Hotel and Restaurant Administration Quarterly, 37(1):61–71.
24. Olsen, M. D., and Connolly, D. J., 2000. Experience-based travel:How technology is changing the hospitality industry. Cornell Hotel and Restaurant Administration Quarterly, 41(1):30–40.
25. Pernsteiner, C., and Rauseo, N., 2000. Transforming the hospitality industry into e-business. FIU Hospitality Review, 18(2):10–21.
26. Powers, T., and Barrows, C. W., 2003. Introduction to the hospitality industry, 5th ed., New York:John Wiley & Sons, Inc.
27. Siguaw, J. A., and Enz, C. A., 1999. Best practices in information technology. Cornell Hotel and Restaurant Administration Quarterly, 40(5):58–71.
28. SPSS. 2002. Statistical Package for Social Sciences, SPSS Institute.
29. Van Hoof, H. B., and Combrink, T. E., 1998. The use of the Internet in the U. S. lodging industry. FIU Hospitality Review, 16(2):77–89.
30. Van Hoof, H. B., Ruys, H. F., and Combrink, T. E., 1999. Global hoteliers and the Internet:Use and perceptions. International Journal of Hospitality Information Technology, 1(1):45–61.
31. Vanucci, C. L., and Kerstetter, D. L., 2001. Meeting planners' use of the Internet to plan group meetings. Journal of Convention & Exhibition Management, 2(4):23–36.