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Journal of Hospitality & Tourism Research
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Introduction

Information Technology: Management Effectiveness and Guest Services

Joseph F. Durocher

University of New Hampshire

Neil B. Niman

University of New Hampshire

This article investigates the prospects for improvements in management effectiveness given the rapidly changing developments in new information technolo gies. One of the principal problems facing managers in the future will be how to ensure service quality with fewer managers. The view offered here is that information technology, despite large reductions in the number of managers, can lead to the creation of new types of organizational structures that will, in turn, lead to more effective management while still ensuring service quality.

Key Words: Key Words: information technology • service quality • networks • organizational structure • multiunit service organizations • decision-making.

Journal of Hospitality & Tourism Research, Vol. 17, No. 1, 121-131 (1993)
DOI: 10.1177/109634809301700111
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