A study of crisis management in Hangzhou's hotels

Pao Yue-kong Library Electronic Theses Database

A study of crisis management in Hangzhou's hotels

 

Author: Lu, Erxin Shelly
Title: A study of crisis management in Hangzhou's hotels
Degree: M.Sc.
Year: 2003
Subject: Hong Kong Polytechnic University -- Dissertations
Hotels -- Information technology -- China -- Hangzhou
Department: School of Hotel and Tourism Management
Pages: x, 93 leaves ; 30 cm
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b1717668
URI: http://theses.lib.polyu.edu.hk/handle/200/182
Abstract: As is generally agreed that if hotels want to remain competitive in the business environment, they must provide quality service, get customer satisfaction and achieve competitive advantages and more market share than the competitors in the industry. In order to achieve such a goal, hotels have to constantly apply new information technology to improve service quality. Furthermore, the pace of technology application must be speeded up. Information Technology is on a rise, which provides great assistance to the hotel industry. However, the wide adoption of the technology-assisted hotel operations means a much higher risk of IT failure in companion with the great convenience IT brings about. This dissertation deals with the investigation of Information Technology Crisis Management in various departments in selected star-rated hotels in Hangzhou, Mainland China. Four hotels ranging from 2-star to 5-star were investigated. They are chosen for convenient test. These hotels are all located in Hangzhou, a city well known for its beautiful scenery and upraising Exhibition & Advertisement Industry. The foreseeable problems for the investigation are: I) most hotels in Hangzhou are facing the potential IT Technology Crisis, II) the cost of the IT failure may be enormous and the loss it costs may not be easily made up, III) the influences of IT Technology Crises may be timeless and endless. That is to say, IT problem could have an ever-lasting effect on the whole hotel industry. So the finding of the research should be useful for the hoteliers to get a better understanding of the impact of IT Technology Crisis Management.

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