Exploring the Digital Divide Issues Affecting Hotel Frontliners.

  • Kasim A
  • Dzakiria H
  • Scarlat C
ISSN: 1855931X
N/ACitations
Citations of this article
17Readers
Mendeley users who have this article in their library.

Abstract

In tourism and hospitality industry, many cases demonstrate that future direction and competitive advantage of the organization does not really depend on organization size, but on the innovativeness of its ICT, supported by highly competent human resource i.e. those willing to adopt and take leverage on the needed technology. In the case of hotels, ICT competency and attitude of frontliners is crucial as they have to deal directly with customers. Guided by the Theory of Planned Behavior, this study focuses on the gap of ICT access, attitude, utilization and literacy of ICT particularly among frontliners of a service industry - specifically, in different hotel grades in Penang, Malaysia. The findings indicate significant differences between workers of different hotel grade in terms of ICT access, utilization, attitude and literacy. The report concludes by providing several implications of the findings and suggestion for future research. [ABSTRACT FROM AUTHOR]

Cite

CITATION STYLE

APA

Kasim, A., Dzakiria, H., & Scarlat, C. (2013). Exploring the Digital Divide Issues Affecting Hotel Frontliners. Advances in Business-Related Scientific Research Journal, 4(2), 165–176. Retrieved from http://search.ebscohost.com/login.aspx?direct=true&db=buh&AN=93701541&site=ehost-live

Register to see more suggestions

Mendeley helps you to discover research relevant for your work.

Already have an account?

Save time finding and organizing research with Mendeley

Sign up for free