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This study aims to examine the effect of task and technology characteristics on the compatibility of technology and tasks, as well as examine the reciprocal effect between the task-technology fit and the use of information systems.

The study took place in 36 star hotels from one-star to four-star hotels in some cities and districts in South Kalimantan Province. There were 24 hotels in Banjarmasin, 7 hotels in Banjarbaru and 1 hotel in each area of Banjar, Tanah Bumbu, Tabalong, Hulu Sungai Utara and Barito Kuala. The hotels chosen were those implemented the information and communication technology as supporting administrative activities to serve hotel customers. The population was the front office staff in the existing hotels as the users of the information technology. The sampling technique used in this research was the questionnaire distribution in accordance with the number of population. Data were collected from the filled questionnaires. From the 239distributed questionnaires, 164 (68.62 per cent) were returned and used as the research data.

Task characteristics and technology characteristics have a significant and positive effect on task-technology fit, in which the higher the task characteristics and technology characteristics, the higher the task-technology fit. The task-technology fit and the use of information systems are positive and reciprocal. This means that the higher the task-technology fit, the higher the use of information systems.

The originality of this study is reciprocal relationship between the variables of use with the task-technology fit. Some researchers have found the compatibility of technological tasks affecting the use of information systems, namely, Lin and Huang (2008), Norzaidi and Salwani (2009), Larsen et al. (2009), McGill and Klobas (2009), D’Ambra and Wilson (2013), Im (2014) and Chang et al. (2015). On the other hand, in task-technology fit theory, Goodhue and Thompson (1995) state that use affects the task-technology fit.

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 on the adoption of specific marketing applications. Finally, this paper seeks to expand the general understanding of the relationship between the effectiveness of a hotel's MrkIS and that hotel's overall effectiveness, compared with that of others from the suggested typology.

The paper collected empirical data from a sample of 254 luxury and five‐star Greek hotels. They conducted a cluster analysis in order to define various clusters of hotels based on their use of specific marketing applications. They considered the role of basic antecedents – namely the hotel's degree of market orientation adoption, system quality, the quality of the information that the MrkIS produce, and support service quality – examining their influence on the MrkIS configuration in use. In addition, the paper considers the relationship between MrkIS effectiveness and overall hotel effectiveness as evidenced throughout the different clusters.

The study offers insights that can help hoteliers to analyse realistically the potential benefits of MrkIS for their businesses. Toward this end, the paper identifies three specific types of hotels: the “transactional‐oriented”, the “sales‐oriented”, and the “market‐oriented”.

The results of the study may not be broadly applicable due to differences in national context, hotel category, and other characteristics – a fact that suggests future research opportunities.

Based on the current results, a hotel might better evaluate its existing MrkIS and be prepared to maximise the opportunities offered by the full utilisation of these systems.

The scarcity of empirical evidence with regard to MrkIS utilisation in the lodging industry makes this kind of study essential. The results of the paper expand the general knowledge about hotels' MrkIS adoption, its antecedents, its effectiveness and hotels' overall effectiveness. The results provide an integrated picture of the utilisation of these systems.

Find out how the employees’ performance on the implementation of the hotel reservation information system. Therefore, this paper aims to examine the effect of the task-technology fit (TTF) on the use of information systems, as well as its effect on user performance and satisfaction.

This research type is explanatory research. In explanatory research, the aim is to provide an explanation related to the causal relationship between variables and hypothesis testing. The unit of analysis adopted in this study is the individual of the front office employees who use the star hotel reservation information system in South Kalimantan Province (the population is 239, and the taken are 150 samples, based on the number of indicators multiplied 5).

The higher the TTF, the higher the level of using information systems. The higher the use level of information systems, the higher the information systems user performance and vice versa in which the higher the user’s performance, the more increase the use of information systems. On the other hand, this study found that the use of information systems and user performance has no significant effect on user satisfaction.

The novelty in this study is shown in the influence between performance variables on the usage and the usage variables on the users’ performance. This study examines the importance of reciprocal usage and user performance relationships based on previous research studies that examine the relationship and that information technology (IT) usage will affect user performance. In addition, the users’ performance will affect the users’ behavior in using IT.

The purpose of this study was to investigate the impact of several hotel promotional factors and consumers’ behavioral and demographic characteristics on their actual use of specific interactive information systems in hotels. The specific systems examined in this study were a hotel’s website, mobile app, push notification system, kiosk, smart TV in room, and tablet at front desk or in room.

A survey was conducted with a sample of 841 respondents who had stayed in a hotel that had interactive information systems. Logistic regression models were designed with the promotional factors (e.g. hotel staff encouraging purchasing products, push notifications or information presented on mobile devices or kiosks, seeing or hearing about other consumers using systems, advertising and press releases), behavioral variables (e.g. frequency and duration of stay) and demographic variables (e.g. gender and age) as independent variables. The independent variables were the individual systems used by guests.

The various promotional factors had a differential effect on consumers’ use of various interactive information systems. Information provided on mobile devices, staff encouraging purchasing and press releases and blogs, along with age and duration of stay, was found to have the highest impact on system usage.

This study examines for the first time, as per the authors’ knowledge, the actual use behavior of several hotel interactive systems, thus advancing the technology adoption literature. This study also utilizes a comprehensive list of hotel promotional factors that are able provide theoretical and empirical insight into the use of interactive systems, which was explained predominantly based on system perceptions and consumers’ characteristics.

本论文旨在研究若干酒店营销因素和消费者行为特征和统计人口特征对真正使用互动性系统的影响。本论文主要研究的主体包括, 酒店网站、移动APP、推送信息系统、自助服务机器、房间智能TV、以及前台或房间的平板电脑。

取样方式为问卷调查, 其样本数量是841位曾在酒店使用过互动系统的顾客。逻辑回归模型结合营销因因子（如酒店人员销售产品、推送信息、或者移动设备或者自助机上显示的营销信息、经由其他消费者介绍、广告、新闻稿等）, 行为特征变量（如酒店居住频率和长短）, 以及统计人口变量（如性别和年龄）作为因变量。因变量包括顾客使用的 独立系统。

多个营销因子对消费者使用多个互动性信息系统有着不同的影响。其中, 移动设备上的营销信息、人员销售、新闻稿和博客、以及消费者年龄和酒店居住长短对系统使用有最显著的影响。

本论文首次检验酒店互动性系统的真实使用情况, 因此对科技使用文献有显著价值。本论文还全面检验了一系列酒店营销因子, 从理论和实践角度来检验互动系统使用情况, 延展了之前对系统感知和消费者特性的理解。

关键词：互动科技、实际科技使用、酒店、逻辑回归

研究论文

Because of the COVID-19, the digital transformation of global hospitality and tourism speeds up. This paper aims to provide comprehensive frame of the digital transformation for further hospitality and tourism research.

Through conducting a critical review of the impact of COVID-19, the current situation about the application of digital technology and digital transformation in hospitality and travel, this study used a qualitative approach to present the viewpoints.

This research presents a theoretical research framework for the hospitality and tourism about digital transformation, including possible directions, contexts and methods. It highlights the importance of digital transformation, and further proposing specific research topics.

This research brings valuable implications and guidance for future research from the aspects of key research streams, research context and methodological approaches in hospitality and tourism about digital transformation.

This paper supplies existing critical reviewed research through paying attention to the digital transformation approach in hospitality and tourism, providing research guidance technically to the industry of hotels and travel.

Supply chain management (SCM) has become important in the service sector nowadays, because customer satisfaction is dependent on the efficiency of supply chain activities. Hotels are operations where personal guest satisfaction is a major priority. A large and diverse range of supply factors are gathered according to the requirements of guests, and then service is provided. The purpose of this paper is to examine the relationship of SCM and information system (IS) in five‐star hotels.

Data were collected from senior management and relevant department authorities of five‐star hotels in Istanbul by asking them open‐ended questions. The findings were evaluated with descriptive analysis and different conditions of usage information systems in SCM were presented and then issues were determined.

The findings were evaluated in five groups; four of them being: First, purchasing, inventory management, warehousing, customer relationship and service production processes in these enterprises are mainly being carried out by conventional methods. Second, internet is being used instead of fax as a means of communication in the supply chain. Third, respondents say that the use of information systems is reflected in the speed, reliability, easy access, low cost applications and time saving within the supply chain process. Fourth, Netsis program is the most frequently used and the advantage of its ERP applications are also being used.

The findings were evaluated by descriptive analysis method. Because of the low number of participants, statistical analysis does not give meaningful results. Consistency of responses given by participants is tested by the investigation of cross relations between the questions.

In this paper, the supply chain structure in hotels, and supply chain information systems are being examined through the interactions of the members. To achieve this goal, the relationship between information systems and the supply chain structure has been established and the role of information systems in SCM is determined with the help of corporate information systems.

Analyses the variety of loyalty programmes that exist within the UK corporate hotel sector. A literature review leads to the proposition that in order to be cost‐effective in stimulating repeat business, loyalty programmes should reflect the business environment in which they operate. Loyalty programmes vary in the extent to which they collect, analyse and use customer information. A conceptual framework is developed in which information management and customisation are related to each other. This proposition supports the argument that there is no single formula for the development of a successful loyalty programme within the hotel sector. Although questions are raised about how the effectiveness of a loyalty programme can be measured, the proposition that market characteristics, information intensity and level of customisation can influence the effectiveness of a loyalty programme, is accepted.

Purpose – The purpose of this paper is to examine the extent to which potential factors affect the use of activity-based costing (ABC) in a service context.

Design/methodology/approach – An empirical survey was conducted on a sample of 112 leading hotels enterprises in Greece.

Findings – Results show that the use of ABC is positively associated with business strategy and with chief financial officer's (CFO) educational background. In addition, ABC is negatively associated with CFO age. No association was found between the use of ABC and the quality of information technology, membership of multinational chain, and CFO tenure.

Research limitations/implications – This research was limited to the Greek hotel sector. Cross-sectional studies as the work presented here can establish associations, but not causality.

Originality/value – This paper adds to the limited body of knowledge of the design of cost systems in a service context (service cost system design). Specifically, this paper adopted a contingency approach and used empirical analysis to identify the influence of specific organizational variables and CFOs characteristics on the use of ABC in service firms. The operational homogeneity of hotels enables powerful tests of the research hypotheses.

The purpose of this paper is to examine the use of electronic distribution systems (EDS) in Korean hotels and investigate the differences between large and small and medium (S&M) hotels.

This is a qualitative and explorative study. An in‐depth interview was conducted of seven large hotels and nine S&M hotels.

Regardless of size, the surveyed hotels received, on average, more reservations through offline systems than online. It was found that large hotels showed less variation in the use of EDS than S&M hotels. While there was no distinct difference in the overall use of EDS, in terms of average, the highest percentage of hotel EDS use was demonstrated by S&M hotels. Regarding specific components and distribution flows, large hotels overall employed a variety of distribution channels, often implemented in multi‐faceted systems. S&M hotels, in most cases, adopted simpler distribution flows, i.e. hotel web sites and online travel agencies. This difference seems to be the result of the affiliation of primarily large hotels with huge hotel corporations.

An emphasis has been placed on the current use of an EDS within S&M hotels, given their greater competitive challenge with regards to their larger counterparts.

Meaningful implications are made that building an extensive and effective information system appropriate to the size and type of the hotel's operations is especially needed by S&M hotels.

The paper addresses EDS issues specifically for S&M hotels.

This study uses the travel industry as the research context and investigates online–offline integration between the different business entities of hoteliers and online travel agencies (OTAs). The purpose of this paper is threefold: first, to examine cooperation between hotels and OTAs; second, to examine how online and offline satisfaction increase behavioral intentions toward online and offline channels; and third, to investigate the factors that increase online and offline satisfaction.

To investigate customers’ behavioral intentions toward online and offline channels, the authors collected 241 data points from ten hotels from four well-known chains. The partial least squares structural equation modeling approach was used to test the research model and the 13 hypotheses.

The results show that system quality, information quality and service quality of OTA websites increase online satisfaction. Online satisfaction further increases behavioral intentions toward online channels but has no significant effect on offline satisfaction and behavioral intentions toward offline channels. Emotional value and social value offered by hotels increase offline satisfaction. Offline satisfaction further increases behavioral intentions toward online and offline channels. Finally, behavioral intentions toward online channels indeed reinforce behavioral intentions toward offline channels.

Some prior studies have focused on the effects of offline channels on online channels, whereas others have examined the influences of online channels on offline channels. However, in previous studies, the online and offline channels were both owned by the same business entities. To the best of the authors’ knowledge, this study is the first to examine how online and offline channels belonging to different business entities can work together to increase customer intentions.