Mobile Technology: An Exploratory Study of Hotel Managers

Jungsun (Sunny) Kim, Daniel J. Connolly, Shane Blum

Research output: Contribution to journalArticlepeer-review

19 Scopus citations


Hospitality businesses provide a natural context for mobile technology, especially given the dynamic nature of the business, the size and complexity of many hotel operations, and the need to have managers visible and overseeing multiple areas of the business (and sometimes, multiple properties) concurrently. To explore the potential for mobile technology in hospitality business contexts, we surveyed 70 full-service hotel property managers. The survey was based upon two theoretical frameworks: technology adoption model and innovation diffusion theory. Specifically, this study addressed (a) hotel property managers’ intentions to use mobile technology at work, (b) factors influencing their intentions, (c) their suggestions for implementing mobile applications in different departments, and (d) demographic characteristics of those who are inclined to adopt certain types of mobile applications. This study identified the top opportunities for mobile applications and found adoption differences based upon the respondents’ demographics as well as the factors of perceived enjoyment and relative advantages as significant determinants of hotel property managers’ intentions to use mobile technology. This study concludes with recommendations for industry practitioners and suggestions for future research opportunities related to mobile technology adoption and usage in hospitality.

Original languageEnglish
Pages (from-to)417-446
Number of pages30
JournalInternational Journal of Hospitality and Tourism Administration
Issue number4
StatePublished - Oct 2 2014


  • hotel information and communications technologies (ICT)
  • innovation diffusion theory (IDT)
  • mobile applications
  • mobile technology
  • technology acceptance model (TAM)


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