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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

In‐room entertainment technology continues to evolve in the hotel industry. However, given the multitude of entertainment products available in the market place today, hoteliers have little clarity of guests' willingness to pay for those in‐room entertainment technology amenities. In this highly competitive environment for travelers, lodging managers should better understand what in‐room entertainment technology amenities their guests will purchase. The purpose of this study is to explore accepted pricing levels for in‐room entertainment technology amenities by hotel guests.

A sample of 2,500 US travelers was drawn randomly from a national database by rent‐a‐list.com for this study. An online survey was distributed. The response rate was 16.32 percent with 408 respondents.

Findings showed that guests want most of the in‐room entertainment technology amenities as complimentary. However, they are willing to pay for gaming consoles in their guest rooms.

This is the first paper that investigates the phenomenon of in‐room entertainment technology amenities. Implications are vital for hotel firms that aim to install the amenities.

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.

Traditional brick‐and‐mortar companies are embracing the use of modern technologies to enhance the services they offer and to gain customer loyalty. The objectives are to stay in the forefront of today’s marketplace and to improve service, efficiency, and profitability. The hospitality industry has transformed itself into a global industry, and, as one of the largest industries in the world, it serves as an excellent example of an industry that has transformed itself in response to changes in customer requirements and demands. Continuous technological developments and their adoption in the hospitality industry have provided numerous opportunities and challenges. This paper examines the perceptions of international hotel managers on the adoption of technology in their hotels. The results emphasise the growing demand of hotel customers for various technology‐supported services. Technology is found to have affected the ability of hotels to support employees, enhance the quality of service, improve efficiencies, gain competitive advantage, maintain relationships with customers, and increase profitability.

The purpose of this summary is to review the question: What have we learned about the impact of technology in hospitality operations?

The summary considers the contribution made by each theme issue article to an overall understanding of the impact of technology – past, present and future – on human resource practices and in terms of monitoring guest satisfaction in hospitality operations.

The summary cites examples of technological innovation and discusses the implications of biometric authentication for hospitality operations, organization, and management.

The paper summarizes the types of change that are being driven by developments in technology and comments on the operational implications.

The paper interlinks with the editorial and provides a concise review of the range of innovations that are continuing as a direct result of advances in technology.

Voice command and voice search are becoming increasingly popular in the hospitality and tourism industry, with many hotels and travel companies investing in voice-enabled technology to improve guest experiences and streamline operations. This technology allows travellers to manage their travel plans, request services and get information through natural voice commands on any voice-enabled device. Voice assistants are also multilingual, allowing hotels to customise responses to guests who do not speak the local language. Angie, a multilingual, in-room voice assistant, is an example of this technology. It can fulfil guest requests, answer common questions about the property and create streamlined access to a wide range of hotel amenities, such as ordering room service or requesting extra towels. Hotels can control questions and responses to assist stretched staff and provide upsell and advertising revenue through digital promotions or recommended onsite amenities or discounts. In addition, voice command technology can be used to book travel and find things to do at a destination. Google Assistant can help with travel plans like booking a hotel, checking flight status and finding things to do at a destination. In conclusion, voice command and voice search technology are transforming the hospitality and tourism industry by improving guest experiences, reducing operational costs and increasing revenue.

The purpose of this paper is to empirically test the impact of perceived information and communication technology (ICT) on creation of brand equity within service firms, more specifically upscale hotels. The relationships between ICT and three brand equity dimensions, i.e. brand image, perceived quality, and brand loyalty are examined.

The empirical research was conducted in 20 upscale hotels in Rome-Italy, collecting data from 335 guests.

Advanced ICT directly influences perceived quality and image, while the impact of ICT on loyalty is mediated by perceived quality. Additionally, positive and significant relationships are found between the three brand equity dimensions.

The lack of significance of ICT impact on loyalty needs further attention. Future studies could center on this specific relationship, examining whether hotel companies that implement technology efficiently are able to deal with loyalty.

Managers are encouraged to invest in advanced technologies as their adoption and subsequent perception among guests can shape brand image and perceived service quality, thus influencing brand equity from the consumer perspective.

The contributions of this paper are fourfold. First, the ICT and customer-based brand equity concepts are studied together in the hotel context. Second, the inter-relationship among the three brand equity dimensions is analyzed. Third, the model is tested from the guest perceptive, as customers themselves can provide the most valuable inputs for business strategies. Finally, the work contributes to the service field by providing an empirical evidence on the potential and impact of advanced technology.

The purpose of this paper is to examine the factors that affect the usage of guest empowerment technologies (GET) with a specific focus on in‐room entertainment technologies.

This study used structural equation modeling to evaluate the application of task‐technology fit (TTF) and technology acceptance models (TAMs) in reference to entertainment GETs.

This paper confirmed that the most popular forms of entertainment GET were in‐room movies and on‐demand services. Most importantly, the analysis of the data revealed that a user's individual experiential characteristics have a significant negative relationship with fit of GET while the technology and task characteristics have a significant positive relationship with fit of GET.

This paper makes a contribution to the current body of literature as it is among the first to utilize a hybrid TTF/TAM in the hotel self‐service environment. As such, it can be utilized by future researchers as a foundation for conducting similar research.

This paper is of value as it is the first academic paper to investigate a variety of forms of entertainment‐based GET. These types of technologies which combine the functionality of self‐service devices while taking into account the user's experience during the design process are in constant and growing demand. As such, technology developers as well as hospitality practitioners will need to rely more and more on this type of research in the future in order to provide consistent levels of quality guest experiences.

This paper aims to propose a conceptual framework that illustrates how information technology (IT) applications may lead to competitive advantage in hotel companies.

The paper is written based on a synthesis of previous literature in this area.

Multiple areas need to be carefully evaluated in developing and implementing IT projects so that they can lead to competitive advantage in hotel companies. There are four closely related areas when analyzing IT decisions in hotels, which include coherence between the business strategy and IT decision, types of IT applications, intended benefits of IT decisions, and decision‐making style. Technology sophistication, management skills, and integration of resources are key issues when implementing IT decisions. Investments into IT applications in hotel companies can lead to superior IT competencies and IT capabilities, which can subsequently result in lower cost, agility, innovation, added value for customers, and better customer service. However, not all IT investments may result in positive outcomes or their sustainability may be short lived. In addition, there can be a lag time between making IT investment decisions and seeing their intended outcomes.

There are multiple areas and issues that need to be considered in making and implementing IT investment decisions if they are to contribute to the company's competitive advantage. Hotel companies need to be selective in their IT investment decisions and look at each IT investment from the strategic management perspective.

This is one of the first articles in the hospitality field that offers a theoretical framework on how IT applications can lead to competitive advantage in hotels. It also offers numerous theoretical and practical implications. Therefore, this paper should help hotel executives and researchers in evaluating IT projects in hotel companies.

The international market for services grew to $1.2 trillion in 1995 and has been growing at double‐digit rates. The USA possesses the lion’s share of the world’s services exports and stands to gain significantly from lower barriers to trade in services. However, despite the significant progress already made, numerous barriers remain and many countries have not joined the multilateral negotiations for eliminating or lowering existing barriers. This study examines the history of market access and trends, the obstacles to the international marketing of services, and key issues including classification methods and economic, regulatory, and cultural impediments, and offers directions for future research.