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Article
Publication date: 11 March 2014

Wenyue Wendy Zhu and Cristian Morosan

Interactive mobile technologies (IMT) offered to hotel guests during their stay represent an interesting development in consumer technologies in the hotel industry. Such…

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Abstract

Purpose

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.

Design/methodology/approach

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.

Findings

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.

Research limitations/implications

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.

Practical implications

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

Originality/value

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.

Details

Journal of Hospitality and Tourism Technology, vol. 5 no. 1
Type: Research Article
ISSN: 1757-9880

Keywords

Article
Publication date: 8 April 2020

Nan Hua, Bin Li and Tingting(Christina) Zhang

The purpose of this study is to present a holistic literature review on crime research in the hospitality and tourism field.

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Abstract

Purpose

The purpose of this study is to present a holistic literature review on crime research in the hospitality and tourism field.

Design/methodology/approach

This literature review included 109 crime-related academic papers in seven primary sources, namely, ScienceDirect, EBSCOhost’s hospitality and tourism complete, Emerald Management eJournals, Sage Journals, Google Scholar, Scopus and Web of Science.

Findings

From the exploration and synthesis of 109 articles, the following categories of crime research in the hospitality and tourism field emerged as follows: classification of crime research in the hospitality and tourism field; diversity of tourists, crime and risk perceptions; the impacts of crime on the hospitality and tourism industry; and crime control from stakeholders’ papers. In addition, this study advances crime research by proposing six research priorities for future investigation.

Practical implications

Tourism stakeholders are advised to achieve better cooperation in crime control under the guidance of the crime prevention model. High-technology tools are encouraged to be applied to detect and track criminal activities. Meanwhile, diverse applications of the media should be used as useful tools to control criminal activities in the hospitality and tourism industry.

Originality/value

This paper fills a gap by presenting the first comprehensive overview of crime research in the hospitality and tourism field in the past few decades and proposing six priorities for this research stream.

Details

International Journal of Contemporary Hospitality Management, vol. 32 no. 3
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 30 May 2019

Cristian Morosan and Agnes DeFranco

The purpose of this study was to investigate the impact of several hotel promotional factors and consumers’ behavioral and demographic characteristics on their actual use of…

Abstract

Purpose

The purpose of this study was to investigate the impact of several hotel promotional factors and consumers’ behavioral and demographic characteristics on their actual use of specific interactive information systems in hotels. The specific systems examined in this study were a hotel’s website, mobile app, push notification system, kiosk, smart TV in room, and tablet at front desk or in room.

Design/methodology/approach

A survey was conducted with a sample of 841 respondents who had stayed in a hotel that had interactive information systems. Logistic regression models were designed with the promotional factors (e.g. hotel staff encouraging purchasing products, push notifications or information presented on mobile devices or kiosks, seeing or hearing about other consumers using systems, advertising and press releases), behavioral variables (e.g. frequency and duration of stay) and demographic variables (e.g. gender and age) as independent variables. The independent variables were the individual systems used by guests.

Findings

The various promotional factors had a differential effect on consumers’ use of various interactive information systems. Information provided on mobile devices, staff encouraging purchasing and press releases and blogs, along with age and duration of stay, was found to have the highest impact on system usage.

Originality/value

This study examines for the first time, as per the authors’ knowledge, the actual use behavior of several hotel interactive systems, thus advancing the technology adoption literature. This study also utilizes a comprehensive list of hotel promotional factors that are able provide theoretical and empirical insight into the use of interactive systems, which was explained predominantly based on system perceptions and consumers’ characteristics.

论酒店营销因素对消费者真正使用互动性系统的影响

摘要

研究目的

本论文旨在研究若干酒店营销因素和消费者行为特征和统计人口特征对真正使用互动性系统的影响。本论文主要研究的主体包括, 酒店网站、移动APP、推送信息系统、自助服务机器、房间智能TV、以及前台或房间的平板电脑。

研究设计

取样方式为问卷调查, 其样本数量是841位曾在酒店使用过互动系统的顾客。逻辑回归模型结合营销因因子(如酒店人员销售产品、推送信息、或者移动设备或者自助机上显示的营销信息、经由其他消费者介绍、广告、新闻稿等), 行为特征变量(如酒店居住频率和长短), 以及统计人口变量(如性别和年龄)作为因变量。因变量包括顾客使用的 独立系统。

研究结果

多个营销因子对消费者使用多个互动性信息系统有着不同的影响。其中, 移动设备上的营销信息、人员销售、新闻稿和博客、以及消费者年龄和酒店居住长短对系统使用有最显著的影响。

研究原创性/价值

本论文首次检验酒店互动性系统的真实使用情况, 因此对科技使用文献有显著价值。本论文还全面检验了一系列酒店营销因子, 从理论和实践角度来检验互动系统使用情况, 延展了之前对系统感知和消费者特性的理解。

关键词:互动科技、实际科技使用、酒店、逻辑回归

纸张类型

研究论文

Details

Journal of Hospitality and Tourism Technology, vol. 10 no. 2
Type: Research Article
ISSN: 1757-9880

Keywords

Article
Publication date: 14 November 2016

Ana Brochado, Paulo Rita and Ana Margarido

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…

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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.

Details

Journal of Hospitality and Tourism Technology, vol. 7 no. 4
Type: Research Article
ISSN: 1757-9880

Keywords

Article
Publication date: 14 October 2014

SoYeon Jung, Jungsun (Sunny) Kim and John Farrish

– 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.

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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.

Details

Journal of Hospitality and Tourism Technology, vol. 5 no. 3
Type: Research Article
ISSN: 1757-9880

Keywords

Book part
Publication date: 14 October 2019

Georgina Lukanova and Galina Ilieva

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…

Abstract

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.

Details

Robots, Artificial Intelligence, and Service Automation in Travel, Tourism and Hospitality
Type: Book
ISBN: 978-1-78756-688-0

Keywords

Article
Publication date: 21 March 2023

Tevfik Demirciftci, Anil Bilgihan, Mehmet Erdem and Seyhmus Baloglu

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…

Abstract

Purpose

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.

Design/methodology/approach

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.

Findings

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.

Practical implications

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.

Originality/value

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.

Details

Journal of Hospitality and Tourism Insights, vol. 7 no. 1
Type: Research Article
ISSN: 2514-9792

Keywords

Article
Publication date: 16 March 2012

Anil Bilgihan

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…

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Abstract

Purpose

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.

Design/methodology/approach

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

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.

Originality/value

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.

Details

Journal of Hospitality and Tourism Technology, vol. 3 no. 1
Type: Research Article
ISSN: 1757-9880

Keywords

Article
Publication date: 10 July 2019

Mehmet Erdem, Hilmi A. Atadil and Pelin Nasoz

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…

Abstract

Purpose

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.

Design/methodology/approach

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.

Findings

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.

Practical implications

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.

Originality/value

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.

研究目的

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。

研究设计/方法/途径

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

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。

研究实践意义

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。

研究原创性/价值

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。

关键词

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

Details

Journal of Hospitality and Tourism Technology, vol. 10 no. 3
Type: Research Article
ISSN: 1757-9880

Keywords

Article
Publication date: 29 August 2023

Jungsun (Sunny) Kim, Mehmet Erdem and Boran Kim

The purpose of this study is to explore whether five factors drawn from the unified theory of acceptance and use of technology (UTAUT) and UTAUT2 significantly influence…

Abstract

Purpose

The purpose of this study is to explore whether five factors drawn from the unified theory of acceptance and use of technology (UTAUT) and UTAUT2 significantly influence customers' intention to use hotel in-room voice assistants (VAs). It further examined culture as a moderator of the relationships between the five factors and customers' intention to use.

Design/methodology/approach

The authors collected data from US and Singapore to examine cultural differences in customer acceptance of in-room VAs. All hypotheses were tested via structural equation modeling and multi-group analysis.

Findings

The results showed that performance expectancy, social influence and hedonic motivation significantly affected customers' intentions to use in-room VAs, while effort expectancy and facilitating conditions did not. The results confirmed that culture did not play a substantial role in moderating the relationships between these factors and intentions to use.

Research limitations/implications

This study established that the instrument and structural paths in the research model were equivalent across two samples from different countries. The findings may not generalize to other countries as the data arises from customers in the US and Singapore.

Practical implications

The findings provide important implications for hotel operators and vendors seeking to enhance customer acceptance of in-room voice technology.

Originality/value

This study addresses the gaps of extant research by developing and testing a research model to better understand the influential factors of in-room VA adoption within the hotel domain.

Details

Journal of Hospitality and Tourism Insights, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2514-9792

Keywords

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