Integrating technology to service innovation: Key issues and future research directions in hospitality and tourism

Abstract

Purpose

This study aims to provide an understanding of the concept of service innovation resulting from emerging technologies and suggest areas for future hospitality and tourism research. By thoroughly reviewing previous literature, this study provides the basis for improving customer service with service innovation.

Design/methodology/approach

This study examines the existing body of knowledge from leading hospitality, tourism and business journals by performing content analysis.

Findings

This study reveals the multifaceted aspects of service innovation practices using emerging technologies. Findings provide an evidence base to future studies by highlighting the role of technology in hospitality and tourism service innovation.

Originality/value

The major contribution of this study is the demonstration of an approach for both academic researchers and service providers how they can use the technology to improve customers’ perceived value, experience and engagement.

研究目的

本论文旨在讨论新兴科技对服务创新的应用以及酒店和旅游管理领域中的未来发展方向。本论文通过全面回顾文献，对服务创新中的客户服务提供基础理解。

研究设计/方法/途径

本论文通过对酒店、旅游、以及商业领域顶尖期刊文献做文本分析，以达到研究目的。

研究结果

本论文提供了新兴科技对服务创新措施的多方面讨论。研究结果强调了科技对酒店和旅游管理创新中的重要地位，对未来研究做出了指导性意见。

研究原创性/价值

本论文的主要贡献在于向学术研究人员和服务提供商展示，如何运用科技来加强客户感知价值、体验、以及客户参与。

关键词

服务创新、顾客价值、顾客体验、顾客参与、价值共创、科技、批判性文献综述

论文类型

文献综述

Citation

Lee, M., Ahn, J., Shin, M., Kwon, W. and Back, K.-J. (2021), "Integrating technology to service innovation: Key issues and future research directions in hospitality and tourism", Journal of Hospitality and Tourism Technology, Vol. 12 No. 1, pp. 19-38. https://doi.org/10.1108/JHTT-01-2019-0013