Managerial Perceptions of Information Technology and their Impact from a Transaction Cost Perspective

ABSTRACT

This article addresses the questions of how hotel managers perceive the impact of information technology (IT) on hotel service operations, particularly transaction costs, and whether its impact on these costs affects the decision-making framework. A multiple case study approach using a two-stage interview process was adopted. This comprised a closed, fixed-response questionnaire administered to a group of managers followed by a standardized, open-ended interview intended to capture both objective and subjective views. Although the managers objectively identified a positive impact for IT, their subjective views indicated that this impact is only superficial. This gap points to the existence of bounded rationality in managerial decision making about state-of-the-art IT systems.

Keywords:

• Information technology (IT)
• hospitality industry
• transaction costs
• bounded rationality
• IT orientation
• decision framework

Notes

1. Unpublished article retrieved from: http://www.revecap.com/encuentros/trabajos/g/pdf/147.pdf

2. It should be noted that one manager with rooms division responsibilities responded to both the front office and housekeeping sections of the questionnaire whereas the other manager working in this area, who also had prior F&B experience, responded to all three sections (that is, including F&B). This is why 18 respondents filled out 21 questionnaires in total.

3. It should be noted that one manager with rooms division responsibilities responded to both the Front Office and Housekeeping sections of the questionnaire, whereas the other Rooms Division Manager with prior F&B experience responded to all three sections (including F&B) of the questionnaire. Therefore, 18 respondents filled out 21 questionnaires.