engleski

Technological innovation as the hotel’s processes quality factor: the case of Croatian hotel sector

This paper focuses on the issue of technological innovation in the hotel sector. On the conceptual level the theoretical part of the paper discusses the notion and features of technological innovations, placing a special emphasis on information systems. Furthermore, role and importance of technological innovations in the hotel sector as well as their importance and contributions to the quality of hotel processes are discussed. In investigating the technological innovation application in the hotel business, the level of information systems maturity is taken as an independent variable and the quality of hotels’ processes as the dependent one. Using the multivariate statistical methods, the interdependence between these variables is investigated. In the empirical part of the paper, the results of a research on a representative sample of Croatian hotel firms are presented. The relationship between the variables is investigated using the clustering technique and correlation tests. Furthermore, the discriminant analysis was used to extract the innovative elements of information systems maturity that influence the quality of hotels processes the most. Through this, the paper provides a contribution to the existing body of knowledge on the subject and produces important implications for the business practice.

technological innovations ; information system maturity ; hotel's process quality ; clustering techniques ; discriminant analysis

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