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With the advent of the smart home, where connectivity is facilitated by the internet of things, the provision of guest technologies in hotel service delivery has acquired greater significance. This ubiquity of technology implies that hotels need to view their technological offerings as facilitating guest’s broader lifestyles, and not just services in isolated spaces. This study aims to examine the role of “home” as a socio-technological unit, and how customers’ ownership of technologies at home affects evaluations of guest technologies at hotels.

Data are collected from a sample of US lodging consumers using Amazon’s Mechanical Turk. Partial least squares, which is a component-based structural equation modeling technique with SmartPLS 3.2, is used to test the hypotheses and meet the study’s objectives.

The findings show that hotel guest technologies should be of a higher standard than those at home, for guests to be satisfied with them. This relationship was robust across all hotel types, and both leisure and business visitation. Also, satisfaction with guest technologies has a relatively stronger impact on customer satisfaction in mid-scale and economy hotels compared to that in upscale and luxury hotels.

By empirically validating “home” as a frame of reference in the evaluations of hospitality experiences, it opens up the potential for future research to study how home affects the evaluation of the hospitality experience as a whole.

Hotels need to identify viable technologies that have the potential to become mainstream, and be ahead of customers in the technology adoption curve.

This study is the first to look at home as a conceptual entity that is integral to hospitality using a socio-psychological lens, and evaluates its impact on evaluations of guest technologies at hotels.

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.

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.

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.

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.

This study aimed to identify distinctive characteristics of hotel guests and understand their perception of guestroom technologies (GRTs) in hotels by utilizing the theory of consumer innovativeness and the social influence theory.

The data were collected from 268 hotel guests. The K-means clustering algorithm was employed to identify participants based on their views on the significance of technologies provided in guest rooms. A multivariate analysis of variance was applied to investigate if there were significant differences among clusters regarding social influence on hotel bookings, technology innovativeness and technology expertise and knowledge.

Two clusters were identified: technology compassionates and casual users of technology. Findings revealed that technology compassionates are more influenced by their friends when booking a hotel compared to casual users of technology. The ability to link up multiple wireless mobile devices, accessible outlets and mobile websites were the most critical GRTs for technology compassionates.

Technology should be considered a crucial part of the hotel guest experience. Hoteliers ought to continue investing in smart technologies to improve their guests' experiences. GRTs can reduce overhead staff costs while giving guests more control over their stay by utilizing everyday items like smartphones and offering them more power over their lodging experience.

This study advances the existing literature on GRTs by identifying which GRTs produce the most customer satisfaction. Moreover, this study explores the impact of social influence, innovativeness as a personality trait and having expert knowledge of technologies on preferences for GRTs.

To explore the impact of luxury hotel brands’ technologies on guests’ perceived value enhancement and its consequences, this study aims to examine how task–technology fit (TTF) and luxury–technology fit (LTF) affect luxury hotel guests’ perceived value enhancement, satisfaction and brand loyalty.

A scenario-based online survey was conducted with existing and potential luxury hotel guests. The relationships among TTF, LTF, value enhancement, satisfaction and loyalty were examined using partial least square structural equation modeling. Moreover, the respondents were asked their preferred service agent (human staff vs technology) in a luxury hotel to further understand luxury hotel guests’ perception toward technological services in a luxury hotel setting.

The results reveal that both TTF and LTF have significant impacts on the luxury hotel’s value enhancement, and the impacts of TTF and LTF on value enhancement are moderated by the guests’ technology optimism. The findings of this study suggest that the luxury hotel brands must consider the fit between the image of their brand and the technology to increase guests’ perceived value enhancement, satisfaction and loyalty.

Applying categorization theory, this study extended the concept of brand extension to technology implementation. The findings advance the current understanding of how technology affects luxury hotel consumers’ perceived value enhancement, and how consumers’ optimism influences the impacts of TTF and LTF on value enhancement.

By examining the effects of TTF and LTF on luxury hotel guests’ perceived value enhancement, this study would shed light on luxury hotel brands’ technology implementation strategies. By understanding how TTF and LTF affect consumers’ perceived value enhancement, luxury hotel brands will be able to better design their technology implementation plans.

Even though luxury hotel brands are well known for offering high-level and personalized services through interpersonal interactions between employees and consumers, they have been actively implementing a variety of technologies to enhance guest experience and satisfaction. This study investigates the role of technological innovations in a luxury hotel setting. Particularly, this study examines how technologies improve guests’ perceived value of a luxury hotel and lead to satisfaction and loyalty.

Purpose: This paper presents a review of the current state and potential capabilities for application of robots, artificial intelligence and automated services (RAISA) in hotel companies.

Design/methodology/approach: A two-step approach was applied in this study. First, the authors make a theoretical overview of the robots, artificial intelligence and service automation (RAISA) in hotels. Second, the authors make a detailed overview of various case studies from global hotel practice.

Findings: The application of RAISA in hotel companies is examined in connection with the impact that technology has on guest experience during each of the five stages of the guest cycle: pre-arrival, arrival, stay, departure, assessment.

Research implications: Its implications can be searched with respect to future research. It deals with topics such as how different generations (guests and employees) perceive RAISA in the hotel industry and what is the attitude of guests in different categories of hotels (luxury and economy) towards the use of RAISA. It also shows what is the attitude of different types of tourists (holiday, business, health, cultural, etc.) and what kinds of robots (androids or machines) are more appropriate for different types of hotel operations.

Practical implications: The implications are related to the improvement of operations and operational management, marketing and sales, enhancement of customer experience and service innovation, training and management.

Originality/value: This book chapter complements and expands research on the role of RAISA in the hotel industry and makes some projections about the use of technologies in the future.

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.

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.

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.

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.

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.

The main purpose of the study is to reveal the hotel managers' perspectives strategies, and predictions on smart technologies, and their expectations for current staff and potential staff to be employed in the future.

A qualitative research approach was used to reveal the internal perspectives of managers to determine their Smart Tourism (ST) perspectives. With the snowball sampling method, face-to-face interviews were conducted with 16 senior hotel managers working in a 5-star hotel in Antalya. The data obtained were carried out with inductive content analysis and descriptive analysis from qualitative research analysis methods.

In this study, hotel managers' broad perspectives on ST were discussed in depth and presented comprehensively. Managers' perceptions of smart technologies are classified in terms of aggregate dimensions and themes. Among the most important findings, rapidity/quickness, managing/holistic assessment, standardization, harmony/integration-coordination and experience-memory, defined as the crossroads of total dimensions or the heart of smart technologies, were identified as the most important themes. In addition, Stylos et al. (2021), another important finding is the classification of technologies used in top-quality hotels, based on the conceptual framework for smart technologies presented in the literature.

The effective and efficient use of technology, its internalization and openness to technology provides important advantages in hotels such as increasing revisits and satisfaction, providing loyalty and reducing costs. Thus, the perceptions, practices, strategies and prediction of senior managers working in high-level hotels about ST provide valuable data to other hotels that want to survive in the competition.

From a theoretical point of view, this study is valuable in that it deals with the ST perceptions of senior managers with an exploratory research approach. Managerially, the research findings offer valuable contribution about the attitudes, trends, forecasts and expectations of senior managers working in high-level hotels towards ST.

Advances in technology and in subsequent guest-related amenities have the potential to improve the guest experience and also increase both guestroom revenues and ancillary room revenues. Innovative technologies will be one of the prime differentiators of hotel companies in the twenty-first century. However, it is important for hoteliers to answer questions such as which technology amenities do their guests desire when choosing overnight accommodations? Further, what are the importance levels assigned by guests of these various technology amenities? This study aims to answer the question of how leisure travelers may differ or be similar to business travelers with regard to in-room technology amenities.

The target population of this study consisted of 2,500 US residents whose email addresses were randomly drawn from a national database company. A series of t-tests and ANOVA were conducted to answer the research questions.

High-speed internet access and guest device connectivity were perceived more important by business travelers than by leisure travelers.

Recognizing guests’ technology needs and answering those needs are important for hotel operators to remain competitive. While some segments perceive more value in certain technologies, for others it might be an indifferent amenity.

The amount of time guests spend in their rooms directly correlates to increased revenues from in-room dining, in-room amenities offered and, in general, all pay-for-use products and services such as the internet and movies. Therefore, with the right assortment and offering of technology amenities, hotels will increase their revenues from these ancillary revenues. Moreover, a hotel property with the right mixture of desired in-room amenities and services can charge higher rates for their guestroom sales.

The results of this study provide insights into the changing attitudes toward in-room entertainment technology that many hotel developers should take note of.

The purpose of this study is to examine hotel guests’ attitudes toward guest room technologies (GRTs) and determine whether hotel guests’ characteristics and attitudes regarding GRTs vary according to hotel guest typologies.

The data were gathered from a sample of 508 hotel guests who had stayed in a hotel in the past 12 months via a self-administered survey on Qualtrics survey software. The analysis of the study consisted of two main research steps: identification of cluster groups via the K-means cluster analysis algorithm and discriminant analysis; and performing a series of chi-square analyses to determine whether hotel guests’ characteristics and attitudes vary according to obtained hotel guest typologies.

Results indicated significant attitudinal (e.g. internet payment preference) and demographic (e.g. age) differences among the obtained hotel guest typologies regarding their attitudes toward GRTs.

The results provide valuable guidance and a pragmatic approach for those hotel managers that aim to generate tailored marketing strategies for guest segments that are interested in GRTs.

This study concentrates on GRTs with a market segmentation approach by using advanced statistical procedures. It contributes to the body of related research literature by offering empirical evidence where the study evaluates the impact of the availability of new GRTs on guest decision-making based on the principles of the theory of planned behavior. Practitioners will be able to use the presented findings to generate marketing and pricing strategies with respect to the technological needs and wants of each typology.

本论文主要研究酒店顾客对客房科技（GRTs）的态度以及检验顾客特点和背景情况对GRTs的态度是否有不同的影响。

研究样本包括508位在过去12个月内消费过的酒店顾客, 样本通过在线自助式问卷来采集。本论文的分析步骤分为两步：（1）通过K-means聚类分析和判别分析以确立群组, 以及（2）一系列Chi-square分析以判定酒店顾客特点和态度是否根据获得的顾客背景情况而有差别。

研究结果表明在获得的酒店顾客背景情况中, 态度型因子（比如网络支付喜好）和人口统计类型因子（比如年龄）对于酒店顾客GRTs态度有显著差异。

研究结果对酒店经营者针对不同细分市场对GRTs的喜好来制定个性化营销战略有着珍贵指导和实践的启示意义。

本论文主要通过一系列高级统计操作来研究GRTs以及市场细分方法。研究结果对相关文献有着显著价值, 对以计划行为理论 （Theory of Planned Behavior）为基础, 检验新型GRTs对顾客决策行为的影响提供了实践研究。行业实践者能够借鉴研究结论来制定与科技需求和细分市场需求相关的营销和定价战略。

酒店技术；客房技术；房间内部技术；市场划分；付款意愿；决策

纸张类型–研究论文

Interactive mobile technologies (IMT) offered to hotel guests during their stay represent an interesting development in consumer technologies in the hotel industry. Such technologies are designed to facilitate transactions and enhance the quality of guest experience. This research explains how hotel guests develop attitudes and intentions to use IMT in hotels. The paper aims to discuss these issues.

Using data from students enrolled in a large hospitality program located in the Southwestern USA, the study validates a variant of the technology acceptance model, extended with constructs such as cognitive absorption and security that capture better the context of IMT in hotels.

The conceptual model explained a large part of variability in intentions to use IMT. Among several predictors, cognitive absorption was the stronger predictor of attitudes. The analysis also revealed the dimensions of cognitive absorption as a second-order factor in the context of mobile commerce in the hotel industry.

This research offers a number of notable theoretical contributions. First, it provides an unique perspective on adoption of immersive technologies that enhance the experiential value of the hotel stay. Second, it revisits and validates the multidimensional construct of cognitive absorption. Finally, it ascertains the roles of cognitive absorption, playfulness, and security in the adoption of IMT.

This research provides specific suggestions to integrate IMT in hotels based on system characteristics and users’ perceptions.

To date, the research examining the immersive aspects of technology is scant. This research provides a novel platform for the systematic examination of the adoption of immersive technologies as they mediate the experiences in hotel service settings.