The strategic management of information technology in UAE hotels: An exploratory study of TQM, SCM, and CRM implementations

Although IT applications in the hotel industry have largely been devoted to the handling of routine operational problems, it has become increasingly evident for hoteliers that proactively incorporating IT into their services, operations, and strategy is a key element in their quest for service excellence and high profits. Based on a recent survey of IT applications and challenges in fourand five-star hotels in the UAE, this study presents the findings of an exploratory empirical investigation in this understudied, yet one of the fastest growing tourist destination in the world. Insights and recommendations for hotel managers in the region are, thereafter, drawn from the findings. & 2009 Elsevier Ltd. All rights reserved.