How the Utilization of Information Technology Affects Customer Satisfaction - Literature review Example

Google tracks users on its pages and other pages.  Facebook tracks users as well as non-users the same as Apple that tracks users through iPhones and iPads.  The world has been computerized where everything involves the use of computers, which ultimately produce data as a natural by-product (Schneier, 2013).  It is now possible for big-data companies to build intimate profiles of individual lives for several sources.  A good example is the possibility of Facebook relating online behavior with an individual’s offline purchasing habits. 

Information technology and Hospitality consumers

According to Nykiel (2001) implications of information technology integration, have been of profound benefit to both customers and services/product providers. Various aspects and incidences are retainable, redesigned, and reconstructed through innovative technology in hospitality organizations (Nyheim and Connolly, 2012). Research by Su (2011) gives positive results on service innovation that is associated with a significant positive impact on customer satisfaction and purchase behaviors. This ultimately leads to expansion in market share and improvement within service performances (Huber et al., 2010). The invention of electronic-tablet devices and their use in the hospitality industry has changed the nature of communication daily. The majority of restaurants within the hospitality industry have adopted electronic-tablet devices within their operations for better service delivery. Studies reveal the elaborate relationship between customer satisfaction and the application of modern technology, for instance of the electronic tablet-menus menu. The impact of new and emerging technologies on IT and its applications is discreetly evident in such devices. Advancement in technology has taken a very sharp dimension and on upper dimension globally. Such technological changes include advancements in hardware and software products such as operations between PDAs and WIFI networks, an increase in the number of mobile telephones having web surfing capabilities as well as new display technologies. These advances further, incorporate software and systems ranging from social network applications and declarative interface languages. Such new technologies have profound effects on modes of communication, content creation as well as government policies.

            To maintain competitiveness Nyheim and Connolly (2012) suggest information suggesting as a strategic asset for improvement of services and products within the hospitality industry. The current marketplace is under the heavy influence of technological inventions, which calls for the hospitality industry to proactively address its technological shortcomings for purposes of maintaining relevance (Wang and Qualls, 2007).