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Article
Publication date: 4 February 2019

Rosanna Leung

The term smartness has been discussed in the academia for many years; prior research has listed numerous advantages and encouraged business entities to implement smart…

4106

Abstract

Purpose

The term smartness has been discussed in the academia for many years; prior research has listed numerous advantages and encouraged business entities to implement smart technologies. However, stakeholders’ knowledge level, support intention and barriers to smart technology have been under investigated. Without the support of stakeholders, smart projects can hardly be implemented. This paper aims to explore the above-mentioned under investigated area and identify the gaps between academia and the hotel industry in Taiwan.

Design/methodology/approach

In-depth interviews were conducted with nine hotel stakeholders in Taiwan with investors, owners, managers, technology suppliers and information technology consultants. Three key areas were focused on: smart hotel definition, expectations from smart hotel and known barriers for implementing smart technologies.

Findings

The definition of smart hotel among all stakeholders was inconsistent. Stakeholders defined a smart hotel according to their role in the organization: revenue boost, service customization, operations effectiveness and in-room automation. However, the key functions of smart technologies, such as interconnectivity and interoperability with business partners’ application (e.g. online travel agencies) and linkage to external Big data for accurate revenue forecast, were not mentioned by the interviewees. In addition, social media monitoring, robots and artificial intelligence were not mentioned during the interview.

Originality/value

This study attempted to identify Taiwanese hotel stakeholders’ perspective on smart hotel and to compare the outcome with academic research. The result indicated that there is a big gap in the definition of “smart hotel” among stakeholders and academia and reflected several barriers that prohibit hotel owners and investors in implementing smart systems.

Details

Tourism Review, vol. 74 no. 1
Type: Research Article
ISSN: 1660-5373

Keywords

Article
Publication date: 10 June 2020

Rosanna Leung

The purpose of this study is to review the past technology in hotel and forecast the future direction of technology adoption in hotels.

1037

Abstract

Purpose

The purpose of this study is to review the past technology in hotel and forecast the future direction of technology adoption in hotels.

Design/methodology/approach

Academic papers not only from hospitality journals but also from technology-related journals were collected and reviewed to propose the future hospitality technology development trends.

Findings

The hospitality software application has moved from local-based to server-based to Web-based to cloud-based platforms. Business data analysis methods have also undergone an evolution from descriptive analysis using historical data to predictive analysis by mining big data collected from the sensors and web-crawlers, which consolidates both commercial data and macro-environment data. Future hotel buildings could provide ambient management that responses to external environments automatically to provide an eco-friendly and cosy environment to hotel guests. Responsive building envelopes, façade systems and autonomous furniture will allow hotel managers to customised the function space layout according to customers’ needs and maximise unoccupied space utilisation.

Originality/value

Reviewed 75 years of IT evolution and forecast future hotel intelligent building with ambient intelligence to provide customizable, eco-friendly and cosy environment for hotel guests.

Details

Tourism Review, vol. 76 no. 1
Type: Research Article
ISSN: 1660-5373

Keywords

Article
Publication date: 11 May 2022

Michael T.H. Lai, Emmy Yeung and Rosanna Leung

Policing activities aim to provide a safe environment for tourists. With the recent major protests that have erupted around the world, and the novel use of excessive…

Abstract

Purpose

Policing activities aim to provide a safe environment for tourists. With the recent major protests that have erupted around the world, and the novel use of excessive police force against protestors, people may wonder if the policing deployment is for destination safety or to deter tourists from visiting. This paper aims to investigate anti-police and pro-police attitudes and tourists' behavioural responses towards a popular destination experiencing an ongoing social movement.

Design/methodology/approach

Data were collected between December 2019 and January 2020 (during the social movement). An online survey with a snowball sampling method was adopted to reach international tourists who were aware of the social movement in Hong Kong.

Findings

The results revealed that an individual with an anti-police attitude was found to be related to cognitive and affective destination images and perceived risks while those holding a pro-police attitude were more concerned with destination images only. No significant correlation was found between attitudes towards policing and travel intention.

Originality/value

This research presents a first attempt to investigate the relationship between tourists' policing attitudes and their behavioural responses during an ongoing social movement in a popular destination city.

Details

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

Keywords

Article
Publication date: 18 October 2022

Dimitrios Buhalis, Peter O’Connor and Rosanna Leung

Building on recent smart hospitality systematic reviews and extensive literature analyses, this paper aims to explore recent developments, themes and issues within smart…

Abstract

Purpose

Building on recent smart hospitality systematic reviews and extensive literature analyses, this paper aims to explore recent developments, themes and issues within smart hospitality. It synthesises existing knowledge, extrapolating forward and contributes to the future development of smart hospitality by serving as a reference to enrich academic/industry discussions and stimulate future research.

Design/methodology/approach

The research examined 8 recent review articles on smart hospitality and tourism and extracted 145 articles in peer-reviewed sources from Web of Science focussed on smart hospitality. These publications supported in-depth analysis to explore the body of knowledge and develop foresight for the future of smart hospitality within business ecosystems at tourism destinations. It synthesises knowledge and provides the basis for the development of a comprehensive in-depth research agenda in smart hospitality innovations as well as the formulation of agile hospitality ecosystems.

Findings

This paper illustrates that smart hospitality introduces disruptive innovations that affect the entire hospitality ecosystem. Smart hospitality takes advantage of smart cities and smart tourism towards establishing agile business ecosystems in networked destinations. Having reviewed the existing literature, the study developed a conceptual framework and introduced a comprehensive future research agenda. This includes the drivers of smart hospitality, namely, customer-centricity, personalisation, individualisation and contextualisation; marketing-driven hospitality excellence and metaverse; as well as operation agility, asset strategy, talent management and supplier interoperation. It also identified the foundations that provide the infostructure for smart hospitality, including ambient intelligence, big data, processes and sustainability, providing the capability blocks to co-create value for all stakeholders in the hospitality ecosystem.

Originality/value

This study conceptualises smart hospitality as a disruptive and innovative power that will affect the competitiveness of hospitality and tourism organisations as part of a comprehensive ecosystem. It identifies the key stakeholders and explores how they can take advantage of emerging developments. This paper proposes the drivers and foundation for future research on smart hospitality. The research provides a conceptual synthesis of the literature and the concepts that have been elaborated. The foundations are effectively the infostructure that enables the drivers to add value to different stakeholders. Key issues are identified to stimulate further research on the area to support smart hospitality development and adoption.

Details

International Journal of Contemporary Hospitality Management, vol. 35 no. 1
Type: Research Article
ISSN: 0959-6119

Keywords

Open Access
Article
Publication date: 10 May 2022

Rosanna Leung

This study investigates human behavior, specifically attitude and anxiety, toward humanoid service robots in a hotel business environment.

Abstract

Purpose

This study investigates human behavior, specifically attitude and anxiety, toward humanoid service robots in a hotel business environment.

Design/methodology/approach

The researcher adopted direct observations and interviews to complete the study. Visitors of Henn-na Hotel were observed and their spatial distance from the robots, along with verbal and non-verbal behavior, was recorded. The researcher then invited the observed hotel guests to participate in a short interview.

Findings

Most visitors showed a positive attitude towards the robot. More than half of the visitors offered compliments when they first saw the robot receptionists although they hesitated and maintained a distance from them. Hotel guests were also disappointed with the low human–robot interaction (HRI). As the role of robots in hotels currently remains at the presentation level, a comprehensive assessment of their interactive ability is lacking.

Research limitations/implications

This study contributes to the HRI theory by confirming that people may treat robots as human strangers when they first see them. When a robot's face is more realistic, people expect it to behave like an actual human being. However, as the sample size of this study was small and all visitors were Asian, the researcher cannot generalize the results to the wider population.

Practical implications

Current robot receptionist has limited interaction ability. Hotel practitioners could learn about hotel guests' behavior and expectation towards android robots to enhance satisfaction and reduce disappointment.

Originality/value

Prior robot research has used questionnaires to investigate perceptions and usage intention, but this study collected on-site data and directly observed people's attitude toward robot staff in an actual business environment.

Details

International Hospitality Review, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2516-8142

Keywords

Article
Publication date: 13 April 2015

Rob Law, Rosanna Leung, Ada Lo, Daniel Leung and Lawrence Hoc Nang Fong

The purpose of this paper is to reexamine several issues about disintermediation from the perspectives of tourism product/service suppliers (hotels) and traditional…

12917

Abstract

Purpose

The purpose of this paper is to reexamine several issues about disintermediation from the perspectives of tourism product/service suppliers (hotels) and traditional intermediaries (travel agencies), considering the move of the current distribution landscape toward disintermediation. Internet and mobile technologies offer various tools for consumers to search and purchase products/services from suppliers directly. Consequently, the necessity and role of traditional intermediaries in the industry become questionable.

Design/methodology/approach

In all, six focus group interviews were conducted to collect primary data from ten managers of three traditional travel agencies and 11 managers from three business hotels in Hong Kong, which is a major travel destination in Asia with many world-class hotels and tourism facilities.

Findings

Despite their different business backgrounds, the interviewees agreed on the increasing importance of Internet technology in the distribution of tourism products. The interviewees also posited that traditional travel agencies are still needed to serve certain customer groups, albeit their role may have little importance.

Practical implications

Practitioners should adapt to technologically induced changes to remain competitive in the e-business era.

Originality/value

This paper provides several original contributions. First, this paper supplements the extant literature by revealing how modern practitioners perceive disintermediation in the tourism and hospitality industry. Second, this paper is the first to investigate the disintermediation issue from the perspectives of tourism product/service suppliers and intermediaries. Finally, this paper provides a reference for industry practitioners to establish adequate strategies that take advantage of Internet technology.

Details

International Journal of Contemporary Hospitality Management, vol. 27 no. 3
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 31 May 2011

Crystal Ip, Rosanna Leung and Rob Law

In order to enhance operational efficiency, improve service quality and reduce costs, practitioners in the hospitality industry have widely adopted and implemented…

15610

Abstract

Purpose

In order to enhance operational efficiency, improve service quality and reduce costs, practitioners in the hospitality industry have widely adopted and implemented information and communication technologies (ICTs) in their businesses. Understanding what has been done and how ICTs have performed in the past and are performing in the present could assist practitioners and researchers in identifying research gaps and formulating future plans. This paper aims to address these issues

Design/methodology/approach

This study analyzed 88 full-length ICT-related research articles that were published in the period 1999-2008 in eight leading hospitality journals. The research focuses on all selected articles were in suppliers ' perspectives, and each article was analyzed by content analysis.

Findings

Seven dimensions were formed after content analysis including human resources and training, security, reservation, revenue management, marketing, guest services, as well as strategic and operational management. Published articles were comprehensively overviewed on ICT usage in suppliers ' perspectives. In this paper, suppliers refers to the providers of hospitality services.

Research limitations/implications

The major limitation of this study is the inclusion of only eight leading journals. Nevertheless, findings should be of use to researchers and practitioners to understand various ICT applications in the hospitality industry.

Originality/value

A major contribution of this paper is its comprehensive review of previous studies and their contributions to hospitality. Future research areas on ICT development and implementation in suppliers ' perspective are also offered.

Details

International Journal of Contemporary Hospitality Management, vol. 23 no. 4
Type: Research Article
ISSN: 0959-6119

Keywords

Content available

Abstract

Details

International Journal of Contemporary Hospitality Management, vol. 23 no. 4
Type: Research Article
ISSN: 0959-6119

Content available
Article
Publication date: 13 April 2015

Fevzi Okumus

235

Abstract

Details

International Journal of Contemporary Hospitality Management, vol. 27 no. 3
Type: Research Article
ISSN: 0959-6119

Content available
Article
Publication date: 4 February 2019

Chulmo Koo, Luiz Mendes-Filho and Dimitrios Buhalis

1095

Abstract

Details

Tourism Review, vol. 74 no. 1
Type: Research Article
ISSN: 1660-5373

1 – 10 of 17