| Author: | 杨永彪 Yang, Yongbiao |
| Title: | 中国酒店数字化转型关键成功要素研究 |
| Other Title: | A study on the key success factors of digital transformation of Chinese hotels |
| Advisors: | 肖曲 (SHTM) 王丹 (SHTM) |
| Degree: | DHTM |
| Year: | 2019 |
| Subject: | Hotel management -- Data processing Hospitality industry -- Information technology Hotels -- China Hong Kong Polytechnic University -- Dissertations |
| Department: | School of Hotel and Tourism Management |
| Pages: | x, 158 pages : color illustrations |
| Language: | Chinese |
| Abstract: | 随着人工智能、区块链、云计算、大数据及物联网等新技术的发展融合，企业生产资料从传统的物理材料转变为数据资产，生产关系从传统流程转变为基于网络和数据的新型业务模式和物种，数字化转型成为当今企业最大的制胜法宝。酒店数字化是基于新技术将酒店业务流程全过程数字化，产生酒店数据资产；酒店数字化转型是利用酒店数字化，改变酒店为客户创造价值的方式，对企业价值进行重新定义，对业务流程进行调整，由此可能引起组织变革，从而实现酒店的降本增效。但是，现有文献中鲜有对酒店业如何利用新技术进行数字化转型并保证转型成功的研究。本研究采用了定性与定量相结合的方法，首先通过焦点小组访谈找出了酒店数字化转型实施关键成功要素的量表清单；然后利用德尔菲专家方法将关键成功要素在酒店数字化转型实施的启动、执行及运维三个阶段的重要性分别进行排序；随后通过341份酒店人及供应商的问卷调查，分析了关键成功要素在三个阶段重要性的再次排名，并研究了关键成功要素在酒店数字化转型后对客户满意度、酒店竞争力、客户服务效率、管理效率、利润及员工满意度等的影响。本研究发现酒店数字化转型包括企业战略、组织文化、数字化能力及外部环境等关键成功要素，并在此基础上系统性地提出了含有31个子要素的量表清单。本研究也开创性地探索了关键成功要素在酒店数字化转型实施三个阶段的重要性，并发现这些关键成功要素在数字化转型后对酒店绩效的提升有显著的影响。本研究不仅丰富了酒店数字化转型研究理论，也为酒店各利益相关者成功实施数字化转型提供了借鉴。 |
| Rights: | All rights reserved |
| Access: | restricted access |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| 5415.pdf | For All Users (off-campus access for PolyU Staff & Students only) | 1.95 MB | Adobe PDF | View/Open |
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