The information and communication technologies productivity impact on the UK hotel sector

Despite the great investments in information and communication technologies (ICT), research has not persuasively established corresponding productivity increases, while many studies have also found no significant relationships between productivity and ICT. However, several shortcomings have been identified in past studies, e.g. measurement errors, redistribution of impacts, ICT mismanagement. This study proposes a methodology for assessing the ICT productivity impact that overcomes these shortcomings. The methodology is tested in a dataset of three star hotels in the UK by using data envelopment analysis, a non‐parametric technique. Findings revealed that productivity gains do not accrue from ICT investments per se, but rather from the full exploitation of ICT networking and informalization capabilities. Suggestions regarding the effective and productive configuration and management of ICT applications are provided.