ABSTRACT
Technological development is contended to drastically modify the nature of the hospitality organization’s distribution channels subsequently redrawing the nature of the organization– customer interaction and, moreover, reshaping the nature of the organization’s connections with competitors. In the private sector, labor costs are assumed to decrease when tasks that are presently performed by human labor are “off-loaded” to nonhuman working devices. New technology innovation, new policies, new operations methods, and new organizational structure may be faced by some types of resistance; resistance to change has been recognized as one of the important factors that can influence the success of the business. In general, new technology has enabled service organizations to improve their performance through the gathering of customer information at different and novel customer contact points. The travel and tourism industry is one of the most significant users of internet technology, which has become one of the most important communication tools for travelers as well as travel and tourism enterprises.
