摘要：The adoption of new technologies and information management continuously provide opportunities for differentiation within the service industry in general and the hotel context in particular. Advancements in Information and Communication Technology (ICT) have positively contributed to the hospitality industry. Moreover, the supply of information about customers is an inevitable practice for service customization and encouragement of customer loyalty. The purpose of this study is to explore the implementation of new technologies and information management in the hotel context from both manager and consumer perspectives. It aims to observe whether there are differences in their use and perception between upscale hotels in Italy and Croatia.
关键词：Information and Communication Technology (ICT); information management; customer loyalty; upscale hotels; Italy; Croatia
