High tech meets high touch in upscale hotels
Journal of Hospitality and Tourism Technology
ISSN: 1757-9880
Article publication date: 14 November 2016
Abstract
Purpose
This paper presents an analysis of the impact of current technologies on customer experiences in upscale hotels and assesses the potential of the latest technologies for enhancing customers’ stay.
Design/methodology/approach
A two-step approach was applied in this study. The qualitative phase included an examination of upscale hotel websites, interviews with hotel managers and an internet search regarding the latest technological innovations in hotels. In the quantitative stage, a questionnaire was developed for hotel guests, generating a sample of 310 valid completed questionnaires.
Findings
The results reveal that hotel guests value digital involvement in their hotel experience. Moreover, business travellers and younger generations give greater importance to latest technologies.
Originality/value
This study analyses the most innovative technologies, providing guidance for hoteliers wishing to upgrade or implement new technologies. Based on the findings, hoteliers can achieve greater differentiation by offering the most important and latest technology to guests, enhancing their experience and attracting new customers, which can potentially lead to increased revenues. The study’s results are also important because they include the perceptions of both managers and customers.
Keywords
Citation
Brochado, A., Rita, P. and Margarido, A. (2016), "High tech meets high touch in upscale hotels", Journal of Hospitality and Tourism Technology, Vol. 7 No. 4, pp. 347-365. https://doi.org/10.1108/JHTT-07-2016-0038
Publisher
:Emerald Group Publishing Limited
Copyright © 2016, Emerald Group Publishing Limited