NEW TECHNOLOGIES AND INFORMATION MANAGEMENT IN THE HOSPITALITY INDUSTRY: ANALYSIS BETWEEN UPSCALE HOTELS IN ITALY AND CROATIA

Uvođenje novih tehnologija i upravljanje informacijama neprestano pružaju priliku za diferencijaciju unutar uslužnog sektora, a posebice u hotelijerstvu. Napredak informacijsko komunikacijske tehnologije (ICT) dao je pozitivan doprinos ugostiteljstvu. Oblikovanje usluga i jačanje lojalnosti klijenata uvelike ovise o dostupnosti podataka o njima. Stoga je svrha ovog istraživanja ispitati primjenu novih tehnologija i upravljanja podacima u hotelijerstvu iz perspektive menadžera i korisnika usluga. Cilj rada je utvrditi postoje li razlike u njihovoj uporabi i percepciji između visokokategoriziranih hotela u Italiji i Hrvatskoj.The adoption of new technologies and information management continuously provide opportunities for differentiation within the service industry in general and the hotel context in particular. Advancements in Information and Communication Technology (ICT) have positively contributed to the hospitality industry. Moreover, the supply of information about customers is an inevitable practice for service customization and encouragement of customer loyalty. The purpose of this study is to explore the implementation of new technologies and information management in the hotel context from both manager and consumer perspectives. It aims to observe whether there are differences in their use and perception between upscale hotels in Italy and Croatia