— The hospitality industry is one that has been driven by customer loyalty. Many customers pick their hotel of choice and will stay with that same hotel because of the experiences, service, and even the price. Customers have recently been rewarded through hotel, credit card, and airline points that help drive and maintain this loyalty. Utilizing data to their advantage, the hotel industry has been actively exploring and implementing business intelligence. While many see IT systems as a foundation utility that can be easily imitated, business intelligence can act as a driver to maintain sustained competitive advantage over competitors in the hospitality industry. It can serve means of preserving existing customer loyalty while facing competitive pressures. This paper discusses the importance of BI to the hospitality industry, indicates how BI can serve as a barrier to competitive pressures and discusses future capabilities harnessed through BI that are not yet main stream but are expected to transform the industry.
— Business intelligence, hotel industry, sustained competitive advantage, business analytics the industry.
Thilini Ariyachandra is with Xavier University, USA (e-mail: firstname.lastname@example.org).
Cite: Diane Korte, Thilini Ariyachandra, and Mark Frolick, " Business Intelligence in the Hospitality Industry," International Journal of Innovation, Management and Technology vol. 4, no. 4, pp. 429-434, 2013.