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Strategic implementation and IT: gaining competitive advantage from the hotel reservations process

Marianna Sigala (PhD Candidate, School of Management Studies for the Service Sector, University of Surrey, Guildford, UK)
Andrew Lockwood (Professor of Hospitality Management, School of Management Studies for the Service Sector, University of Surrey, Guildford, UK)
Peter Jones (IFCA Professor of Production and Operations Management, School of Management Studies for the Service Sector, University of Surrey, Guildford, UK)

International Journal of Contemporary Hospitality Management

ISSN: 0959-6119

Article publication date: 1 December 2001

9015

Abstract

Reviews the development of approaches to reservations management in the hotel industry alongside models of the stages of development in information technology (IT). Suggests that strategic success and operational implementation have been built on the prevailing IT “era”. Explores the future strategic potential of reservations management. Hotel operators need to understand how technology changes the “rules of the game” and identify alternative strategies for gaining competitive advantage. In reality, strategic implementation is either “service‐led” or “IT‐led”.

Keywords

Citation

Sigala, M., Lockwood, A. and Jones, P. (2001), "Strategic implementation and IT: gaining competitive advantage from the hotel reservations process", International Journal of Contemporary Hospitality Management, Vol. 13 No. 7, pp. 364-371. https://doi.org/10.1108/09596110110403956

Publisher

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MCB UP Ltd

Copyright © 2001, MCB UP Limited

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