Impact of Information Technology on Customer Experience in Hotel Industry

RESEARCH
METHODS FOR
BUSINESS/Project 2

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK...............................................................................................................................................2
Expected outcomes from proposed investigation...................................................................2
Contribution highlighting significance of this study..............................................................4
REFERENCES................................................................................................................................5

INTRODUCTION
The proposed investigation would focus on impact of information technology on
enhancing customer experience in hotel industry. The present study has drawn the investigation
idea by focus on the Rosewood London. Background of this investigation is based on
information technology that help in increasing the experience of customers. It has been stated
that impact of the technology on customer experience is complex to be ignore. The digital
innovations make this easier for customers to find the services and products from businesses.
The information technology has played necessary role in hospitality sector. It has in minimize
the cost, improve services, enhance the operational efficiency and provide the better experience
to customers. The business and consumers both can be benefit from communications, guest
services and also reservations (Bolton and et. al., 2018). The impact of technology can be seen
on the front desk where the property management has been quickened over years. With the help
of using technology, people can make room bookings in advanced easily.
This study aimed at identify the enhancing of technology on enhancing the satisfaction of
the customers. It has the different objectives related to the information technology on improving
customer experience. The first objective is related to understand the concept and use of IT
technology in enhancing the customers experience within the Hotel industry. Secondly, this
would determine the new technology trends that can be used by the industry to improve
customers experience. At last, issues faced by companies within the Hospitality industry from
the Information technology has been carried out effectively.
The rationale behind conducting the present investigation is to determine the impact of
using informational technology on experience of the customers within hospitality sector. There
have been subsequent analyses conducted. In this study have been examined about the role of
internet technology and also their importance in managing the customer experience. The main
focus of conducting the present investigation is to determine the needs to use the information
technology by hospitality sector that helps in provide the experience to clients (Kandampully,
Zhang and Jaakkola, 2018).