Main Article Content
Abstract
Purpose of the study: This study aims to gain an understanding of how (and if) the InterContinental Hotels Group (IHG) manages knowledge to create value.
Methodology: Publicly available data about the IHG were assessed using Pawlowski and Bick’s (2015) Global Knowledge Management Framework (GKMFW) to determine the extent to which the IHG is implementing knowledge management (KM). Four experts reviewed the findings for validation.
Main findings: Knowledge management (KM) practices are used by the IHG at a basic level. Data collected in this study indicate that the IHG is not connecting KM processes in its strategy. This research highlights that the IHG and potentially other hotel companies could integrate KM to enhance their performance.
Applications of this study: The study’s findings are important for hotel industry stakeholders (academics, hotel executives, owners, etc.), assisting them to better understand “hotel KMâ€. Stakeholders are encouraged to implement holistic and purposeful KM programs (i.e., a framework), potentially delivering more value to their organizations.
Novelty/Originality of this study: This study is the first attempt to investigate KM activities in one major standard-setting hotel company (SSHC), as defined by Boardman and Barbato (2008). It highlights the limitations in hotel-specific KM research and the limited way in which KM is being applied in the InterContinental Hotels Group (IHG). It not only identifies a gap in the literature about KM in the hospitality industry but starts to fill this gap.
Keywords
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References
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- Bouncken, R.B. (2002). Knowledge management for quality improvements in hotels. Journal of Quality Assurance in Hospitality & Tourism, 3(3-4), 25-59. https://doi.org/10.1300/J162v03n03_03 DOI: https://doi.org/10.1300/J162v03n03_03
- Cheng, X. (2010). Management research in the hospitality and tourism industry. UNLV [University of Nevada] Theses/Dissertations/Professional Papers/Capstones. Paper 762.
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- Daňa, J., Caputo, F. & RáÄek, J. (2020). Complex network analysis for knowledge management and organizational intelligence. Journal of the Knowledge Economy, 11(2), 405-424. https://doi.org/10.1007/s13132-018-0553-x DOI: https://doi.org/10.1007/s13132-018-0553-x
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- Drucker, P. (1993). Post-capitalist society. Butterworth-Heinemann.
- Durst, S., & Zieba, M. (2019). Mapping knowledge risks: Towards a better understanding of knowledge management. Knowledge Management Research & Practice, 17(1), 1-13. https://doi.org/10.1080/14778238.2018.1538603 DOI: https://doi.org/10.1080/14778238.2018.1538603
- Eisenhardt, K.M. (1989). Building theories from case study research. Academy of Management Review, 14(4), 532-550. https://doi.org/10.5465/amr.1989.4308385 DOI: https://doi.org/10.5465/amr.1989.4308385
- Erickson, G. S., & Rothberg, H. N. (2015). Knowledge assets in services across industries and across time. Investigaciones Europeas de Dirección y EconomÃa de la Empresa, 21(2), 58-64. https://doi.org/10.1016/j.iedee.2014.09.002 DOI: https://doi.org/10.1016/j.iedee.2014.09.002
- Grant, R.M. (1996). Toward a knowledge-based theory of the firm. Strategic Management Journal, 17(4), 109-122. https://doi.org/10.1002/smj.4250171110 DOI: https://doi.org/10.1002/smj.4250171110
- Gupta, A.K. & Govindarajan, V. (2000). Knowledge flows within multinational corporations. Strategic Management Journal, 21(4), 473-496. https://doi.org/10.1002/(SICI)1097-0266(200004)21:4<473::AID-SMJ84>3.0.CO;2-I DOI: https://doi.org/10.1002/(SICI)1097-0266(200004)21:4<473::AID-SMJ84>3.0.CO;2-I
- Hallin, C.A. & Marnburg, E. (2008). Knowledge management in the hospitality industry: A review of empirical research. Tourism Management, 29(2), 366-381. https://doi.org/10.1016/j.tourman.2007.02.019 DOI: https://doi.org/10.1016/j.tourman.2007.02.019
- Heisig, P. (2009). Harmonisation of knowledge management – comparing 160 KM frameworks around the globe. Journal of Knowledge Management, 13(4), 4-31. https://doi.org/10.1108/13673270910971798 DOI: https://doi.org/10.1108/13673270910971798
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- InterContinental Hotels Group (IHG) (2019). My Colleague Handbook. http://anyflip.com/vhicz/fiaa/basic
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- InterContinental Hotels Group (IHG) (2020b). https://www.ihgplc.com/news-and-media/news-releases/2010/ihg-launches-innsupply---a-game-changing-procurement-program-for-its-owners
- International Organization for Standardization (ISO) (2018). https://www.iso.org/standard/68683.html
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- Jones, P., & Lockwood, A. (2002). The management of hotel operations. Cengage Learning (EMEA).
- Khoshsima, G., Lucas, C., & Mohaghar, A. (2004, December 2-3). Assessing knowledge management with fuzzy logic. Paper presented at the International Conference on Practical Aspects of Knowledge Management (pp.425-432), Berlin. Springer. https://doi.org/10.1007/978-3-540-30545-3_40 DOI: https://doi.org/10.1007/978-3-540-30545-3_40
- Kim, M. (2009). Paths to knowledge management in small and medium-sized hotels. PhD thesis, RMIT, Melbourne. https://doi.org/10.15209/jbsge.v3i4.145 DOI: https://doi.org/10.15209/jbsge.v3i4.145
- King, M.A. (2008). The implementation of DSpace at the InterContinental Hotels Group: A knowledge management project success. Journal of Cases on Information Technology, 10(2), 10-24. https://doi.org/10.4018/jcit.2008040102 DOI: https://doi.org/10.4018/jcit.2008040102
- Lee, C.S. & Wong, K.Y. (2016, March 16-18). Evaluating knowledge management processes: A fuzzy logic approach. Paper presented at24th International MultiConference of Engineers and Computer Scientists (IMECS), Hong Kong.
- Lee, M.-L. (2008). A qualitative case study approach to define and identify perceived challenges of knowledge management for casino hotel industry. UNLV [University of Nevada] Retrospective Theses & Dissertations, Paper 2830. https://digitalscholarship.unlv.edu/rtds/2830
- Mariani, M., Baggio, R., Fuchs, M., & Höepken, W. (2018). Business intelligence and big data in hospitality and tourism: A systematic literature review. International Journal of Contemporary Hospitality Management,30(12), 3514-3554. https://doi.org/10.1108/IJCHM-07-2017-0461 DOI: https://doi.org/10.1108/IJCHM-07-2017-0461
- Musulin, J., Gamulin, J., & Crnojevac, I. (2011, May 23-27). Knowledge management in tourism: The importance of tacit knowledge and the problem of its elicitation and sharing. Proceedings of the 34th International Convention of MIPRO[Croatian Society for Information, Communication and Electronic Technology].(pp. 981-987) Opatija, Croatia.
- Myers, C. (2015). Is your company encouraging employees to share what they know? Harvard Business Review, 6 November, 1-9. https://hbr.org/2015/11/is-yourcompany-encouraging-employees-to-share-what-they-know
- Okumus, F. (2013). Facilitating knowledge management through information technology in hospitality organizations. Journal of Hospitality and Tourism Technology,4(1), 64-80. https://doi.org/10.1108/17579881311302356 DOI: https://doi.org/10.1108/17579881311302356
- Okumus, F., Altinay, L., & Roper, A. (2007). Gaining access for research: Reflections from experience. Annals of Tourism Research, 34(1), 7-26. https://doi.org/10.1016/j.annals.2006.07.006 DOI: https://doi.org/10.1016/j.annals.2006.07.006
- Pawlowski, J. M., & Bick, M. (2015). The global knowledge management framework: Towards a theory for knowledge management in globally distributed settings. In Leading issues in knowledge management (Vol. 2), p. 134.
- Porter, M.E. (1985). Competitive advantage: Creating and sustaining superior performance. New York Free Press.
- Roknuzzaman, M., & Umemoto, K. (2009). How library practitioners view knowledge management in libraries: A qualitative study. Library Management, 30(8-9), 643-656. https://doi.org/10.1108/01435120911006593 DOI: https://doi.org/10.1108/01435120911006593
- Serenko, A., & Bontis, N. (2013). Global ranking of knowledge management and intellectual capital academic journals: 2013 update. Journal of Knowledge Management, 13(2), 4-15. https://doi.org/10.1108/13673271311315231 DOI: https://doi.org/10.1108/13673270910931125
- Serenko, A., & Bontis, N. (2017). Global ranking of knowledge management and intellectual capital academic journals: 2017 update. Journal of Knowledge Management, 21(3), 675-692. https://doi.org/10.1108/JKM-11-2016-0490 DOI: https://doi.org/10.1108/JKM-11-2016-0490
- Shelley, A.W. (2017). KNOWledge SUCCESSion, Business Expert Press.
- SHL (Aptitude Text Provider). https://www.shl.com/shldirect/en/practice-tests
- Singal, M. (2015). How is the hospitality and tourism industry different? An empirical test of some structural characteristics. International Journal of Hospitality Management, 47(May), 116-119. https://doi.org/10.1016/j.ijhm.2015.03.006 DOI: https://doi.org/10.1016/j.ijhm.2015.03.006
- Snowden, D. (2002). Complex acts of knowing: Paradox and descriptive self-awareness. Journal of Knowledge Management, 6(2), 100-111. https://doi.org/10.1108/13673270210424639 DOI: https://doi.org/10.1108/13673270210424639
- Sutton, M. J. D. (2007). Examination of the historical sense making processes representing the development of knowledge management curricula in universities: Case studies associated with an emergent discipline. Dissertation, McGill University, Montreal, Canada.
- Syed, J., Murray, P. A., Hislop, D., & Mouzughi, Y. (eds.). (2018). The Palgrave handbook of knowledge management. Palgrave Macmillan. https://doi.org/10.1007/978-3-319-71434-9 DOI: https://doi.org/10.1007/978-3-319-71434-9
- Teece, D.J. (1998). Capturing value from knowledge assets: The new economy, markets for know-how, and intangible assets. California Management Review, 40(3), 55-79. https://doi.org/10.2307/41165943 DOI: https://doi.org/10.2307/41165943
- Tribe, J. (2016). Strategy for tourism (2nd ed.). Goodfellow Publishing Limited.
- Ulrich, D. & Smallwood, N. (2004). Capitalizing on capabilities. Harvard Business Review, 82(6), 119-128.
- United States Documents (2015). https://documents.pub/document/learning-how-e-procurement-system-purchase-plus-enhance-strategic-performance-of-intercontinental-hotel-group-ihg-australia.html
- Vault (2020). Six Continents Hotels Group. https://www.vault.com/company-profiles/travel-leisure/six-continents-hotels-inc
- Vestal, W. (2002). Measuring knowledge management. American Productivity & Quality Center (APQC), USA.
- Vikrant, (2018). Knowledge management: A hidden aspect in the hospitality industry. Journal of Advanced and Scholarly Researches in Allied Education, 15(3), 174-177. https://doi.org/10.29070/15/57369 DOI: https://doi.org/10.29070/15/57369
- Voegeli, C. (2015). Why knowledge management matters to the hotel industry. https://insights.ehotelier .com/insights/2015/09/30/why-knowledge-management-matters-to-the-hotel-industry/
- Voegeli, C.(2019a). Understanding the current state and future directions of hotel sector knowledge management: A literature review. Business and Economic Research, 9(2), 118-145. https://doi.org/10.5296/ber.v9i2.14778 DOI: https://doi.org/10.5296/ber.v9i2.14778
- Voegeli, C. (2019b). When a half a second of action is better than half a day of talk. https://insights.ehotelier.com/insights/2019/01/14/when-a-half-a-second-of-action-is-better-than-half-a-day-of-talk/
- Weinstein, J. (2019). Hotels 325 ‘The world’s biggest hotel companies’. Hotels (Magazine). http://library.hotelsmag.com/publication/?i=602570&p=22&pp=1&view=issueViewer
- Yin, R.K. (1994). Designing single and multiple-case studies. In Improving educational management: Through research and consultancy (p.135).
References
Boardman, J., & Barbato, C. (2008). Review of socially responsible HR and labour relations practice in international hotel chains. Working paper, International Labour Office (ILO), Geneva.
Bouncken, R.B. (2002). Knowledge management for quality improvements in hotels. Journal of Quality Assurance in Hospitality & Tourism, 3(3-4), 25-59. https://doi.org/10.1300/J162v03n03_03 DOI: https://doi.org/10.1300/J162v03n03_03
Cheng, X. (2010). Management research in the hospitality and tourism industry. UNLV [University of Nevada] Theses/Dissertations/Professional Papers/Capstones. Paper 762.
Cooper, C. (2006). Knowledge management and tourism. Annals of Tourism Research, 33(1), 47-64. https://doi.org/10.1016/j.annals.2005.04.005 DOI: https://doi.org/10.1016/j.annals.2005.04.005
Daňa, J., Caputo, F. & RáÄek, J. (2020). Complex network analysis for knowledge management and organizational intelligence. Journal of the Knowledge Economy, 11(2), 405-424. https://doi.org/10.1007/s13132-018-0553-x DOI: https://doi.org/10.1007/s13132-018-0553-x
Dimitrios, B., Ioannis, R., Efstathios, V., Christos, A., Dimitrios, T., & Labros, S. (2018). Successful and efficient knowledge management in the Greek hospitality industry: Change the perspective! Academic Journal of Interdisciplinary Studies, 7(1), 185-191. https://doi.org/10.2478/ajis-2018-0019 DOI: https://doi.org/10.2478/ajis-2018-0019
Drucker, P. (1993). Post-capitalist society. Butterworth-Heinemann.
Durst, S., & Zieba, M. (2019). Mapping knowledge risks: Towards a better understanding of knowledge management. Knowledge Management Research & Practice, 17(1), 1-13. https://doi.org/10.1080/14778238.2018.1538603 DOI: https://doi.org/10.1080/14778238.2018.1538603
Eisenhardt, K.M. (1989). Building theories from case study research. Academy of Management Review, 14(4), 532-550. https://doi.org/10.5465/amr.1989.4308385 DOI: https://doi.org/10.5465/amr.1989.4308385
Erickson, G. S., & Rothberg, H. N. (2015). Knowledge assets in services across industries and across time. Investigaciones Europeas de Dirección y EconomÃa de la Empresa, 21(2), 58-64. https://doi.org/10.1016/j.iedee.2014.09.002 DOI: https://doi.org/10.1016/j.iedee.2014.09.002
Grant, R.M. (1996). Toward a knowledge-based theory of the firm. Strategic Management Journal, 17(4), 109-122. https://doi.org/10.1002/smj.4250171110 DOI: https://doi.org/10.1002/smj.4250171110
Gupta, A.K. & Govindarajan, V. (2000). Knowledge flows within multinational corporations. Strategic Management Journal, 21(4), 473-496. https://doi.org/10.1002/(SICI)1097-0266(200004)21:4<473::AID-SMJ84>3.0.CO;2-I DOI: https://doi.org/10.1002/(SICI)1097-0266(200004)21:4<473::AID-SMJ84>3.0.CO;2-I
Hallin, C.A. & Marnburg, E. (2008). Knowledge management in the hospitality industry: A review of empirical research. Tourism Management, 29(2), 366-381. https://doi.org/10.1016/j.tourman.2007.02.019 DOI: https://doi.org/10.1016/j.tourman.2007.02.019
Heisig, P. (2009). Harmonisation of knowledge management – comparing 160 KM frameworks around the globe. Journal of Knowledge Management, 13(4), 4-31. https://doi.org/10.1108/13673270910971798 DOI: https://doi.org/10.1108/13673270910971798
Heisig, P. (2014, September 9-11). Knowledge management – Advancements and future research needs – Results from the Global Knowledge Research Network study. In proceedings of Annual British Academy of Management (BAM 2014) Conference, Belfast, Northern Ireland. https://doi.org/10.1007/978-3-319-09501-1_7 DOI: https://doi.org/10.1007/978-3-319-09501-1_7
HospitalityNet (2014). Accor launches its digital transformation “Leading Digital Hospitalityâ€. https://www.hospitalitynet.org/news/4067567.html
Ingram, P. & Roberts, P.W. (2000). Friendships among competitors in the Sydney hotel industry. American Journal of Sociology, 106(2), 387-423. https://doi.org/10.1086/316965 DOI: https://doi.org/10.1086/316965
InterContinental Hotels Group (IHG) (2011). https://www.slideshare.net/npolny/website-committee-wheels
InterContinental Hotels Group (IHG) (2019). My Colleague Handbook. http://anyflip.com/vhicz/fiaa/basic
InterContinental Hotels Group (IHG) (2020a). https://www.ihgplc.com/en/about-us/our-global-presence
InterContinental Hotels Group (IHG) (2020b). https://www.ihgplc.com/news-and-media/news-releases/2010/ihg-launches-innsupply---a-game-changing-procurement-program-for-its-owners
International Organization for Standardization (ISO) (2018). https://www.iso.org/standard/68683.html
Jasimuddin, S.M. (2006). Disciplinary roots of knowledge management: A theoretical review. International Journal of Organizational Analysis, 14(2), 171-180. https://doi.org/10.1108/10553180610742782 DOI: https://doi.org/10.1108/10553180610742782
Jones, P., & Lockwood, A. (2002). The management of hotel operations. Cengage Learning (EMEA).
Khoshsima, G., Lucas, C., & Mohaghar, A. (2004, December 2-3). Assessing knowledge management with fuzzy logic. Paper presented at the International Conference on Practical Aspects of Knowledge Management (pp.425-432), Berlin. Springer. https://doi.org/10.1007/978-3-540-30545-3_40 DOI: https://doi.org/10.1007/978-3-540-30545-3_40
Kim, M. (2009). Paths to knowledge management in small and medium-sized hotels. PhD thesis, RMIT, Melbourne. https://doi.org/10.15209/jbsge.v3i4.145 DOI: https://doi.org/10.15209/jbsge.v3i4.145
King, M.A. (2008). The implementation of DSpace at the InterContinental Hotels Group: A knowledge management project success. Journal of Cases on Information Technology, 10(2), 10-24. https://doi.org/10.4018/jcit.2008040102 DOI: https://doi.org/10.4018/jcit.2008040102
Lee, C.S. & Wong, K.Y. (2016, March 16-18). Evaluating knowledge management processes: A fuzzy logic approach. Paper presented at24th International MultiConference of Engineers and Computer Scientists (IMECS), Hong Kong.
Lee, M.-L. (2008). A qualitative case study approach to define and identify perceived challenges of knowledge management for casino hotel industry. UNLV [University of Nevada] Retrospective Theses & Dissertations, Paper 2830. https://digitalscholarship.unlv.edu/rtds/2830
Mariani, M., Baggio, R., Fuchs, M., & Höepken, W. (2018). Business intelligence and big data in hospitality and tourism: A systematic literature review. International Journal of Contemporary Hospitality Management,30(12), 3514-3554. https://doi.org/10.1108/IJCHM-07-2017-0461 DOI: https://doi.org/10.1108/IJCHM-07-2017-0461
Musulin, J., Gamulin, J., & Crnojevac, I. (2011, May 23-27). Knowledge management in tourism: The importance of tacit knowledge and the problem of its elicitation and sharing. Proceedings of the 34th International Convention of MIPRO[Croatian Society for Information, Communication and Electronic Technology].(pp. 981-987) Opatija, Croatia.
Myers, C. (2015). Is your company encouraging employees to share what they know? Harvard Business Review, 6 November, 1-9. https://hbr.org/2015/11/is-yourcompany-encouraging-employees-to-share-what-they-know
Okumus, F. (2013). Facilitating knowledge management through information technology in hospitality organizations. Journal of Hospitality and Tourism Technology,4(1), 64-80. https://doi.org/10.1108/17579881311302356 DOI: https://doi.org/10.1108/17579881311302356
Okumus, F., Altinay, L., & Roper, A. (2007). Gaining access for research: Reflections from experience. Annals of Tourism Research, 34(1), 7-26. https://doi.org/10.1016/j.annals.2006.07.006 DOI: https://doi.org/10.1016/j.annals.2006.07.006
Pawlowski, J. M., & Bick, M. (2015). The global knowledge management framework: Towards a theory for knowledge management in globally distributed settings. In Leading issues in knowledge management (Vol. 2), p. 134.
Porter, M.E. (1985). Competitive advantage: Creating and sustaining superior performance. New York Free Press.
Roknuzzaman, M., & Umemoto, K. (2009). How library practitioners view knowledge management in libraries: A qualitative study. Library Management, 30(8-9), 643-656. https://doi.org/10.1108/01435120911006593 DOI: https://doi.org/10.1108/01435120911006593
Serenko, A., & Bontis, N. (2013). Global ranking of knowledge management and intellectual capital academic journals: 2013 update. Journal of Knowledge Management, 13(2), 4-15. https://doi.org/10.1108/13673271311315231 DOI: https://doi.org/10.1108/13673270910931125
Serenko, A., & Bontis, N. (2017). Global ranking of knowledge management and intellectual capital academic journals: 2017 update. Journal of Knowledge Management, 21(3), 675-692. https://doi.org/10.1108/JKM-11-2016-0490 DOI: https://doi.org/10.1108/JKM-11-2016-0490
Shelley, A.W. (2017). KNOWledge SUCCESSion, Business Expert Press.
SHL (Aptitude Text Provider). https://www.shl.com/shldirect/en/practice-tests
Singal, M. (2015). How is the hospitality and tourism industry different? An empirical test of some structural characteristics. International Journal of Hospitality Management, 47(May), 116-119. https://doi.org/10.1016/j.ijhm.2015.03.006 DOI: https://doi.org/10.1016/j.ijhm.2015.03.006
Snowden, D. (2002). Complex acts of knowing: Paradox and descriptive self-awareness. Journal of Knowledge Management, 6(2), 100-111. https://doi.org/10.1108/13673270210424639 DOI: https://doi.org/10.1108/13673270210424639
Sutton, M. J. D. (2007). Examination of the historical sense making processes representing the development of knowledge management curricula in universities: Case studies associated with an emergent discipline. Dissertation, McGill University, Montreal, Canada.
Syed, J., Murray, P. A., Hislop, D., & Mouzughi, Y. (eds.). (2018). The Palgrave handbook of knowledge management. Palgrave Macmillan. https://doi.org/10.1007/978-3-319-71434-9 DOI: https://doi.org/10.1007/978-3-319-71434-9
Teece, D.J. (1998). Capturing value from knowledge assets: The new economy, markets for know-how, and intangible assets. California Management Review, 40(3), 55-79. https://doi.org/10.2307/41165943 DOI: https://doi.org/10.2307/41165943
Tribe, J. (2016). Strategy for tourism (2nd ed.). Goodfellow Publishing Limited.
Ulrich, D. & Smallwood, N. (2004). Capitalizing on capabilities. Harvard Business Review, 82(6), 119-128.
United States Documents (2015). https://documents.pub/document/learning-how-e-procurement-system-purchase-plus-enhance-strategic-performance-of-intercontinental-hotel-group-ihg-australia.html
Vault (2020). Six Continents Hotels Group. https://www.vault.com/company-profiles/travel-leisure/six-continents-hotels-inc
Vestal, W. (2002). Measuring knowledge management. American Productivity & Quality Center (APQC), USA.
Vikrant, (2018). Knowledge management: A hidden aspect in the hospitality industry. Journal of Advanced and Scholarly Researches in Allied Education, 15(3), 174-177. https://doi.org/10.29070/15/57369 DOI: https://doi.org/10.29070/15/57369
Voegeli, C. (2015). Why knowledge management matters to the hotel industry. https://insights.ehotelier .com/insights/2015/09/30/why-knowledge-management-matters-to-the-hotel-industry/
Voegeli, C.(2019a). Understanding the current state and future directions of hotel sector knowledge management: A literature review. Business and Economic Research, 9(2), 118-145. https://doi.org/10.5296/ber.v9i2.14778 DOI: https://doi.org/10.5296/ber.v9i2.14778
Voegeli, C. (2019b). When a half a second of action is better than half a day of talk. https://insights.ehotelier.com/insights/2019/01/14/when-a-half-a-second-of-action-is-better-than-half-a-day-of-talk/
Weinstein, J. (2019). Hotels 325 ‘The world’s biggest hotel companies’. Hotels (Magazine). http://library.hotelsmag.com/publication/?i=602570&p=22&pp=1&view=issueViewer
Yin, R.K. (1994). Designing single and multiple-case studies. In Improving educational management: Through research and consultancy (p.135).