Literature Review: Technology's Effect On Hotels And Restaurants

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5. Literature Survey
According to an article “Technology’s Effect on Hotels and Restaurants: Building a Strategic Competitive Advantage”, Kountromanis who is the author highlighted that internet is being used by majority of the world’s population therefore information posted on the web regarding the business service provided by an organization is significant. Not only that, any organization can gain competitive advantage by structuring into a customer-centered focus organization allowing the companies to know their own strengths and make further improvement to their weaknesses. In addition, companies will be able to extract information regarding customers with the help of network sites such as LinkedIn, Facebook, Twitter, Instagram and Snapchat.
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An efficient system will increase the level of satisfaction of customers therefore the restaurant will be rewarded with customers’ loyalty.
Online ordering system not only bring benefits to customers but then also to the restaurants. Efficiency of labors will increase because labors that were previously in charge of taking orders through phone calls can now be instructed with another job task since the system can be done by customers and also there will be advanced notice of orders ensuring the restaurants have sufficient time to prepare.

Another impact that Technology has in restaurant is the implementation of Customer Relationship Management (CRM) system.

According to a web article by Revel Systems with the title “How Restaurants Can Benefit from CRM” stated that 51% of North American companies have adopted CRM system. A CRM system has multiple functions such as managing contacts such as the personal information of customers. The necessary data then will be used to create a customized and personalized for potential customer experience. Since CRM system is often cloud based therefore it’s convenient for employees to share information and also track team performance. The author also mentioned specifically the benefits CRM system brings to restaurants. The system allows the business to keep track of the customers’ favorite foods, drinks and tables plus their contact information. Through all these availability of customer's’ information, the restaurants can

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