An IT Governance Framework for Virtual Enterprise in Tourism Industry: Evidence from Small Tourism Enterprises in Thailand

Abstract

Information technology (IT) plays a significant role on a highly information-intensive industry like tourism industry globally and dramatically. Virtual enterprise (VE) concept is an innovation that enables small tourism enterprises (STEs) in developing countries to offer effective tourism services without large investment in IT. As STEs operate their VEs based on cloud-sourcing environment, STEs have to deal with IT risks that may affect the entire organization. As almost all STEs are found lacking in IT management experience, it is not effective to apply traditional IT governance frameworks, such as Control objectives for information and related technologies (COBIT), IT Infrastructure Library (ITIL), and International organization for standardization (ISO). This study proposes an IT governance framework for STEs operating in VE concept with cloud-sourcing environment. The methodology began with multiple-case study research via semi-structure interviews. Subjects are IT leaders from 10 STEs. IT governance framework for STEs was derived from the interview results, the framework consists of five IT governance areas: Strategy, Administration, Technology and Infrastructure, Supply, and Human Resource. This study also proposed performance assessment criteria for assessing IT governance performance. The proposed assessment criteria were integrated from relevance criteria in COBIT, ISO38500, ITIL, and previous research. STEs can adopt the proposed framework in their VEs to ensure the achievement of effectiveness and efficiency of their services in virtual environment. This will eventually guarantee their continued success in tourism services at present and in the future.