Mobile technology in hotels is to provide innovative service solutions for both employees and customers, yet underexplored, and managerial and operational issues remain. This study aims at identifying those issues involved in adopting and implementing mobile technologies by a thematic analysis of focus group interviews of luxury hotel managers and executives. Eighteen managerial issues surfaced, leading to a mobile technology management framework consisting of six themes: strategic goal, customer management, operations management, process design, provider management, and infrastructure management. This mobile technology management framework provides guidelines for the successful adoption and implementation of mobile technologies in hotels. Implications are discussed with future research issues at the end.
|Journal||Tourism Management Perspectives|
|Publication status||Published - 2021 Apr|
Bibliographical noteFunding Information:
This work was partly supported by the Ministry of Education of the Republic of Korea and the National Research Foundation of Korea ( NRF-2019S1A5A2A01045326 ).
© 2021 Elsevier Ltd
All Science Journal Classification (ASJC) codes
- Tourism, Leisure and Hospitality Management