The management of technological innovation in the hotel industry: a critical literature review.

Abstract

This paper takes the form of a critical review of literature on technological innovation in the hotel industry. It aims to develop fuller understanding of the nature of the managerial capabilities which underpin effective implementation and development of technological innovation in the industry context. The review undertaken has been informed by key national and international tourism and enterprise development strategy documents (The Bacon Report, 2009; The National Development Plan, 2007; Failte Ireland, 2005; Tourism Policy Review Group, 2003). Collectively, these reports show that existing CRM capability knowledge is substantially inadequate, leading to a negative impact on business performance and a short-fall in the availability of appropriately crafted solutions to meet the industry’s future challenges. This study’s focus is on the customer-relating capability of key stakeholders which has been identified in the literature as a key business success driver (Day, 2003)