Smart hotels but not necessarily smart decisions: the smartness paradox

Abstract

Purpose

This paper aims to answer questions pertinent to whether or not services provided by smart hotels are really what customers are looking for, as well as to ascertain what are some unintended experiences guests may encounter. In essence, to the best of the authors’ knowledge, this research is the first in the field to acknowledge the paradox of smart service.

Design/methodology/approach

This inquiry adopts a qualitative approach with data-driven from online customer reviews and semistructured interviews. Thematic analysis was undertaken to interpret review comments.

Findings

Results point to a new phenomenon, which is coined as the smartness paradox. In particular, customers on one hand enjoy an array of smart-infused experiences that jointly offer patrons a sense of a futuristic lifestyle. On the other hand, smart devices superimpose a number of hindrances that bring guests dismay and annoyance.

Research limitations/implications

This investigation brings smart service failure to the fore to highlight several key failure themes that could jeopardize the entire operation with debased customers’ satisfaction and loyalty inclination.

Originality/value

The smartness-paradox framework used in the present inquiry entails both approach and avoidance consequences customers enact depending on their smart experiences.

Citation

Wong, I.A., Xiao, Y., Lin, Z.(C)., Sun, D., Huang, J.(D). and Liu, M. (2024), "Smart hotels but not necessarily smart decisions: the smartness paradox", International Journal of Contemporary Hospitality Management, Vol. 36 No. 10, pp. 3378-3402. https://doi.org/10.1108/IJCHM-06-2023-0832