... adoption and organizational performance. Design/methodology/approach The study develops an integrative conceptual model of the antecedents and performance outcomes of e‐business adoption. The research model is subsequently tested empirically using data collected from 154 hotel companies. Structural...

... a qualitative, in‐depth case study in the international hotel industry. The case comprises an international master franchise agreement between a large US‐based hotel franchisor and its European master franchisee. Findings The study identifies the inter‐related nature of operational and relational control...

...Kalliopi C. Chatzipanagiotou; Christos D. Coritos Purpose This paper aims to suggest an empirically based typology of hotels according to their marketing information systems (MrkIS) configurations. The study seeks to examine major antecedents of the effectiveness of MrkIS and their influence...

...Eric W.T. Ngai; Vincent C.S. Heung; Y.H. Wong; Fanny K.Y. Chan Purpose This paper aims to test the differences in the consumer complaint behaviour of Asian and non‐Asian hotel guests in terms of culture dimensions. It also aims to examine the relationship between demographic factors (age, gender...

... is used to test the hypotheses on a sample of 126 hotel managers in Norway. Findings Given that services often involve direct interaction between the customer and the provider, customers play a more active role in the service development process. This has ramifications for how service firms scan...