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Several different factors have an influence on the hotel sector in Jordan. Due to the different circumstances and the turbulence in this region, hotels face a competitive and dynamic economic environment, which causes these hotels to seek differentiation. Consequently, hotels need different strategies and support from information technology to achieve a competitive advantage. The purpose of this study is to investigate the extent to which enterprise resource planning ERP system usage affects service differentiation in the hotel sector in Jordan and examine the mediating effect of organizational agility on the aforementioned relationship.

Questionnaires were used to collect data from the hotel sector in Jordan. The response percentage was 75.41%.

The result showed that there is a significant effect of ERP system usage on service differentiation in Jordanian hotels, and this relationship was mediated by organizational agility. Organizational agility and its dimensions have a partial mediating role on the relationship between ERP system usage and service differentiation except for responsiveness which has a full mediating role. So, being an agile hotel will increase the ability to achieve service differentiation by using ERP systems.

This research focuses on investigating the mediating role of organizational agility in the relationship between ERP system usage and service differentiation within hotel sector in Jordan. Moreover, this research investigated the applicability of organizational agility on the hotel sector as it is mainly implemented in the manufacturing sector. The results show that organizational agility and its dimensions have a partial mediating role on the relationship between ERP system usage and service differentiation except responsiveness which has a full mediating role. So, being an agile hotel will increase the ability to achieve service differentiation by using ERP systems. Therefore, hotel practitioners in Jordan should focus on applying the required technologies and achieving organizational agility in order to achieve service differentiation. In addition, this study highlights that ERP usage has a positive impact on achieving organizational agility and service differentiation; hence, using these systems will help hotels in Jordan to implement agility capabilities which, in turn, help to achieve service differentiation. However, there are real challenges in hotel sector as implementation of ERP is expensive and time-consuming. The outcomes of this research can have additional reference that could benefit researchers in the future and bring attention of hotel managers in Jordan to the importance and advantages of this research.

A new model has been developed. An empirical investigation was performed on the hotel sector in Jordan to test the new model.

Enterprise resource planning (ERP) systems can be considered as cornerstone that allows most organizations to achieve their business goals. The purpose of this paper is to investigate the impact of ERP system usage on agility in organizations.

The data were collected from 90 branches of well-known banks in the Middle East, such as HSBC, Standard Chartered and Arab Bank. Data were analyzed using a path analysis methodology.

A new model has been developed. An empirical investigation was performed on the banking sector in the Middle East to test the new model. Despite the results showing that the impact of ERP system usage on banks’ agility is significant, the variance of banks’ agility that is explained by the use of ERP systems is weak. This indicates that ERP usage may not influence sufficiently the current agility drivers in Middle-Eastern banks and that there may be other significant variables that contribute to agility in the banking sector.

The findings of this research were based on a survey conducted among banks in the Middle East. The results are applicable in Middle-Eastern banks, but may not be applicable in other regions.

Banking practitioners in the Middle East should be aware that successful implementation of ERP systems may not lead to the achievement of sufficient competency, flexibility, quickness, and responsiveness. Hence, such implementation may not deliver banking agility.

This research model investigates the impact of ERP usage on the agility of banks in the Middle East.