Mandatory system usage behaviour: a case study in Australian resorts

Leo Y.L. Kwong, Susan Foster, Victoria Peel

Research output: Chapter in Book/Report/Conference proceedingChapter (Book)Researchpeer-review


Hotel Information System (HIS) usage is increasingly becoming mandatory for hotel and resort employees. However, there is limited research attention directed to examine mandatory system usage in the hospitality literature. This study adopts a multiple case study design to explore the usage behaviours exhibited by frontline employees when interacting with HIS mandated by a large resort operating in Australia. The study findings suggest that HIS users frequently perform a wide range of usage patterns to overcome the encountered workflow blocks. Various reasons were noted for users carrying out the diverse system practice. Recommendations in overcoming the challenges in managing mandatory system usage behaviour in the hotel and resort industry will be discussed. This study further outlines research directions guiding future studies to investigate the complexity of mandatory system usage within the hospitality context.

Original languageEnglish
Title of host publicationCase Based Research in Tourism, Travel, Hospitality and Events
EditorsMarianna Sigala, Anastasia Yeark, Rajka Presbury, Marcela Fang, Karen A. Smith
Place of PublicationSingapore Singapore
Number of pages18
ISBN (Electronic)9789811646713
ISBN (Print)9789811646706
Publication statusPublished - 2022


  • Hotel Information System (HIS)
  • Hotels and resorts
  • Mandatory system usage
  • User requirements
  • Workflow blocks

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