Title: Business internet use in small, family owned and managed hotels in Scotland

Authors: Jo Fyfe; Richard Bent; Claire Seaman

Addresses: Queen Margaret University, Edinburgh, EH21 6UU, Scotland ' Queen Margaret University, Edinburgh, EH21 6UU, Scotland ' Queen Margaret University, Edinburgh, EH21 6UU, Scotland

Abstract: Tourism and hospitality are strategic priorities for the Scottish Government but often highly dependent on small, family owned and managed hotels. This exploratory study is designed to initiate dialogue and to explore the operating environment and perceived business support needs in the ever-more complex and dynamic e-environment. The internet has altered the manner in which the hospitality industry operates; offering global marketing opportunities, open-source review sites and the opportunity to sell directly to the consumer. Results indicate that the positive aspects of the internet were perceived to outweigh the disadvantages but challenges were identified around the effective management of online resources and global reputation. There are areas in Scotland, and indeed much of the world, that draw tourists yet are not sufficiently populous to host hotel chains or even specialist boutique hotels. Tourists are often drawn to relatively undeveloped areas, creating a challenge for learning within small independent hotels.

Keywords: small business; family business; hotels; tourism; internet use; marketing; Scotland.

DOI: 10.1504/IJBG.2020.105171

International Journal of Business and Globalisation, 2020 Vol.24 No.2, pp.256 - 274

Received: 07 May 2018
Accepted: 09 May 2018
Published online: 14 Feb 2020 *