Mobile technology adoption among hotels: Managerial issues and opportunities

Abstract

Mobile technology in hotels aims to offer innovative service solutions for both employees and customers, yet remains underexplored, with unresolved managerial and operational issues. This study seeks to identify these issues through thematic analysis of focus group interviews with luxury hotel managers and executives. Eighteen managerial issues emerged, culminating in a mobile technology management framework comprising six themes: strategic goals, customer management, operations management, process design, provider management, and infrastructure management. This framework offers guidelines for effectively adopting and implementing mobile technologies in hotels, with implications discussed and future research avenues suggested.