Motivators and Inhibitors to IT Infusion in Tourism SMEs

Conference paper


In the busy operational environment of Small-to-Medium enterprises (SMEs), the challenge for owners is to achieve a balance between “working in the business” and “working on the business”. Often SME’s invest in Information Technology (IT) to achieve operational efficiencies and facilitate development of new business initiatives without really planning for the required new structures and processes. This paper reports on the IT experiences of 158 firms in one tourism sector in one Australian state. Results suggest a need to understand mediating factors like organizational context, the role of key personnel, and human attitudes and behaviours as they relate to successful IT infusion.


Information Technology Business Process Small Business Customer Service Manage Business Process 


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© Springer-Verlag Berlin Heidelberg 2010

Authors and Affiliations

  1. 1.Department of Accounting and FinanceMonash UniversityVictoriaAustralia

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