Title: Customer interfaces in the accommodation industry – enhancing and constraining factors of IT adoption

Authors: Christine Mathies

Addresses: School of Marketing, Australian School of Business, University of New South Wales, High St., Sydney NSW 2052, Australia

Abstract: The results of a partial least square (PLS) analysis show three key factors affecting IT adoption. These are the individual characteristics of the owner-manager, in particular his/her innovativeness and IT knowledge; environmental factors such as competitive pressures; and firm characteristics, especially size and limited financial resources.

Keywords: IT adoption; information technology; technology adoption model; TAM; customer interfaces; service interfaces; accommodation industry; adoption determinants; small and medium-sized enterprises; SMEs; partial least squares; PLS; owner-managers; innovativeness; IT knowledge; competitive pressures; firm size; financial resources; innovation; small and medium-sized hotels; tourism; Alpine destinations; tourist destinations; Austria; Germany.

DOI: 10.1504/IJSTM.2010.034332

International Journal of Services Technology and Management, 2010 Vol.14 No.2/3, pp.259 - 277

Published online: 01 Aug 2010 *

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