Th e paper examines the host country-specifi c factors as determinants of hotel chains' market presence in a destination. Th ree types of hotel chains' market presence are identifi ed – absolute market presence (number of chain affi liated hotels/rooms), relative market presence (share of affi liated hotels/rooms in the total number of hotels/rooms in a destination) and market presence intensit...

Nowadays web services technology is widely used to integrate heterogeneous systems and develop new applications. In this paper, an application of integration of hotel management systems by web services technology is presented. The Group Hotel Integration Reservation System (GHIRS) integrates lots of systems of hotel industry such as Front Office system, Property Management system, Enterprise In...

In recent years, companies have integrated their customer relationship management (CRM) and knowledge management (KM) efforts because they realize that KM plays a key role in CRM success. Both knowledge management (KM) and customer relationship management emphasize the allocation of resources to business supportive activities to gain competitive advantages. The aim of this study is to inves...

a r t i c l e i n f o The hotel industry has been hit hard by the economic recession. Given the economic challenges facing businesses have not been seen since the Great Depression, hotel executives are making unstructured or first-time decisions, responding to the current business climate. Using McCracken's (1988) long interview method, four Pacific Asia hotel executives provide insights of how...

This study addresses the strategic planning and environmental scanning activities of the hotel chains operating in Portugal, and compares attitudes towards planning and scanning activities by companies where strategy is formalised through a formal written strategic plan (intenders) and those companies where strategy is informally developed through a 'vision' or 'informal plan' (realisers). The ...

The hotel industry is in need of efficient, integrated, and economic supply chains and circulation processes. This paper introduces a project of integration of hotel management systems by web services technology. We discuss how web services will consent to the hotel industry by automating product distributions and providing better services to buyers, suppliers, and prospective partners. The pro...

In recent years, companies have integrated their customer relationship management (CRM) and knowledge management (KM) efforts because they realize that KM plays a key role in CRM success. Both knowledge management (KM) and customer relationship management emphasize the allocation of resources to business supportive activities to gain competitive advantages. The aim of this study is to inves...

This research used a typical e-mail query to investigate customer service by 491 properties from 13 international hotel chains. These five-star hotels had difficulty providing prompt, accurate, and timely e-mail responses to their customers. The results suggest significant differences in e-mail customer service, based on hotel location and the size of the hotel chain. The poor responsiveness an...