Antecedents of technological change in the hospitality industry.

Abstract

Information technology is the single greatest force affecting change in the hospitality industry. Everywhere one looks, one can find evidence of how technology is reshaping the industry and changing the very dynamics of competition and customer-employee interaction. Going forward, technology will be the most important competitive weapon for any hospitality company. If hospitality organizations want to compete successfully, they must do so by using technology to drive value to both the customer and to the firm. These are among the conclusions of two Technology Think Tank sessions sponsored by the International Hotel and Restaurant Association (IH&RA) detailed in this article.