Effects of interaction between information technology (IT) and a Singapore hotel : a case study

Abstract

Information Technology (IT) adopted in an organisation is influenced by various organisational and social factors. In turn, the organisation design is affected by the implementation of IT. This project aims to study the effects of interaction between IT and the organisation and identify the consequences that arise. This has been done through a case study of a leading hotel in Singapore. The primary focus of the case study is on the Reservation/Billing system of the hotel. The socio-technical issues of IT has been analysed using the theoretical framework proposed by Robey and Orlikowski. Part of the analysis focuses on how the organisation and social system shape and influence the use of IT. The impact of IT on the organisation is then examined. It is found that the development, operation and maintenance of IT is determined by human, who in turn are influenced by their social environment. Conversely, the use of IT changes job tasks and has impact on the organisation structure, staff training, level of service/hospitality and organisation policy. These findings demonstrate the dual effect of interaction between IT and the organisation as proposed in the theoretical model.