Abstract
Increasingly technology based solutions are being used to deliver customer service within the international hotel sector. Frequently, these are being driven by cost and operational efficiency concerns, rather than customer service concerns. The argument is presented in this paper that the undifferentiated use of these solutions across international hotel chains without consideration of the diversity of national cultures that may utilize these services may impact negatively on customer service and organizational performance. A number of propositions are suggested both for further academic research and as factors for consideration by hotel managers in this sector.
| Original language | English |
|---|---|
| Pages (from-to) | 59-77 |
| Number of pages | 19 |
| Journal | International Journal of Hospitality and Tourism Administration |
| Volume | 3 |
| Issue number | 3 |
| DOIs | |
| Publication status | Published - 1 Jun 2002 |