The Effects of Technological Innovations and Business Processes on Stakeholder Experiences in the South African Hotel Sector
DOI:
https://doi.org/10.51137/wrp.ijarbm.699Keywords:
Technological Innovations, Business Process, Stakeholder Experiences, Hotel Sector, South AfricaAbstract
The hospitality sector is a major contributor to the economy across the globe and the speed of technological innovations in this sector displays no signs of slowing down. South Africa’s hotel sector is well-positioned to grow in an increasing digital terrain. However, despite significant investments in information technology (IT) innovations and supporting business processes, many hotels and resorts find it difficult to conduct a comprehensive assessment of how their investments in IT innovations as well as business processes affect both their employees and guest experiences. This creates a significant gap in understanding the combined effects of current IT innovations and business processes on these hotel stakeholders’ experiences. Although numerous reviews have examined IT innovations’ role in South African hotels and internationally, there is still a lack of systematic understanding of how IT innovations and supporting business processes simultaneously enhance the experiences of hoteliers and guests, particularly in South Africa (SA). Previous studies have placed a strong emphasis on either one of these two stakeholder groups, which limits the ability to obtain a comprehensive overview of the effects of current IT innovations and business processes in the hotel sector. This paper aims to provide a structured protocol for a systematic scoping review that examines the effects of IT innovations and supporting business processes on stakeholder experiences within the hotel industry, with a specific focus on SA. Relevant studies will be identified from Scopus, Web of Science, ScienceDirect, EBSCOhost, and Google Scholar databases. Eligible studies will include review articles published between 2015 – 2025. Drawing on the theoretical lenses of the Technology-Organisation-Environment (TOE) framework and Service-Dominant Logic (SDL), the findings will be analysed using quantitative summaries and qualitative thematic analysis. The results will be presented narratively and visually to illustrate trends, gaps, and implications. The review will integrate existing literature on the effects of IT innovations and business processes on hoteliers and guests’ experiences at selected hotels in SA and identify current technologies, opportunities, barriers, challenges, and gaps in current knowledge. The findings are expected to inform policymakers, researchers, and programme implementers in designing and enhancing context-specific technologies and supporting business processes in the hotel sector in SA. The output of the scoping review is intended to be presented at relevant conferences and published in a peer-reviewed journal. The originality of the review is on its exclusive focus on business processes and latest IT innovations’ effects on both hoteliers and guests’ experiences in South African hotels.
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