Abstract: Technological development and ICT have been recognized as one of the main factors of
changes in business and enterprise management. The impact of ICT in tourism has been recognised as
one of the main drivers changes in the past several years. This chapters seeks to provide insight into
influence of ICT on tourism and impact of ICT utilization on operations in hotels. The chapter is based
on research which has been conducted among hotels and hotel managers in Bosnia and Herzegovina
aiming to determine the level of ICT utilization and its impact on hotel operations and performance.
The results indicate that ICT has contributed to changes in behaviour of guests as well as operations in
hotels and their business performance.
Keywords: tourism, hotels, ICT, organizational changes, business operations.
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