Melián-González, Santiago; Bulchand-Gidumal, Jacques - In: International Journal of Contemporary Hospitality Management 29 (2017) 8, pp. 2159-2177
Purpose The aim of this paper is to analyze the role of information technology (IT) in the performance of front office … performance of front office workers, who rely on IT to get their job done. On the other hand, in service encounters, the value of … front office employees with IT is so high that some of the receptionists could be substituted by IT in the near future …