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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.

The purpose of this paper is to understand the impact service innovation has on customers' choices within the hotel and leisure industry. The paper also discusses the influence of the creation of new services on both service development and operational strategy.

The analysis is based on a national survey of approximately 1,000 travelers in the United States, using a web‐based data acquisition approach. The travelers are segmented by reason of travel (business or leisure), and discrete choice analysis is applied to model customer preferences for various hotel service innovations.

Overall, the study finds that service innovation does matter when guests are selecting a hotel, with type of lodging having the largest impact on a customer's hotel choice. In addition, service innovation is found to have a larger influence on choices when guests are staying at economy hotels rather than mid‐range to up‐scale hotels. Also, leisure travelers were found to be more influenced by innovative amenities such as childcare programs and in‐room kitchenettes than business travelers.

The understanding of customers' choices allows managers to better design their service offerings and formulate corresponding operational strategies around customer needs.

This paper examines the addition of innovation to the hotel service concept and is an excellent tool for managers deciding on which innovations to implement.

This research aims to investigate how Chinese leisure travelers value hotel amenities when they book hotel rooms in Hong Kong.

The research method was based on a conjoint analysis approach. Conjoint models were developed to determine how people make decisions and what they really value in products or services.

Price had the highest average importance value, followed by airport/local area shuttles, wireless internet, breakfast and quality of coffee/tea. Price, airport/local area shuttles and wireless internet were rated as being relatively more important than breakfast and quality of coffee/tea.

This research has some limitations in terms of the generalizability of its findings to all hotels and travelers. First, only four hotel amenities were considered. Second, the research focused on Chinese leisure travelers staying in hotels in Hong Kong. Finally, the sample only consisted of leisure travelers.

This research shows that providing complimentary breakfast and free access to quality coffee/tea when a hotel already provides a shuttle service and free wireless internet does not add much value to the overall hotel product from the customer’s point of view. Moreover, it provides insights into how hotel professionals can customize and select the amenities they provide to impress their customers.

This research has significant implications for hotel managers’ efforts to formulate and implement strategies or tactics in their daily operations or long-term plans through the selection of hotel amenities.

The study aims to provide a comparative analysis of diverse challenges faced by different categories of hotels during the adoption of technological innovation. It also examines the role of technological innovations in enhancing the customer experience from a practitioner’s perspective.

Qualitative research is used to better understand the prevailing trends and execution challenges, using the interview method of collecting data. The sample includes owners and senior managers responsible for managing the property.

Indian hotels have lagged behind in technology adoption compared with their western counterparts, though the situation is now changing. The paper highlights the positive impact of technological innovation on customer experience and also identifies constraints in adopting technological innovations.

All hotels participating in this study were selected from a single region of India. Hence, the results may not be a true representation of comparable hotels nationwide.

Findings of this study enable hotel managers and owners to appreciate the role of technological innovation as a differentiator and to understand a variety of nuances associated with technological innovation. Understanding of these dimensions will enable them to take cautious decisions about allocating resources for technological innovation and also to ensure that their customers are being offered maximum value-for-money.

The study was conducted in a developing economy where technological innovation is at a relatively early stage. This study explores its objectives from a practitioner’s perspective.

The purpose of this study is to determine the satisfaction of the guests who stay at hotels offering technology-supported products and services related to the services and products they receive by using the opinion mining technique.

In this research, 12,396 customer reviews on booking.com related to ten hotels belonging to a hotel chain using technology-supported products were evaluated with aspect-based sentiment analysis techniques.

As a result of this study, it has been determined that using technology in hotel businesses creates a positive impression on customer satisfaction. It has been determined that the enrichment of standard hotel business products such as beds and room lighting with technology, in a way that will not be very costly, affects the guests. In addition, it is interesting that technological features such as robots and room service robots, which are called “High & Technology” in this study, are evaluated by customers in the service process.

The hotel managements have the opportunity to evaluate the services we offer by analyzing their online comments and to see their own image from the eyes of the guests. Hotel businesses must learn about customer expectations for technologies with high investment costs. This study, which analyzes online customer reviews, enables tourism businesses that offer technology-supported products and services and invest in technology in service delivery, to understand how customers evaluate the service.

In this study, customer reviews of a hotel group operating in many countries belonging to a hotel group that enriches its standard products with technology and provides service with the concept of a “smart hotel” were examined. This study contributes to the understanding of customers' experience of using technological products in hotel businesses. This study contributes to the literature on customers' satisfaction with technological hotel products and services and the decision of hotels to invest in technology.

本研究通过使用意见挖掘技术旨在确定入住酒店的客人的满意度。这些客人接受酒店提供的产品相关的技术支持和服务。

在这项研究中, 使用基于特定方面的情感分析技术评估了 booking.com 上与属于连锁酒店的 10 家酒店相关的 12,396 条客户评论, 这些酒店均使用科技支持的产品。

作为这项研究的结果, 已经确定在酒店业务中使用科技会对客户满意度产生积极的影响。已经确定, 标准酒店商务产品（例如床、房间照明等）的丰富科技以不会非常昂贵的方式影响客人。此外, 客户感兴趣的是在本研究的服务过程中包括机器人和技术特征, 例如客房服务机器人, 作为“高科技”层面。

酒店管理层分析了客人的在线评论, 并有机会评估他们的服务并从客人的眼中看到自己的形象。酒店企业必须了解客户对高投资成本技术的期望。本研究分析了直接体验过的消费者的意见。因此, 研究结果将使决定投资服务技术的酒店企业受益。

在这项研究中, 我们对一家在许多国家经营的酒店集团的客户评论进行了调查。该酒店属于一家酒店集团, 该集团以技术丰富其标准产品, 并以“智能酒店”的概念提供服务。该研究有助于了解客户在酒店业务中使用技术产品的体验。该研究扩展了客户对酒店科技产品和服务的满意度的文献, 以及对酒店投资技术的决策做出贡献。

This study aims to analyze the importance and performance of customer-facing technologies in luxury hotels. The study also assessed differences between and within the four generations in the importance-performance analysis (IPA).

Data were collected using a Qualtrics panel of recent luxury hotel customers in the USA belonging to all four generations. The cross-generational IPA was conducted using t-tests and (ANAOVA).

The IPA matrix concentrated most technology items in either low importance – low performance or high importance – high performance quadrants. One-way ANOVA revealed significant differences between generations on the importance ratings of all technology items except wireless charging power solutions and on the performance ratings of all technology items. Furthermore, post hoc tests indicated that millennials rated luxury technology most favorably among the four cohorts, followed by generations Z, X and Baby Boomers. In addition, significant differences between the importance and performance of many technology items within each generational cohort were observed. Overall, Wi-Fi was unanimously ranked across generations as the most important technology among luxury guests, but it was the only one that scored lower in performance than importance.

The findings of this study contribute to hospitality scholarship in two primary ways: the importance and performance of technology and generational differences. The results advance the understanding of the impact of generational factors on customer-facing technological adoptions in the luxury hotel sector.

Technologies that are pervasive in the home also become vital offerings for hotels. The more pervasive technology, the more a luxury hotel must work to ensure that it performs at optimal levels. Additionally, which technologies are most important to targeted generations are provided so practitioners may budget for their implementation.

This research is a pivotal step forward in unraveling the intricate interplay between generational factors and technological evaluations, providing a foundation for future research and practical applications in a rapidly evolving technological landscape in the hospitality industry.

This paper aims to investigate green buildings and individual productivity, specifically within the context of indoor environmental quality (IEQ) within green certified office buildings. The purpose of the research was to determine how self-assessed productivity levels were influenced by the indoor environment of the office building.

Qualitative data analysis was conducted via semi-structured interviews in two financial services companies (FSCs), both based in green certified office buildings in South Africa. Thematic analysis was conducted to extract common themes from the data. Furthermore, the data were compared to previous research to identify new potential pathways or provide support for existing pathways.

The main findings were that physical components, such as temperature, lighting, ventilation and noise, contribute depending on the respondent to individual productivity, engagement, organisational commitment and psychological wellbeing. Safety, underpinned by location and amenities, was a new component not previously considered that subtly contributed to individual productivity.

The research provides valuable insight into the contributing factors that impact individual productivity within a green certified office building, as previous researchers have yet to reach a consensus on the relationship between individual productivity and IEQ in green certified office buildings.

Based on text content analysis using big data, this study aims to explore differences in guest perceptions of peer-to-peer accommodations before and after COVID-19 to provide suggestions for the development of these properties in China postpandemic.

A guest perception dictionary was established by collecting Ctrip customer reviews of peer-to-peer accommodations. After data cleaning, thematic word analysis and semantic association network analysis were used to explore perceptions and thematic differences before and after COVID-19.

This research constructed a multidimensional framework of guest-perceived values for peer-to-peer accommodation in the context of COVID-19. The findings showed that the emphasis on functionality in peer-to-peer accommodation changed; perceived emotional values associated with peer-to-peer stays were more complex; perceived social values decreased, host–guest interactions were reduced and online communication became a stronger trend; tourist preferences for types of experiences changed, and people changed their destination selections; perceived conditional value was reflected in perceived risks, and the perceptions of environmental health, service and physical risks increased.

This research has constructed a multidimensional framework of tourist perceived value on the basis of peer-to-peer accommodation context and epidemic background and has thus shown the changes in tourist perceived value of peer-to-peer accommodation before and after COVID-19.

To the best of authors’ knowledge, this research constitutes the first attempt to explore the perceptual differences for peer-to-peer accommodations before and after COVID-19 based on an extensive data set of online reviews from multiple provinces of China.

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.