Digital Transformation in the Hospitality Industry in an Emerging Country

Abstract

Emerging technologies have an undeniably significant impact on the hospitality industry. Hotel owners and general managers face many challenges to compete in an ever-increasingly competitive market. Many hotels are quick to adopt some of the emerging technologies to maximize brand visibility, gain operational efficiencies, and enhance customer experiences. The digital transformation is well underway. Hotels need to keep up with technological changes; otherwise, they are taking risks being left behind. This chapter encompasses the digital transformation of the hospitality industry to examine the impact of it on operational competence and organizational performance in an emerging country like Taiwan. Five case studies are used in this chapter. In-depth interviews with the executives of the leading hotels in Taiwan are a source of rich information and reflect the gradual transformation of technology in the hotel industry of Taiwan.