Low productivity within service industries has been a major concern, but this situation is unlikely to improve without a general change in the way productivity is measured and managed. This paper aims to illustrate the value of stepwise data envelopment analysis (DEA) for measuring and...

Reviews the development of approaches to reservations management in the hotel industry alongside models of the stages of development in information technology (IT). Suggests that strategic success and operational implementation have been built on the prevailing IT “era”. Explores the future...