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BENCHMARKING HOTEL OPERATIONS ON THE INTERNET: A DATA ENVELOPMENT ANALYSIS APPROACH

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The purpose of this article is to present the applicability of Data Envelopment Analysis in an interactive benchmarking system. The decision support system that is used for this experimental study is accessible on the World Wide Web and based on data obtained from Austrian small and medium-sized hotel enterprises. The system was developed with financial support of the Austrian Chamber of Commerce and is operated by the Austrian Society for Applied Research in Tourism (ASART) at the Vienna University of Economics. It enables Austrian entrepreneurs as well as consultancy companies specializing in tourism to compare the performance of hotel and restaurant enterprises with others of a similar nature. In the present article the author gives a comprehensive description of the conceptual approach, the technical realization, and experiences and implications with the prototype version of the system.
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Keywords: Benchmarking; Data envelopment analysis; Decision support systems; Hospitality management; Internet; Small and medium enterprises (SMEs)

Document Type: Research Article

Publication date: January 1, 2000

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  • Information Technology & Tourism is the first scientific journal dealing with the exciting relationship between information technology and tourism. Information and communication systems embedded in a global net have profound influence on the tourism and travel industry. Reservation systems, distributed multimedia systems, highly mobile working places, electronic markets, and the dominant position of tourism applications in the Internet are noticeable results of this development. And the tourism industry poses several challenges to the IT field and its methodologies.
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