Operational or strategic benefits

Benefits from adopting technologies for the hotel's supply chain management

Information and communication technologies (ICTs) have a significant role in contemporary business activities, helping companies to improve quality, efficiency, flexibility and learning capacity, to reduce costs, and finally, to achieve competitive advantage. The aim of this paper is to examine the extent of implementation, as well as the benefits of ICTs used for the hotel supply chain management (SCM). A survey has been conducted involving 40 hotels in Serbia categorized as four- and five-star. The results reveal modest to scanty adoption of SCM-related ICTs among hotels in Serbia. Hotel managers find ICTs they use as very beneficial regarding: (1) more efficient and faster guest attraction, (2) more efficient communication with suppliers, (3) increased speed, (4) increased flexibility, (5) reduced costs and (6) improved guest services. It was also found that the size and affiliation of hotels do not impact the benefits, while the category is positively associated with benefits from using the SCM technologies.

Transforming traditional CRM into social CRM: An empirical investigation in Iraqi healthcare industry

The unprecedented growth of social media usage questions the conventional customer relationship management (CRM). Social CRM strategy is a novel version of CRM empowered by social media technology that offers a new way of managing relationships with customers effectively. The aims of this study are two-fold, examining the important determinants of the successful adoption of the social CRM; and to validate the outcomes on this novel social CRM adoption in the healthcare industry. The proposed adoption model of this study derived with theoretical support from TOE, DOI and ISS theories in IS/IT, social media, and CRM literatures. This undertaking focuses on the use of structural equations modelling, to examine a theoretical social CRM (Social Customer Relationship Management) model involving 17 Iraqi hospitals, and a sample total of 428. The model's principal independent constructs are associated to the viewpoint of top management, IT staff and operational staff, regarding the grounds for social CRM adoption, the operations performed on social CRM, and the themes employed. PLS-SEM was applied for statistical analysis, to evaluate the hypnotized linkages between the variables. The results show that, social CRM adoption has a tremendous impact on healthcare organizations with its perceived benefits. According to the results attained, all constructs have significant impact on social CRM adoption except for leadership knowledge. Consequently, adoption results in remarkable outcomes that gives credence to the intervening performance of social CRM. Following an examination of the model, which included a scrutiny of its pathways, we are of the view that the concerns, past history, and potential let-downs with regards to social CRM adoption, need to be thoroughly investigated. This study is one of the few researches that provide the in-depth knowledge about the constructs impacting CRM transformation and the benefits attained. The results can guide healthcare providers during their efforts to develop effective marketing techniques, and advance the perceived benefits, particularly in the healthcare profession. Moreover, this study contributes to the IS literature by suggesting the empirically extended TOE model which advances the conventional TOE model.

DO EMPLOYEE RESILIENCE, FOCUS ON OPPORTUNITY, AND WORK-RELATED CURIOSITY PREDICT INNOVATIVE WORK BEHAVIOUR? THE MEDIATING ROLE OF CAREER ADAPTABILITY

Scholars suggest that only certain personality traits can easily adapt and react positively to organisational changes and consequently to innovative behaviour. Hence, in this study, we drew upon career construction theory to develop a hypothetical model examining how certain personality traits (i.e., curiosity, focus on opportunity, and resilience) are likely to influence career adaptability and consequently innovative behaviour. To test the model, we used two-wave longitudinal data focusing on 313 frontline employees operating in a random sample of five-star hotels in Dubai. Using Smart-PLS.3, we revealed that employees with a high level of curiosity, focus on opportunity, and resilience tend to increase the likelihood of their career adaptability significantly. In other words, employees with such work-related personality are more likely to adapt to organisational changes and fit different organisational environments. Furthermore, the result of the study found that career adaptability significantly mediated the relationship between these personality traits and innovative behaviour. The findings have significant implications for both theory and practice. They may also be contextual. These implications are discussed.