These hotel organizations recognize that advanced technology in the form of information systems, for example, help improve the efficiency of the entire processes in the organization by improving cost control, by helping the management devise more effective and efficient marketing strategies as well as bringing about new opportunities of these organizations (Law and Jogaratnam, 2005; Piccoli, 2008). ... It is observed that an increasing number of hotels are starting to implement steps to achieve the highest possible level of customer satisfaction (Lovelock and Wirtz, 2011). These hotels are tak...

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