Software as a Service: An effective platform to deliver holistic Hotel Performance Management systems

Authors

  • Nuno Antonio ESGHT/UAlg
  • Francisco Serra ESGHT/UAlg

Abstract

This study main objective was to assess the viability of development of a Performance Management (PM) system, delivered in the form of Software as a Service (SaaS), specific for the hospitality industry and to evaluate the benefits of its use. Software deployed in the cloud, delivered and licensed as a service, is becoming increasingly common and accepted in a business context. Although, Business Intelligence (BI) solutions are not usually distributed in the SaaS model, there are some examples that this is changing. To achieve the study objective, design science research methodology was employed in the development of a prototype. This prototype was deployed in four hotels and its results evaluated. Evaluation of the prototype was focused both on the system technical characteristics and business benefits. Results shown that hotels were very satisfied with the system and that building a prototype and making it available in the form of SaaS is a good solution to assess BI systems contribution to improve management performance.

References

Abdelfattah, M. (2013). A comparison of several performance dashboards architectures. Intelligent Information Management, 05(02), 35–41. http://doi.org/10.4236/iim.2013.52005

Abildgaard, T., Bell, T., & Poulsen, D. (2009, May 29). Combining Design Science and Agile tools. Retrieved February 16, 2014, from http://vbn.aau.dk/ws/files/61074999/1243579599.pdf

Anderson, C. K. (2012). The impact of social media on lodging performance. Cornell Hospitality Report, 12(15), 4–11.

Battersby, D. (2006). Importance of benchmarking. Caterer & Hotelkeeper, 196(4449), 18.

Callarisa, L., García, J. S., Cardiff, J., & Roshchina, A. (2012). Harnessing social media platforms to measure customer-based hotel brand equity. Tourism Management Perspectives, 4, 73–79. http://doi.org/10.1016/j.tmp.2012.04.005

Chen, C.-C., & Schwartz, Z. (2013). On revenue management and last minute booking dynamics. International Journal of Contemporary Hospitality Management, 25(1), 7–22. http://doi.org/10.1108/09596111311290192

Chiang, W.-C., Chen, J. C. H., & Xu, X. (2007). An overview of research on revenue management: current issues and future research. Internanational Journal Revenue Management, 1(1), 97–128.

Cleven, A., Gubler, P., & Hüner, K. M. (2009). Design alternatives for the evaluation of Design Science research artifacts. In Proceedings of the 4th International Conference on Design Science Research in Information Systems and Technology (pp. 19:1–19:8). New York, NY, USA: ACM. http://doi.org/10.1145/1555619.1555645

Cokins, G. (2009). Performance management: Integrating strategy execution, methodologies, risk, and analytics. Hoboken, NJ, USA: John Wiley & Sons, Inc.

Danubianu, M., & Hapenciuc, V. C. (2008). Improving Customer Relationship Management In hotel industry by Data Mining techniques. Annals of the University of Craiova, Economic Sciences Series, 7(36), 3261–3268.

Davenport, T. H., & Harris, J. G. (2007). Competing on analytics: The new science of winning. Boston, MA, USA: Harvard Business School Press.

Dover, C. (2004). How dashboards can change your culture. Strategic Finance, 86(4), 43–48.

Eckerson, W. W. (2011). Performance dashboards measuring, monitoring, and managing your business (second ed.). Hoboken, NJ, USA: John Wiley & Sons, Inc.

Enz, C. A., & Canina, L. (2010). Competitive pricing in European hotels. In J. S. Chen (Ed.), Advances in Hospitality and Leisure (Vol. 6, pp. 3–25). Emerald Group Publishing Limited.

Few, S. (2006). Information dashboard design. Sebastopol, CA, USA: O’Reilly.

Folan, P., & Browne, J. (2005). A review of performance measurement: Towards performance management. Computers in Industry, 56(7), 663–680. http://doi.org/10.1016/j.compind.2005.03.001

Garrow, L., & Ferguson, M. (2008). Revenue management and the analytics explosion: Perspectives from industry experts. Journal of Revenue and Pricing Management, 7(2), 219–229.

Hayes, D. K., & Miller, A. A. (2011). Revenue management for the hospitality industry. Hoboken, NJ, USA: John Wiley & Sons, Inc.

Hevner, A. R., March, S. T., Park, J., & Ram, S. (2004). Design science in information systems research. MIS Quarterly, 28(1), 75–105.

Howson, C. (2007). Successful business intelligence: Secrets to making Bl a killer app. New York, NY, USA: McGraw-Hill Osborne Media.

Kaplan, R. S., & Norton, D. P. (1992). The balanced scorecard - Measures that drive performance. Harvard Business Review, (January-February), 70–79.

Kautz, K. (2011). Investigating the design process: participatory design in agile software development. Information Technology & People, 24(3), 217–235. http://doi.org/10.1108/09593841111158356

Kimes, S. E. (2010). The future of hotel revenue management. Cornell Hospitality Reports, 10(14). Retrieved from https://www.hotelschool.cornell.edu/chr/pdf/showpdf/1535/chr/research/kimesrmfuture.pdf

Korte, D., Ariyachandra, T., & Frolick, M. (2013). Business intelligence in the hospitality industry. International Journal of Innovation, Management and Technology, 4(4), 429–434. http://doi.org/10.7763/IJIMT.2013.V4.435

Kozak, M., & Nield, K. (2001). An overview of Benchmarking literature: Its strengths and weaknesses. Journal of Quality Assurance in Hospitality & Tourism, 2(3-4), 7–23. http://doi.org/10.1300/J162v02n03_02

Lebas, M. J. (1995). Performance measurement and performance management. International Journal of Production Economics, 41(1–3), 23–35. http://doi.org/10.1016/0925-5273(95)00081-X

Lorence, M. J. (2010, March 15). Using dashboards to revolutionize your performance management system. Balanced Scorecard Report, 12(2). Retrieved from http://hbr.org/product/using-dashboards-to-revolutionize-your-performance/an/B1003C-PDF-ENG

Mehrotra, R., & Ruttley, J. (2006). Revenue management (second ed.). Washington, DC, USA: American Hotel & Lodging Association (AHLA).

Neumann, B. R., & Cauvin, E. (2008). Financial and nonfinancial performance measures. Cost Management, 22(November/December), 5–14.

Ö?üt, H., & Onur Ta?, B. K. (2011). The influence of internet customer reviews on the online sales and prices in hotel industry. The Service Industries Journal, 32(2), 197–214. http://doi.org/10.1080/02642069.2010.529436

Paulk, M. C. (2002, October). Agile methodologies and process discipline. CROSSTALK The Journal of Defense Software Engineering, 15–18.

Peffers, K., Tuunanen, T., Rothenberger, M. A., & Chartterjee, S. (2007). A Design Science research methodology for Information Systems research. Journal of Management Information Systems, 24(3), 45–78. http://doi.org/10.2753/MIS0742-1222240302

Piccoli, G., Carroll, B., & Hall, L. (2011). Network exploitation capability: Mapping the electronic maturity of hospitality enterprises. Cornell Hospitality Report, 11(18). Retrieved from https://www.hotelschool.cornell.edu/chr/pdf/showpdf/1473/chr/research/piccolicarroll.pdf

Pyo, S. (2001). Benchmarks in hospitality and tourism. Binghamton, NY, USA: Haworth Hospitality Press.

Rimal, B. P., Choi, E., & Lumb, I. (2009). A Taxonomy and survey of cloud computing systems. In Fifth International Joint Conference on INC, IMS and IDC, 2009. NCM ’09 (pp. 44–51). Seoul, Korea: IEEE. http://doi.org/10.1109/NCM.2009.218

Sainaghi, R. (2010). Hotel performance: state of the art. International Journal of Contemporary Hospitality Management, 22(7), 920–952. http://doi.org/10.1108/09596111011066617

Schultz, G. J. (2004). Enterprise performance management: Strategic decision analytics from deep data. Information Strategy: The Executive’s Journal, 20(3), 14–24.

Serra, F. (2013). Estratégias de negócio: Os conceitos de yield e de revenue management e a sua aplicação às operações hoteleiras. In C. Henriques, I. Monteiro, F. Serra, J. Santos, & P. Águas (Eds.), Inovação e Qualidade na Hotelaria (pp. 161–172). Faro, Portugal: Universidade do Algarve, Escola Superior de Gestão, Hotelaria e Turismo.

Sharp, H., Rogers, Y., & Preece, J. (2009). Interaction Design: Beyond Human - Computer Interaction (second ed.) (2nd edition). Chichester, West Sussex, U.K: John Wiley & Sons Ltd.

Sparks, B. A., & Browning, V. (2011). The impact of online reviews on hotel booking intentions and perception of trust. Tourism Management, 32(6), 1310–1323. http://doi.org/10.1016/j.tourman.2010.12.011

Svobodova, L. (1984). Resilient distributed computing. IEEE Transactions on Software Engineering, SE-10(3), 257–268. http://doi.org/10.1109/TSE.1984.5010234

van Aken, J. E. (2004). Management research based on the paradigm of the design sciences: the quest for field-tested and grounded technological rules. Journal of Management Studies, 41(2), 219–246. http://doi.org/10.1111/j.1467-6486.2004.00430.x

van Aken, J. E. (2005). Management sesearch as a Design Science: Articulating the research products of Mode 2 knowledge production in management. British Journal of Management, 16(1), 19–36. http://doi.org/10.1111/j.1467-8551.2005.00437.x

Yasin, M. M., & Gomes, C. F. (2010). Performance management in service operational settings: a selective literature examination. Benchmarking: An International Journal, 17(2), 214–231.

Yigitbasioglu, O. M., & Velcu, O. (2012). A review of dashboards in performance management: Implications for design and research. International Journal of Accounting Information Systems, 13(1), 41–59. http://doi.org/10.1016/j.accinf.2011.08.002

Zheng, G. (2009). A Multidimensional and Visual Exploration Approach to Project Portfolio Management. Georgia State University, Georgia, USA. Retrieved from http://scholarworks.gsu.edu/cis_diss/12/

Downloads

Published

28.02.2018

Issue

Section

Tourism/Hospitality: Research Papers

How to Cite

Software as a Service: An effective platform to deliver holistic Hotel Performance Management systems. (2018). Tourism & Management Studies, 14(1), 25-35. https://www.tmstudies.net/index.php/ectms/article/view/1001