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An Integrated Theoretical Model of Information Systems Success/Technology Adoption for Systems Used by Employees in the 4 And 5-Star Full-Service Hotel Sector in the UK

Georgiadis, Efstathios (2019) An Integrated Theoretical Model of Information Systems Success/Technology Adoption for Systems Used by Employees in the 4 And 5-Star Full-Service Hotel Sector in the UK. Doctoral thesis (PhD), Manchester Metropolitan University.

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Abstract

This study aspires to combine several components of extant theoretical frameworks of Information Systems (IS) evaluation and develop a new mechanism/model, the Integrated IS Success/Technology Adoption Model, which can be applied in the context of the 4 and 5-star UK hotel industry. It is hoped that this new model can reliably measure the IS Success and technology adoption of the technological innovations used by hotel employees. Current research tends to concentrate on general emerging IS trends such as Information Communication Technologies (ICTs), including mobile and virtual reality applications. Even though there is abundant research on Information Systems used by hotel customers, the numbers of available published material seem to diminish when it comes to IS evaluation from the viewpoint of hotel employees. To complicate matters even further, most hotel employee-related studies originate from the USA or Southeast Asia. Aiming to combat this distinct shortage in academic papers, the present thesis recognises the evident research gap and seeks to fill it by presenting a study that is pertinent to the realities of hotel employees working in 4 and 5-star fullservice hotels in the UK. A major difference between a customer/guest use of IS and an employee use is that the former does not have to use a hotel’s systems; however, this is not the same with employees, for whom daily system use is compulsory as part of their jobs. Therefore, different metrics apply for each subset. iii The secondary research makes every effort to showcase a comprehensive account of IS evaluation approaches, starting from general strategies and frameworks to the breakdown of specialised IS success and technology adoption models and their dimensions. The primary research incorporates 28 (two sets of 14) interviews with hotel department managers in order to corroborate existing or identify new IS evaluation dimensions and subthemes. The interview analysis produces two previously unexploited by the literature themes that have a major impact on System Quality, one of the central dimensions of IS Success. The key contribution of the current study is the Integrated IS Success/Technology Adoption Model, developed through corroborating the interview findings with the literature review outcomes. The Model is based on two prominent IS evaluation models, the IS Success Model (DeLone and McLean, 1992) and the Technology Acceptance Model (Davis, 1989). The originality of the Model springs from the fusion of these two frameworks, but also from the modifications added. For example, the proposed model features Social Norms, a dimension that permeates the Theory of Actioned Reason (Fishbein and Ajzen, 1975). Other additions include the use of IT training, senior management support, and facilitating conditions as external variables. Future research efforts could perhaps concentrate on testing and validating the proposed research model by use of quantitative methods in the form of a research questionnaire that would obtain the opinions of hotel line employees about the systems they work with on a daily basis.

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