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Exploring the digital divide issues affecting hotel frontliners

Kasim, Azilah and Dzakiria, Hisham and Scarlat, Cezar (2013) Exploring the digital divide issues affecting hotel frontliners. Advances in Business-Related Scientific Research Journal, 4 (2). pp. 165-176. ISSN 1855-931X

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In tourism and hospitality industry, many cases demonstrate that future direction and competitive advantage of the organization does not really depend on organization size, but on the innovativeness of its ICT, supported by highly competent human resource i.e. those willing to adopt and take leverage on the needed technology. In the case of hotels, ICT competency and attitude of frontliners is crucial as they have to deal directly with customers.Guided by the Theory of Planned Behavior, this study focuses on the gap of ICT access, attitude, utilization and literacy of ICT particularly among frontliners of a service industry - specifically, in different hotel grades in Penang, Malaysia. The findings indicate significant differences between workers of different hotel grade in terms of ICT access, utilization, attitude and literacy.The report concludes by providing several implications of the findings and suggestion for future research.

Item Type: Article
Uncontrolled Keywords: tourism industry, hotel frontliners, ICT (Information & Communication Technology), digital divide, Penang
Subjects: G Geography. Anthropology. Recreation > GV Recreation Leisure
T Technology > T Technology (General)
Divisions: School of Tourism, Hospitality & Environmental Management
Depositing User: Prof. Dr. Azilah Kasim
Date Deposited: 15 Nov 2016 04:37
Last Modified: 15 Nov 2016 04:37
URI: http://repo.uum.edu.my/id/eprint/19547

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