The internet of things : developing a sustainable competitive advantage in the hotel industry

Detalhes bibliográficos
Autor(a) principal: Guerra, Diogo André Gomes
Data de Publicação: 2012
Tipo de documento: Dissertação
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10400.14/9757
Resumo: The Internet of Things (IoT) is a technology that allows objects to be connected to the internet, enabling them with communication capabilities (with other objects and with people). By 2020 there will be over 50 billion things/objects connected to the internet, meaning this technology will completely revolutionize the world as we know it. This dissertation´s goal, is to analyze the strategic potential of the IoT in the hotel industry. In this view, the research problem this dissertation faces is to ascertain if a hotel may create value through the IoT, and if that value creation may lead to the development of a sustainable competitive advantage. In order to achieve this dissertation´s goal, a set of IoT´s functionalities are proposed and linked to a value activity, in a Hotel´s Value Chain. Then, through a survey, answered by 418 respondents from 44 nationalities, it is ascertained that IoT creates value and increases guest loyalty, and also, the most attractive IoT´s functionalities are identified. Then, through an analysis conducted to the most attractive IoT´s functionalities (identified in the survey), it is ascertained that these functionalities allow a hotel to develop two resources: 1) High Quality Customer Service, and 2) Guests´ Tacit Knowledge. Further on, by applying the RBV model, it is ascertained that Guests´ Tacit Knowledge is a resource that has value, it´s rare, imperfectly imitable and non-substitutable, which means that it may help a hotel developing and implementing value-creating strategies, that may last in time. It is concluded, then, that IoT has potential to help a hotel creating value, through the resource Guests´ Tacit Knowledge, and it may use that value creation to develop a sustainable competitive advantage.
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spelling The internet of things : developing a sustainable competitive advantage in the hotel industryThe Internet of Things (IoT) is a technology that allows objects to be connected to the internet, enabling them with communication capabilities (with other objects and with people). By 2020 there will be over 50 billion things/objects connected to the internet, meaning this technology will completely revolutionize the world as we know it. This dissertation´s goal, is to analyze the strategic potential of the IoT in the hotel industry. In this view, the research problem this dissertation faces is to ascertain if a hotel may create value through the IoT, and if that value creation may lead to the development of a sustainable competitive advantage. In order to achieve this dissertation´s goal, a set of IoT´s functionalities are proposed and linked to a value activity, in a Hotel´s Value Chain. Then, through a survey, answered by 418 respondents from 44 nationalities, it is ascertained that IoT creates value and increases guest loyalty, and also, the most attractive IoT´s functionalities are identified. Then, through an analysis conducted to the most attractive IoT´s functionalities (identified in the survey), it is ascertained that these functionalities allow a hotel to develop two resources: 1) High Quality Customer Service, and 2) Guests´ Tacit Knowledge. Further on, by applying the RBV model, it is ascertained that Guests´ Tacit Knowledge is a resource that has value, it´s rare, imperfectly imitable and non-substitutable, which means that it may help a hotel developing and implementing value-creating strategies, that may last in time. It is concluded, then, that IoT has potential to help a hotel creating value, through the resource Guests´ Tacit Knowledge, and it may use that value creation to develop a sustainable competitive advantage.A Internet of Things (IoT) - ou a Internet das Coisas - é uma tecnologia que permite a conexão de objectos/coisas à internet, permitindo assim que os objectos/coisas possam comunicar entre si e com pessoas. Em 2020 vão existir mais de 50 biliões de objectos/coisas ligados à internet, o que significa que esta tecnologia vai revolucionar totalmente o mundo como o conhecemos. O objectivo desta dissertação é analisar o potencial estratégico da IoT na indústria hoteleira. Neste prisma, o problema de investigação, da presente dissertação, é aferir se um hotel consegue criar valor com a IoT, e se essa criação de valor pode levar ao desenvolvimento de uma vantagem competitiva sustentável. De modo a atingir o objectivo desta dissertação, são propostas algumas funcionalidades da IoT, e posteriormente ligadas a uma actividade, numa Cadeia de Valor de um hotel. De seguida, através de um questionário, respondido por 418 pessoas de 44 nacionalidades, é possível aferir que a IoT pode criar valor e aumentar a fidelização de clientes, por outro lado, assim, são também identificadas as funcionalidades da IoT mais atractivas. Através da análise das funcionalidades da IoT mais atractivas (identificadas através do questionário), é possível aferir que estas funcionalidades permitem que um hotel possa desenvolver dois recursos: 1) Serviço ao Cliente de Alta Qualidade, e 2) Conhecimento Tácito dos Hóspedes. Com o modelo RBV, é, então, possível analisar que o Conhecimento Tácito dos Hóspedes é um recurso valioso, raro, imperfeitamente imitável, e não substituível, pelo que pode ajudar um hotel a desenvolver e implementar estratégias de criação de valor, sutentáveis. É assim concluído que a IoT tem potencial para ajudar ajudar um hotel a criar valor, através do recurso Conhecimento Tácito dos Hóspedes, e essa criação de valor pode ser usada para desenvolver uma vantagem competitiva sustentável.Amaral, Paulo Cardoso doVeritati - Repositório Institucional da Universidade Católica PortuguesaGuerra, Diogo André Gomes2012-12-17T14:59:57Z2012-06-0420122012-06-04T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://hdl.handle.net/10400.14/9757enginfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-08-15T01:38:43Zoai:repositorio.ucp.pt:10400.14/9757Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T18:08:30.796217Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv The internet of things : developing a sustainable competitive advantage in the hotel industry
title The internet of things : developing a sustainable competitive advantage in the hotel industry
spellingShingle The internet of things : developing a sustainable competitive advantage in the hotel industry
Guerra, Diogo André Gomes
title_short The internet of things : developing a sustainable competitive advantage in the hotel industry
title_full The internet of things : developing a sustainable competitive advantage in the hotel industry
title_fullStr The internet of things : developing a sustainable competitive advantage in the hotel industry
title_full_unstemmed The internet of things : developing a sustainable competitive advantage in the hotel industry
title_sort The internet of things : developing a sustainable competitive advantage in the hotel industry
author Guerra, Diogo André Gomes
author_facet Guerra, Diogo André Gomes
author_role author
dc.contributor.none.fl_str_mv Amaral, Paulo Cardoso do
Veritati - Repositório Institucional da Universidade Católica Portuguesa
dc.contributor.author.fl_str_mv Guerra, Diogo André Gomes
description The Internet of Things (IoT) is a technology that allows objects to be connected to the internet, enabling them with communication capabilities (with other objects and with people). By 2020 there will be over 50 billion things/objects connected to the internet, meaning this technology will completely revolutionize the world as we know it. This dissertation´s goal, is to analyze the strategic potential of the IoT in the hotel industry. In this view, the research problem this dissertation faces is to ascertain if a hotel may create value through the IoT, and if that value creation may lead to the development of a sustainable competitive advantage. In order to achieve this dissertation´s goal, a set of IoT´s functionalities are proposed and linked to a value activity, in a Hotel´s Value Chain. Then, through a survey, answered by 418 respondents from 44 nationalities, it is ascertained that IoT creates value and increases guest loyalty, and also, the most attractive IoT´s functionalities are identified. Then, through an analysis conducted to the most attractive IoT´s functionalities (identified in the survey), it is ascertained that these functionalities allow a hotel to develop two resources: 1) High Quality Customer Service, and 2) Guests´ Tacit Knowledge. Further on, by applying the RBV model, it is ascertained that Guests´ Tacit Knowledge is a resource that has value, it´s rare, imperfectly imitable and non-substitutable, which means that it may help a hotel developing and implementing value-creating strategies, that may last in time. It is concluded, then, that IoT has potential to help a hotel creating value, through the resource Guests´ Tacit Knowledge, and it may use that value creation to develop a sustainable competitive advantage.
publishDate 2012
dc.date.none.fl_str_mv 2012-12-17T14:59:57Z
2012-06-04
2012
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