Mapping information systems maturity: the case of the Portuguese hospitality industry

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Hospitality is a highly competitive market that struggles to improve its performance. Today, the use of technology is a critical factor for more efficient performance. To understand the perception that decision-makers have of information systems’ influence and importance in their organizations, we conduct a case study in Portugal. The objective was to assess information systems' maturity level of independent hotels and small hotel chains, mapping the level to the hotel's characteristics. We surveyed 86 companies, representing a total of 195 hotels.
We designed the survey to evaluate the adoption of information systems and the perception decision-makers had of those systems' importance accordingly to the Network Exploitation Capability (NEC) model (Piccoli et al., 2011), with results of 2.7 on a scale of 1 to 5, differing by hotel characteristics. Generally, hoteliers consider that their companies take more advantage of technology and information systems than they do. In addition, this study explores the types of systems used and hoteliers' main factors, drivers, and limitations to invest in technology and influencing information systems' maturity.

Original languageEnglish
Pages (from-to)7-21
Number of pages15
JournalTourism & Management Studies
Issue number4
Publication statusPublished - 31 Oct 2021


  • Hotel information systems
  • Information systems maturity
  • Network exploitation capability
  • Hotel software
  • Hotels' performance and competitiveness


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