In-room technology trends and their implications for enhancing guest experiences and revenue
Journal of Hospitality and Tourism Technology
ISSN: 1757-9880
Article publication date: 14 October 2014
Abstract
Purpose
The purpose of this paper is to provide a benchmark for hotel operators to understand in-room technology trends and the impact of in-room technology on business performance.
Design/methodology/approach
The survey questions are based on existing literature and suggestions from the American Hotel and Lodging Association Technology and E-commerce Committee. The authors collected 206 usable samples from managers, vice presidents, presidents, owners and executives from hotel companies and utilized cross-tab analysis and multiple regression analysis.
Findings
The results demonstrate that installing specific in-room technologies can have a significant effect on enhancing the customer experience and increasing revenue. The study also presents the most commonly installed in-room technologies those hoteliers plan to install in the near future.
Research limitations/implications
Proper strategies are recommended to help hospitality managers understand the impact of different in-room technologies on the hospitality industry; particularly as they relate to guest experience and profitability.
Originality/value
By identifying the most popular in-room technologies currently available and examining which in-room technologies can be effective at enhancing guest experience and increasing revenue, this study fills the gap between the findings of previous studies and the observations from industry practitioners.
Keywords
Acknowledgements
This study was supported by the Conrad N. Hilton Foundation Summer Grant 2013.
Citation
Jung, S., (Sunny) Kim, J. and Farrish, J. (2014), "In-room technology trends and their implications for enhancing guest experiences and revenue", Journal of Hospitality and Tourism Technology, Vol. 5 No. 3, pp. 210-228. https://doi.org/10.1108/JHTT-11-2013-0035
Publisher
:Emerald Group Publishing Limited
Copyright © 2014, Emerald Group Publishing Limited