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In-room technology trends and their implications for enhancing guest experiences and revenue

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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.

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... According to a study, 84% of consumers can reserve a hotel room if that hotel provides free wi-fi (Connolly and Kim, 2019). A survey of hospitality managers carried out by Jung et al. (2014) revealed that GRT technology improved customer satisfaction in three years. ...
... For instance, one five-star hotel implemented it for its room services department, which allows guests to order through a tablet. After implementing this system, the hotel's room service department increased its revenues by 13% (Jung et al., 2014). Some hotels also offer in-room game systems in their rooms. ...
... Not all guestroom technology application and initiatives are equal across the hotel industry. Implementation rates of GRT are directly related to a hotel's classification and dimensions (e.g. luxury vs mid-range; small vs large) (Jung et al., 2014). Siguaw et al. (2000) also stated that the number and variety of technologies depend on the hotel segment, lodging type and property size. ...
Article
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.
... Smart lights and smart air conditioners can automatically adjust lighting and air-conditioning, which, in turn, reduces energy consumption (Leung, 2019). Jung et al. (2014) and Makki et al. (2016) found in-room and hotel reservation mobile apps positively influence the financial performance of hotels. A hotel's profitability is highly dependent on its occupancy rate. ...
... Hotel managers found mobile apps to be a low-cost and effective platform for enhancing customer awareness and reaching potential customers (Law et al., 2015). Furthermore, the hotels can enhance customer experience and reduce operational costs by using mobile apps for unlocking guestroom doors, performing check-in/out, making reservations, and adding loyalty points (Jung et al., 2014). ...
... Smart systems, mobile apps, robots, and self-service technologies also enhance the customer experience by providing a convenient process (Leung, 2019;Wei et al., 2017). Mobile apps offer convenience and reduce waiting time in queues by providing online check-in and check-out (Jung et al., 2014); they also offer in-room technology control (lights, TV, thermostats, etc.), ease service reservations, such as spa, restaurant, and room reservations, and provide real-time personal services, such as laundry pick up and housekeeping services, order room amenities, and any other special requests (Gibbs et al., 2015). Moreover, Lei et al. (2019) argued that mobile apps facilitate innovation, service recovery at the individual level, and understanding of customer needs and wants and, consequently, help hotels to avoid repeating mistakes and enhance customers' future stay ...
Article
This study aims to review and synthesise the contributions of disruptive digital technologies to hotel performance. A sample of 3,914 articles was extracted from the Web of Science and Scopus databases. After screening by two content assessors, a total of 79 articles related to the applications and adverse impacts of digital technologies in the hotel industry were identified and reviewed. The study synthesised the literature on the contributions of various technologies to six hotel performance dimensions: financial, competitiveness, quality of service, resource utilisation, flexibility, and innovation. The directions for future studies were suggested based on the identified gaps in existing studies. The study contributes to the literature by synthesising and giving structure to what we know about the applications of disruptive digital technologies in the hotel sector and suggests future research directions.
... Hotel customers hold different needs and preferences for technological products and services before and during their hotel stay, which can be supplemented by their technological skills. Consequently, hoteliers must ascertain the common level among those skills and the suitable technological amenities and systems that maximize the needs of customers and minimize hotel resource investments (Jung et al., 2014). ...
... Cobanoglu et al. (2011) mentioned the positive influence of the in-room technologies of the Voice over Internet Protocol service, pay-per-view, voicemail/messaging, game systems, and universal battery charges on customer satisfaction. Therefore, hotel segments, particularly luxury, upscale, and mid-sized hotels, should create mobile applications (Jung et al., 2014). Kucukusta (2017) reported that Chinese travelers staying at hotels in Hong Kong identified wireless Internet as the third most important hotel attribute compared with price and airport/local area shuttles. ...
... Regardless of the cost and modernity of the technology invested in a hotel and the extensive adoption of such technology for its operations and service experiences, customers should be educated on its use and benefits. Additional financial resources must be allocated for improved security and services (Jung et al., 2014). Customers should constantly and conveniently benefit from hotel facilities and services via technologies with prompt services with the least resistance (S. ...
Article
This study examines the interaction effect of past experience and education level on the perceived usefulness of hotel technology. This study also investigates the influence of the perceived usefulness of hotel technologies, such as artificial intelligence, robotics, and service automation, on the behavioral intention of customers through their past experience. A total of 301 international tourists participated in this study. Results show that the past experiences and education level of tourists exhibit an interaction effect on the perceived usefulness of hotel technologies in terms of understanding and answering questions, providing accurate information, and communicating through various languages. The perception of technology adoption tends to show the commonality for the inexperienced tourists regardless of education level. However, such a perception fluctuates among experienced tourists with increased educational level, particularly among the graduate group. In addition, the effect of the perceived usefulness of hotel technologies on behavioral intention is stronger for experienced hotel customers than for inexperienced ones. Academic and managerial implications are also discussed for future research development.
... Much like the concept of SmartTV, in this case what is offered to the guest is to have mobile devices such as tablets, laptops, game consoles, etc. Today, it is a trend with very low impact (Jung et al., 2014), thus it will be necessary to analyze whether it evolves.  TV channel management. ...
...  Music. From the piped music systems typical in hotels a few years ago, to more complex systems that combine music provided by the property with the possibility that customers can play their own music by connecting their own music sources, these technologies are a current trend in high-end hotels (Bilgihan, 2012), and are in the process of generalization (Jung et al., 2014). ...
... An important variable in these systems is the integration process, so that all the configurable parameters of the room (i.e., temperature, lighting, audio and video, etc.) can be controlled from a single point, providing a better customer experience and at the same time making more efficient use of energy resources (Howe, 2010). Hotel managers expect this trend to become common in coming years (Jung et al., 2014).  Safebox. ...
... Guest room technologies (GRTs) are the technologies that are designed to offer a more homelike, comfortable and secure environment for guests. GRTs include, but are not limited to, electronic locks and safe, entertainment systems, temperature control, wireless high speed internet access (HSIA), video gaming on demand, internet on TV, voice mail and an electronic check-out system (Bilgihan et al., 2010;Jung et al., 2014;Leung and Law, 2013). ...
... Not surprisingly, some hospitality researchers emphasize that technology should be embraced as an integral part of a hotel guest's experience (Bilgihan et al., 2010;Van Hoof et al., 1995). Yet, several hospitality studies report controversial findings about the benefits of using guest-oriented technologies (Bilgihan, 2012;Cobanoglu et al., 2011;Jung et al., 2014). We argue that these controversial findings are caused by a misconception that all hotel guests are homogenous with respect to their attitudes and perceptions about technology, especially GRTs. ...
... He concluded by suggesting ways to increase cost savings and achieve improved sustainability. Jung et al. (2014) carried out a study that concentrated on GRTs as well. The authors of the study wanted to identify GRTs' trends and offer a point of reference for hoteliers to understand the impact of GRTs on business performance. ...
Article
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.
... Several studies have shown the need for understanding what guests truly want in order to achieve a higher level of guest satisfaction (Howell et al., 1993; Skogland and Siguaw 2004). However, only a few studies, thus far, have examined the impact of technological amenities on hotel guest experiences/satisfaction (Cobanoglu et al., 2011;Usta et al., 2011;Jung et al., 2014), including one study that revealed that some new technologies are not appreciated by guests (Bilgihan et al., 2011). None of the studies have evaluated whether preferences vary according to guests' profile. ...
... A related study showed that the most popular in-room technologies currently used by hotels include free HSIA in the room, flat panel high definition TVs, docking stations for mobile devices and pay-per-view (PPV) in-room movies. However, what is interesting is that only docking stations were found to be important to improving guest experiences (Jung et al., 2014). According toUsta et al. (2011), the five technological attributes associated with the highest satisfaction are in-room telephones, electronic key cards, in-room temperature control, remote control TVs and good lighting by which to read/work. ...
... The present study examines the upscale hotel segment, that is, hotels with four to five stars in Portugal, because they already have sophisticated technology and because the owners of these hotels are looking to new technology as a way to be competitive in an ever-changing world. According to a study byJung et al. (2014), upscale or luxury hotels are 18.2% more likely to implement hotel technological amenities than economy hotels are over the next three years, in order to increase their quality of service and, consequently, meet their guests' expectations. ...
Article
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.
... Social media platforms were shown to influence hotel sales growth and financial performance through electronic word-of-mouth (Garrido-Moreno et al., 2020). The adoption of mobile booking apps in hotels has also been seen to streamline both operations and the booking process (Jung et al., 2014). ...
... Fewer studies in hospitality explore the influence of digital technologies on customer experience, something that is attested to by Kim and So's (2022) analysis of about two decades of customer experience research in hospitality. For example, Jung et al. (2014) found that hotels can improve the guest experience by using mobile apps for various tasks such as unlocking room doors. In addition, research has shown that frontline robots influence guests' perceived performance (Belanche et al., 2020a), intention to recommend (Belanche et al., 2021), loyalty intentions, and guest spending (Schepers et al., 2022). ...
Article
Full-text available
Digital transformation has emerged as a critical necessity for hospitality, a sector that traditionally prioritizes human interaction and personalized experiences. While prior research has explored the impact of digital technologies on the realized guest experience, there is a lack of work that studies their influence on the intended guest experience, as designed by hoteliers. Drawing on existing literature on customer experience management and digitalization in hospitality, this research aims to understand the psychological mechanisms by which digital technologies enhance the intended digitalized guest experience. We conducted two qualitative studies, involving 22 hotel professionals and 18 consumers. By consolidating these different theoretical and practical perspectives, we propose a conceptualization of the intended digitalized guest experience and present an integrative framework that includes the mediating and reciprocal role of consumer‐ and professional‐based psychological mechanisms, along with antecedents, outcomes, and contingency factors. These findings have practical implications for hotel professionals, enabling them to leverage appropriate digital strategies for successful guest experiences. The article concludes with specific recommendations to managers on how to design a unique guest experience. These recommendations include designing a game‐like experience, developing “care” as a new source of digital value creation, and providing training to the staff to enhance their creativity.
... Like hotels, a lock on the bedroom adds customers' confidence (Yu et al., 2020). Hotels alike, the main in-room technologies of Wi-Fi and the Internet are in Airbnb listings (Jung et al., 2014). In lodging industry, social interaction becoming more important in the contribution of the satisfaction towards Airbnb, especially in the absence of front desk as in hotels (Mauri et al, 2018). ...
... This is similar to findings by Tussyadiah & Zach (2015) and Yu et al. (2020). Similarly, Jung et al., (2014) emphasized on technology on personal security, where some the Airbnb listings had provided a 'lock on bedroom door' and offer a 'safety card', thus offering safety and security to customers. As for the host interaction, in descending order, the respondents agreed as follow: friendly host and helpful during the stay (M: 4.39 SD: 0.815); host interaction through social media before the stay (M: 4.27 SD: 0.851); host greet and give a tour upon arrival (M: 4.26 SD: 0.898); and quality interaction rather than needful interaction (M: 4.23 SD: 0.970). ...
... The hotel industry is not free from the penetration of new technologies [2]. Novel technologies began to be employed at hotels in the form of chatbots, delivery robots, mobile service requests, digital concierges, voice controls, and many others [3][4][5]. Likewise, Amadeus and InterContinental Hospitality Group [6] introduced the rise of tech-augmented hospitality and asserted that the operational advances incorporating technologies should be adopted to capitalize customers' ever-growing various expectations. ...
... Studies of advanced technologies from the customer's perspective in the hospitality and tourism context have been confined to the adoption or technology readiness of one particular type of technology such as a service robot [17,18], a control system [19], a mobile application [20], in-room technology [4], and self-service technology (SST) [21,22]. In addition, since smart hotels are uncommon to some extent, little evidence exists regarding what constitutes a smart hotel in forming consumers' perceived performance as a whole and its impact on individual responses such as attitude and word-of-mouth intention. ...
Article
Full-text available
Many recent studies with the topic of innovative technologies have been executed in the viewpoint of adoption/readiness of one specific cutting-edge technology in the hospitality industry. Unlike with the existing studies, the present research comprehensively dealt with consumers’ perceived performance of a smart hotel and explored its influence on the formation of attitude and word-of-mouth intention. Furthermore, this study encompassed drivers of technology readiness (optimism and innovativeness) as critical moderators. Our analysis results confirmed that the perceived performance of a smart hotel is essential in generating individuals’ favorable attitudes and positive word-of-mouth intentions. The moderating roles of optimism and innovativeness were also found in the link between perceived performance and attitude. Theoretical value and managerial contributions were discussed through unpinning the structural relationships among study variables in the smart hotel context.
... In order to create a more comfortable environment for customers, hotel operators have implemented 'in-room technology' amenities including electronic locks and safes, alarm clocks, desktop computers, entertainment systems, climate control systems, and mini-bars (Collins, Cobanoglu, Bilgihan, & Berezina, 2008). Free high-speed Internet access (HSIA) in the room, flat-panel high-definition TV (HDTV), docking stations for mobile devices and pay-per-view (PPV) movies were found to be the most common installed in-room technology amenities in hotels (Jung, Kim, & Farrish, 2014). ...
... Internet usage is one of the most common technologies in the accommodation industry. 95.73% and 40.04% of Airbnb listings are covered with 'Wi-Fi' and 'Internet' (Figure 3 and Appendix A), whereas high-speed Internet access (HSIA) was identified as one of the most important and popular in-room technologies in hotels (Jung et al., 2014). AAA Diamond Rating shows that different types of Internet provision were required including one to three diamond hotels with basic wireless Internet and four to five-diamond hotels with superior Internet speed and capacity (American Automobile Association, 2018). ...
Article
Full-text available
The purpose of this study is to investigate Airbnb listings’ amenities relative to hotels. Social network and Multi-Dimensional Scaling (MDS) analyses were used to cluster Airbnb amenities. Seven clusters were identified and compared with hotels including safety, check-in service, public area, pet-friendly, home benefit, accessibility, and other amenities. The key differences in amenities are influenced by the different legal and safety regimes that hotels and Airbnb are subjected to, the flexibility versus standardization of amenities and home-based amenities. The findings indicate that the flexibility of amenities that Airbnb offers is a challenge to common practices in the traditional hotel accommodation sector. The research extends on the growing peer-to-peer accommodation literature by focusing on amenities instead of the more commonly conducted guest surveys. It contributes to debates on whether hotels and Airbnb compete with each other on the same legal and safety playing field.
... In establishments where business travellers comprise the largest market segment, the importance of ICT investments for the experience of hotel product/service is much more emphasised (Yeh et al. 2005;Karadag and Dumanoglu 2009).Ruiz-Molina et al. (2011)provided several ICT solutions that can enhance the customer experience in the hotel product in Spain, these include; digital satellite TV, cable TV, interactive TV, LCD screen and touchscreen. Moreover,Jung et al. (2014)found that installing specific in-room ICT can have a significant effect on enhancing the customer experience and increasing revenue.Velázquez et al. (2015)found significant relationships between ICT use and overall satisfaction with the hotel.ICT may be used strategically by hotels to acquire a deep understanding of the needs, preferences and behaviours of their customers regarding products/services (Ruiz-Molina et 61 al. 2011). The hospitality industry widely relies on ICT to manage its marketing information to improve their products/services(Leong 2001;Wong and Law 2005). ...
... Mihalič and Buhalis (2013); Murphy (2013);Jung et al. (2014);Berné et al. (2015);Buhalis and Mamalakis (2015);Mihalič et al. (2015).Market measuresMarket shareAlKhattab and Aldehayyat (2011);McManus (2013);Schegg and Scaglione (2013);Berné et al. (2015);Scaglione and Schegg (2015).Occupancy rate Toh et al. (2011); Sun et al. (2015).Consumer measures Service qualityLee et al. (2003);Sigala (2005);Benitez et al. (2007);Kim and Ham (2007); Kim et al. (2008a); Al-Rousan (2010); Al Khattab and Aldehayyat (2011); Emir and Kozak (2011); Šerić and Gil-Saura (2012); Boon et al. (2013); Šerić et al. (2014); Chevers (2015). New customers McManus (2013); Richard (2013). ...
Thesis
Purpose – This thesis proposes to address the research gap of understanding the relationship between ‘Information Communication Technology (ICT)’ and ‘marketing performance’ in upscale hotels in Jordan. Design/methodology/approach – Extensive literature that links both ICT and marketing performance forms the framework of this research. This research examines the level of ICT usage by hotels as well as their marketing performance to support the theoretical framework that can be used for practical application in the hospitality industry and provides direction for both practising managers and theoreticians. The quantitative survey technique, using structured closed questions, was the main method applied to test the theoretical framework and all of its hypotheses as well as to provide answers to all the research questions. The quantitative survey was undertaken of 61 Jordanian hotels in Amman, Aqaba, the Dead Sea and Petra over the time period from May to July 2013. The senior managers including CEOs, managing directors, and general managers or marketing directors of the hotels, who are responsible for making decisions regarding the hotel marketing activities, were selected to provide the primary data regarding the use of ICT in their hotels and their marketing performance. Findings – The findings demonstrate that the majority of Jordanian hotels have a high level of ICT adoption, however, the integrated (i.e. interconnectivity) level and the usage level of ICT are significantly less. Moreover, the availability, interconnectivity and the usage extent of ICT vary according to the size of the hotel, star-rating, and the experience of hotel management in ICT. The findings also suggest that Jordanian hoteliers are to some extent satisfied with their marketing performance and particularly with the financial aspect of marketing performance. Additionally, the results exhibited important differences in the contribution that each technology makes to the marketing performance. For example, the electronic-points-of-sales systems (EPOS) and the booking-enabled hotel Website are the highest individual ICT systems that impact the marketing performance. Finally, the invention measures (e.g. the ability of launching new products/ services) are the most affected aspect of marketing performance when adopting interconnected ICT systems in hotel establishments. Practical implications – There are multiple areas and issues that need to be considered in making and implementing ICT investment decisions if they are to contribute to the hotel marketing performance. Hotel companies need to be selective in their ICT adoption decisions and look at each ICT system from the marketing management perspective. The Electronic Distribution Systems (e.g. Booking-Enabled Website), and Hotel Front-Office Systems (e.g. PMS) are some of the most differentiating technologies, which may be implemented by 3-, 4- and 5-star hotels to improve marketing performance, especially; the non-financial aspects of marketing performance (e.g. the ability to launch new processes and services and the perceived quality of these processes and services). Originality/value – This is one of the first studies in the hospitality field that offers practical evidence on how ICT systems affect the marketing performance. This research identifies the most discriminating ICT solutions across three, four, and five-star hotels, and discusses their potential for improving marketing performance. It also provides recommendations for Jordanian hotels to improve their marketing effectiveness by using the appropriate technologies in the hospitality industry.
... The above mentioned issues have so far been mostly set aside by ICT developers in the pursuit of short-term profits attributed to increased technology sales or due to the sustained novelty effect assigned to technology use in tourism (Gronflaten, 2009;Guttentag, 2010;Jung, (Sunny) Kim, & Farrish, 2014;Szutowski, 2018). As part of a solution, mostly technical approaches to particular elements of ICT design have been examined (Ballagas et al., 2007;Chiu & Leung, 2005;Manes, 2003;Paganelli, Bianchi, & Giuli, 2007;Petersen & Kofod-Petersen, 2006) or the ICT shortcomings have been partially addressed with the improvement of system's quality and its technical reliability, interacting capabilities, or the service itself (Stankov, Filimonau, & Slivar, 2018). ...
... The above mentioned issues have so far been mostly set aside by ICT developers in the pursuit of short-term profits attributed to increased technology sales or due to the sustained novelty effect assigned to technology use in tourism (Gronflaten, 2009;Guttentag, 2010;Jung, (Sunny) Kim, & Farrish, 2014;Szutowski, 2018). As part of a solution, mostly technical approaches to particular elements of ICT design have been examined (Ballagas et al., 2007;Chiu & Leung, 2005;Manes, 2003;Paganelli, Bianchi, & Giuli, 2007;Petersen & Kofod-Petersen, 2006) or the ICT shortcomings have been partially addressed with the improvement of system's quality and its technical reliability, interacting capabilities, or the service itself (Stankov, Filimonau, & Slivar, 2018). ...
Article
Tourism industry practitioners should understand the controversial nature of the information and communication technology (ICT) proliferation to ensure that ICT solutions do not consume too much of consumer attention, thus jeopardising enjoyment of tourism services. The concept of calm technology or calm design serves this purpose. Calm design suggests that technology should quietly recede in the background and come into play with users when and if required, thus delivering and/or enhancing a desired consumer experience. Although this concept is of relevance to e-tourism, it has never been considered within. This is where this paper contributes to knowledge as, for the first time, it introduces calm design into the e-tourism realm and critically evaluates the determinants of its broader adoption within the tourism industry. It places calm design in the e-tourism context, discusses its implications for customer service management, supply chain management and destination management, and discloses opportunities for future research.
... Performance management. Mobile technologies also significantly influence the services offered by hospitality and tourism firms to their customers, which result in higher revenue (Jung, Kim, & Farrish, 2014;Lee, Hwang, & Hyun, 2010). Using secondary data, Makki, Singh, and Ozturk (2016) echoed this view by showing that hotels adopting mobile technologies achieve higher occupancy rates and operating incomes. ...
... Practitioners are more concerned with whether the exploitation and participation in mobile technologies can positively influence organizational performance. The existing literature is not sufficient to answer this question, partly because the causality effect is not well-demonstrated in existing studies despite an overall positive association (Jung et al., 2014;Makki et al., 2016). Thus, future studies are suggested to perform pre-and post-adoption comparison or longitudinal research to confidently attribute the effect of performance improvement to mobile technology usage. ...
Article
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Mobile technology has become a necessity for tourists, both in their daily lives and during their travels. Considering the growing significance of mobile technologies, this study collected and analyzed 92 related articles published in hospitality and tourism journals to examine the state-of-the-art research in this field. The comprehensive review shows that most studies focus on the context of tourism experience and the hotel industry. These studies tend to adopt quantitative research methods and use theories from the field of information system as theoretical foundation. A few research themes are identified from the perspectives of both the suppliers and consumers. An overall disproportionate focus has been given by researchers, with more studies concentrating on consumers than on suppliers. In accordance with the findings of the literature review, a research agenda is proposed to guide future research on mobile technology use in the hospitality and tourism industry.
... In addition, smart gadgets popular in other industries, such as smart mirrors in retail, are also increasingly used in hotel rooms. Jung et al. (2014) argue that in-room technologies can significantly improve the guest experience and boost revenue. As such, to meet consumers' demands and desires in terms of technology, hotel corporations have been offering a variety of automated technologies in hotel rooms (Erdem et al., 2019). ...
Article
Purpose This paper examines guest perceptions and booking responses to robotic furniture in hotel rooms, addressing a gap in existing research on in-room technology in the hospitality industry. Design/methodology/approach Utilizing an extended technology acceptance model, the study examines the impact of aesthetics, functionality and symbolism on guests’ booking intentions. Data were collected through an online survey of 426 participants, employing structural equation modeling for analysis. Findings The results reveal that hotel guests value the potential benefits of robotic furniture more than its mere functional aspect and may be inclined to appreciate it when it translates to tangible benefits and is easy to interact with. Additionally, the aesthetics and symbolic value of the furniture play a crucial role in shaping guests’ perceptions and booking intentions. Practical implications This study advises hoteliers to prioritize intuitive, user-friendly robotic furniture that offers clear benefits like convenience and comfort to boost booking intentions. Marketing should emphasize these practical advantages rather than focusing solely on innovation. Although secondary, aesthetics should still align with the room’s design. The symbolic value of robotic furniture should reflect the hotel’s brand identity, enhancing its appeal to target markets. Originality/value This study expands the application of the technology acceptance model in the context of hotel room design and technology adoption and provides academics and hoteliers with useful insights into integrating innovative technologies in hotel rooms.
... New technologies are becoming continuously handier to households and inevitably they become necessary, while a person is on vacation. It is understandable that tourists want to continue being able to access technologies they have at home (Jung et al., 2014;Singh & Kasavana, 2005) such as high-speed Internet, temperature and lighting control, and entertainment systems. Despite the ascending importance of new technologies in hospitality, there is a shortage of empirical hospitality studies to define the customer demand for technologies (Erdem et al., 2019), and hence there is controversial evidence on whether there should be customer-oriented hotel technologies, or integrated into the whole broad experience offered by the hotel. ...
Article
Full-text available
The tourism industry is very important for the economic growth in some countries and the hotel industry is the backbone of it. The advent of new technologies improves the stay experience of tourists in hotels and the environmental technologies contribute to the reduction of the environmental footprint of the tourist stay. Willingness to pay informs about the consumer surplus and therefore hoteliers, as producers can charge more informed prices for profit maximization. Evidence of high willingness to pay entails that the investment project required to finance the purchase of those technologies will pay back hoteliers if they decide to file for a loan and whether such finance projects pass the cost–benefit analysis test. The study calculates the WTP for each of the five new technologies and three environmental technologies and concludes that the higher prior experience with technologies and higher frequency of overnight spent in hotels increase WTP for all technologies. So does the young age of the consumer, income, and female consumership. These findings can also guide hoteliers to communicate the existence of such technologies in their hotels for marketing purposes and contribute to the formation of customer typologies, based on their demographics of customers.
... (Bilgihan et al., 2011). However, just a few studies have looked into the impact of technological conveniences on hotel guest experiences and satisfaction Jung et al., 2014). Because of how quickly technology advances, it is really important to review technology-focused studies frequently. ...
Article
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As hotels strive to compete for business, technology adoption is critical to enhance the guest experience. In the last decade, we have seen some innovative trends take shape in the hospitality industry. The objective of this study is to assess the impact of technology-based innovations on hotel customer experiences, using a framework of four types of innovation. The study aims to determine which types of innovation are most important to guests, as well as how the value of innovative technology may vary based on demographic factors and trip intent. By achieving this objective, the study seeks to provide insights into how hotels can use technology to enhance guest satisfaction and loyalty. An analysis of popular hotel websites, discussions with hotel managers, and an internet search for the latest technology-driven innovations in hotels were all part of the qualitative phase. A questionnaire for hotel guests was constructed in the quantitative stage, yielding a sample of 631 valid completed questionnaires. Considering a framework that includes four types of innovation (i.e., product innovations, process innovations, enhanced knowledge of the market, and management innovations), this paper examines the impact of existing innovative technologies adopted by hotels on customer experiences and evaluates its potential for improving their stay. This research explores technological innovations perceived by respondents as the five most important technologies to enhance their hotel experience. Based on the four-category typology, the innovations that the guest felt like the most important were process innovations followed by product innovations. Overall, the findings suggest that hoteliers need to keep up with technological advancements to maintain and acquire new guests, but also need to consider differences in guests' wants, needs, and travel patterns.
... With the increasing number of users and greater incursion into people's life, smartphones have the potential to significantly influence the touristic experience (Wang, Park & Fesenmaier 2012). For the firms, mobile technologies also considerably influence the services offered, which result in higher revenue and higher occupancy rates for hotels (Jung, Kim & Farrish, 2014;Makki, Singh & Ozturk, 2016). Embracing these technologies may even motivate higher stock prices of hotels and airlines (Qin, Tang, Jang & Lehto, 2017). ...
Article
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It is widely recognized in the literature that all the steps of the tourism journey, from inspiration to post-travel phase, are being influenced by mobile technologies. The characteristics of mobile and its several Apps revolutionized how tourists plan, experience and share feedback of their trips. Due to the fact that Millennials are very comfortable with technology and devices, this research explores how Portuguese Millennials use their mobile Apps before, during and after their trips. Based on the use of a quantitative research and in view of the fact that it intended to analyze attitudes, intentions and behaviours the data was collected through a questionnaire (Burns & Bush, 2006, Günther, 2006). The convenience sample used consisted of 1200 Portuguese part of the Millenials Generation.
... Currently the hospitality industry is recovering in several areas, the industry is starting to implement new standard operating procedures and adopting technology in conducting services to adapt to this new normal [5]. From the viewpoint of the customer, the hotel industry uses a variety of technologies, including service robots [6], [7], control systems [8], mobile applications [9], in-room technology [10], and self-service technology [11]. There are several advantages to the use of technology in the hotel industry including increased operational effectiveness [12], [13], productivity [14] as well as reduced operational costs [15] and reduced labor costs [16]. ...
... Konaklama işletmelerinde kullanılan teknolojiler yönetim biriminde yöneticilerin misafirlerle iletişimi yüksek şekilde sağladığı ve hizmet sürelerinde artış, hız gözlenmektedir. Akıllı uygulamaların kullanılması, sunulan performans açısından konaklama işletmelerinde misafirlere verilen hizmeti etkileyerek ve kazanılan gelirin artırılması sağlanır (Jung, 2014). ...
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Bu araştırmada konaklama işletmelerinin akıllı otel kavramına bakış açılarını belirlenmesi amaçlanmıştır. Akıllı otel uygulamalarının konaklama işletmelerinde oluşturduğu olumlu olumsuz etkileri belirleme ve Sakarya ilinde faaliyet gösteren 4 ve 5 yıldızlı konaklama işletmelerinde kullanılan akıllı uygulamaları belirlemek bu araştırmanın alt amaçlarını oluşturmaktadır. Araştırmanın örneklemini Sakarya ilinde bulunan 4 ve 5 yıldızlı konaklama işletmeleri oluşturmaktadır. 4 ve 5 yıldızlı otellerin seçiminde amaçlı örnekleme tekniği kullanılmıştır. Araştırmaya fayda sağladığı için bu teknik kullanılmıştır. Araştırmada veriler yarı yapılandırılmış mülakat tekniği ile otel yönetici ve çalışanlarından elde edilmiştir. Araştırmanın verileri analizinde MAXQDA programı kullanılmıştır. Araştırma verilerinden elde edilen bulgular kapsamında, akıllı turizm araç ve uygulamaları konaklama işletmelerinde yaygın olarak kullanılmadığı anlaşılmıştır. Bunun sebebi olarak yüksek maliyeti göstermektedirler. Yapılan görüşmelere göre konaklama işletmelerinin yakın gelecekte değişikliğe gidecekleri sonucu öngörülmektedir. Bu makale yüksek lisans tezinden üretilmiştir.
... Bununla birlikte, araştırmacılar çoğunlukla tüketicilerin mobil uygulamalara yönelik beklentilerini ve deneyimlerin e ilişkin değerlendirmelerini incelemiştir (Chen, Knecht & Murphy, 2015;Kim, 2016;Kim, Mejia & Connolly, 2017, Sarmah Kamboj & Rahman, 2017Lee, 2018, Morasan, 2018Kim, Bae & Jeon, 2019;Lei, Wang & Law, 2019a). Otel yöneticilerinin mobil uygulamalara ilişkin görüşlerini inceleyen çalışma sayısı ise daha kısıtlıdır (Brewer, Kim, Schrier & Farrish;2008;Bertan, Bayram, Ozturk & Benzergil, 2016;Han, Lee, Edvardsson & Verma, 2021;Jung, Kim & Farrish;2014;Kim, Connolly & Blum, 2014). Dolayısıyla, turizm sektörü yöneticilerinin bu konuya ilişkin görüşlerinin incelenmesi, sektörün geleceği açısından kritik öneme sahiptir. ...
Article
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Eğitim, eğlence, sağlık gibi birçok alanda kullanılan mobil uygulamalar, konaklama sektöründe de hızla gelişmeye ve kullanılmaya başlamıştır. Mobil uygulamalar ile ilgili bu hızlı gelişim sonucunda konaklama sektöründe mobil uygulamaların kullanımına yönelik çalışma sayısı da artmaktadır. Ancak, çalışmaların çoğunluğu turistlerin mobil uygulamalara yönelik görüş ve beklentilerini incelemekte olup yöneticilerin bakış açısını inceleyen çalışmalar çok kısıtlıdır. Bu bağlamda, 17 otel yöneticisinden görüşme tekniğiyle derlenen verilerden yararlanarak otel yöneticilerinin mobil uygulamaların kullanımı, içermesi gereken hizmetler ve yönetimsel avantaj ve dezavantajları hakkındaki görüşlerini inceleyen bu çalışma, alanyazına ve mobil uygulama tasarımcılarına katkı sağlama potansiyeline sahiptir. Çalışma sonuçları, yöneticilerin mobil uygulamaların konaklama sektörü için yararlı ve yakın gelecekte zorunlu olacağı fikrinde olduklarını ve mobil uygulamalardan temel beklentilerinin müşteri memnuniyetini arttırmak olduğunu işaret etmektedir. Sonuçlar yöneticilerin, turistlerin uygulama kullanım oranlarının düşük olduğunu ve kullanım oranını arttırmak için mobil uygulamaların daha çekici ve kullanıcı dostu şekilde tasarlanması gerektiğini düşündüklerini de ortaya koymaktadır.
... Not only is the customer able to perform a rapid price-comparison within feet of the front door, but he or she is also able to make a thorough and comprehensive booking decision seconds before checking in. This makes checking in and reservations not only efficient but also easy to customize to the preference of the customer all at a go (Jung, Kim & Farrish, 2014) The usability of smartphones depends mostly on access to Wireless Internet called Wi-Fi. The number of Wi-Fi access providers like trains, airlines, busses, cities, etc. is growing every day, which makes smartphone usage also more comfortable to get access to the applications that work when connected to the Internet (Buhalis & Costa, 2016). ...
Article
Abstract: The general objective of the study was to investigate the efficacy of mobile applications in front office operation operations. The specific objectives studied include; examining the efficacy of guest service mobile applications; finding out the effectiveness of mobile wallet applications; and investigating the efficacy of mobile mapping and travel applications in front office operations. The study was anchored on the theory of the technology acceptance model. The study used a descriptive research design to investigate these objectives. The study area was Hilton Hotel Kenya, a five-star hotel in the Nairobi CBD. The targeted population included 76 employees working in the front office department of the hotel. Random sampling technique was used to identify participants, while Slovin’s formula was used to calculate the sample size. Structured questionnaires were used to collect data and descriptive statistics used to analyze it. The study found that the majority agreed that guest service apps used in hotels enhance customer satisfaction and loyalty as well as enabling guests to access hotel services conveniently, faster and cheaper. The study also established that mobile wallet applications used in hotels make payment for services convenient, more rapid, accountable, and secure. The research further found that mapping and travel apps help visitors approximate the cost of travel to various destinations, remind visitors of their travel plans/takeoff, and inform visitors of environmental details. The study concluded that mobile apps enhance the efficiency of front office operations by allowing convenient, faster, and cheaper execution of transactions. The study recommended that the management and ownership of hotels should ensure the adoption and implementation of the use of mobile applications to offer guest services owing to the numerous benefits they have. Keyword: Mobile Applications, Front Office Operations, Hilton Hotel, guest service mobile applications, wallet mobile applications, mobile mapping and travel applications, Nairobi
... Furthermore, other possible factors of loyalty are value-added services like permitting valued customers to take advantage of the hotel's technology innovation and earn benefits from it (Nikhashemi et al., 2013). Therefore, with the advancement of smartphone technology in the hotels, nearly all hotels invest in innovative technologies for four main goals, as follows raising revenue, reducing costs, improving added value service to customers, and positively influencing the overall competence of the hotel (Jung et al., 2014). ...
... Similarly, M. Kim and Qu (2014) agreed that perceived ease of use refers to the customer's view of how simple it is to understand and use new technology. These findings are also in line with prior studies (Abdullah et al., 2016;Elliott et al., 2013;Jung, Kim, and Farrish, 2014;M. Kim and Qu, 2014;Tahar, Riyadh, Sofyani, and Purnomo, 2020). ...
... Akıllı teknolojilerin otellerde kullanımının otel çalışanlarına ve misafirlere birçok açıdan avantajı bulunmaktadır. Misafire sunulan hizmetin kişiselleştirilmesi (Ercan, 2019), misafirlerin odada geçirdikleri süre, TV'de izlediği kanallar, mini barda tükettiği yiyecek ve içecekler gibi verileri kullanarak, misafirin kullanım yoğunluğuna ve zevkine göre kişiselleştirilmiş hizmetler sunulması (Topsakal vd., 2018), otelde zaman ve enerjiden tasarruf sağlanması, iş süreçlerinin hızlanması ve kolaylaşması ile maliyetlerin düşmesi, olumlu işletme imajı ile rekabet gücünün artırılması (Karamustafa & Yılmaz, 2019), otel işletmelerinde kullanılan mobil teknolojilerin, otel yöneticilerinin misafirler ile bağlantıda kalmalarını sağlayarak, bu sayede tüm hizmet sunum sürecinin hızlanmasının sağlanması ve bu nedenle de mobil teknolojilerin önemli bir rekabet avantajı kaynağı olması (Bertan vd., 2016), mobil teknolojileri kullanan otel işletmelerinin misafir memnuniyeti sağlamasıyla birlikte, daha fazla doluluk oranı ve daha fazla gelir elde etmesi (Jung, 2014;Makki vd., 2016) örnek olarak gösterilebilir. ...
Article
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This study explores the way and which hotel guests' and hotel managers' view smart technologies and robots at hotels. The data were collected through qualitative methodology, by having interviews with the participants In the research, convenience sampling method was used and 20 hotel guests staying and 30 hotel managers working between 15 December 2021 and 5 January 2022 in 10 5-star hotels operating in Kuşadası were included. The findings of the study show that managers do not wish to work with robot colleagues, though they are of the opinion that using robots at hotels may have several advantages. On the other hand, while the hotel guests' approach towards robots at hotels varies, as there are people who view it positively and negatively, overall they appear to be positive towards staying at a hotel being served by service robots as they feel that it would be a different experience. Additionally, hotel guests believe that the use of smart technologies at hotels would improve guest satisfaction and service quality.
... Similarly, Kim, Christodoulidou and Brewer (2012) agreed that perceived ease of use describes the individual's perception of how easy the innovation is to learn and to use. These findings are also consistent with previous researches (Elliott et al., 2013;Jungsun, Kim and Farrish, 2014;Miyoung and Hailin, 2014;Abdullah et al., 2016;Tahar, Riyadh, Sofyani and Purnomo, 2020). Table 13 indicated that 40.8 percent of the observed variability in the degree of intention to use is explained by the degree of perceived usefulness (R² = 0. 408). ...
Conference Paper
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Self-service technology (SST) is constantly evolving to make many tasks easier, faster or more convenient. The main objective of this study was to explore the acceptance and intention to use SST in five-star hotels in Egypt by looking at its perceived usefulness as well as its perceived ease of use. Accordingly, four aspects of SST; technology acceptance, technology readiness, technology characteristics and intention to use are investigated in this research, and nine hypotheses were formulated as a result. Stratified random sampling was proposed to survey the Egyptian five-star hotel sector. The sampling technique was based on two stages. The first stage employed stratified random sampling technique to select hotels from five regions. The second stage employed a simple random sampling technique where a relatively small sample of respondents/tourists was randomly selected. The researcher utilized a sample of 46 five star hotels representing 30 percent of the 153- hotels population. A total of 940 respondents from 46 hotels answered a survey questionnaire. A field study using self-administered questionnaire was utilized in order to investigate guests' acceptance and intention to use SST. It was divided into two sections: the first section collected demographic information such as age, gender, experience, professional status, marital status, and so on; the second section included items to measure the study variables; technology readiness, technology characteristics, Technology acceptance and intention to use SST. Survey questions were based on a Likert 5-point scale where “1”was strongly disagree and “5”was strongly agree. Data was collected from customers who had been administered the questionnaire. Of the 1380 questionnaires distributed, 1050 were collected. Only 940 questionnaires were valid, counting for 68% of the total sample which represented a satisfactory response rate. Statistical Package for Social Sciences (SPSS) was used in this study to conduct tests that describe variable of the study as well as test its hypotheses. The results indicated that technology readiness and technology characteristics correlate significantly with customers' acceptance to use SST in hotels. The study also pointed to a strong significant correlation between customers' acceptance to use SST and their intention to use it. Although the study stated that innovativeness and optimism correlated significantly and positively with the perceived ease of use SST. However, discomfort and insecurity were seen to have no significant correlation. There was a significant positive impact of perceived ease of use on customers' perceived usefulness of SST. In addition, the study supported that perceived ease of use had a significant positive impact on a customers' intention to use. Moreover, perceived usefulness had a significant positive impact on a customers' intention to use, This study presents a comprehensive insight into SST practices in Egyptian five-star hotels, which would enable hotel managers and decision-makers to understand the great benefits SST would provide to the hotel industry in particular, and all entities including the government in general. Also, this study can be helpful for Egyptian and foreign investors who seek to expand their businesses and investments into the five-star hotel industry by allowing them to understand the benefits of using SST.
... Only by understanding hotels' guests' requests can arrangements create effective plans to survive in this rapidly changing and aggressive universal market (Jung et al., 2014). Like other arrangements, today's hotels are faced with a number of difficulties, from a weak economy to rigorous contest (Kucukusta et al., 2014). ...
... However, it would be more appropriate if the kind of television and service offered were described using words highlighting its features for instance: International Satellite Television, 49 inch LCD rather than just using the term television which leaves the reader begging for more clarifications. Interestingly [27] found docking stations for mobile devices to be among the most popular in-room technologies improving the guest experience, but our findings show that the term is seldom used in description of in-room amenities. ...
Conference Paper
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Hotel rooms offer a range of amenities as part of a hotel’s product offering and these can impact a guests’ booking decisions. The paper provides an understanding of hotel room facilities and attributes through exploration of room offerings by hotel chains. We examined some of the rooms of 155 top global hotel chains websites in order to determine the facilities and services offered; and the terms used in describing the room features. The goal was to investigate successful hotels’ communication of room characteristics for promotional and commercialisation activities.
... These findings further suggest that tourism managers should encourage tourists to stay unplugged from work during their vacations. This might be difficult to do as Internet access has been found to be an important factor contributing to hotel guest satisfaction, especially for business travelers (Cobanoglu et al. 2011;Jung, Kim, and Farrish 2014). Thus, future studies should examine the best times and the best ways that visitors should interact with their electronic devices when traveling. ...
Article
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Given the proliferation of smartphone use, more and more people feel obligated to stay connected to work during evening hours, weekends, or vacations. Therefore, building on work–family border theory (Clark 2000), which suggests the blending of work and nonwork domains can result in work–family interference, this study investigated the potential problems of work-related smartphone use on vacation. Derived from a sample of 500 Taiwanese smartphone users, results revealed that nearly 40% of respondents used their smartphones for work during their most recent vacation, while a majority reported negative impacts as a result of using smartphones for work purposes on vacation. Several factors influencing whether people would choose to use smartphones for work during vacation were also identified. These findings provide important theoretical and practical implications.
... Contemporary travelers demand technology applications and amenities before, during and after their stay in a hotel. Hotel guests want, and expect, hotels to offer the technologies they enjoy at home (Jung et al., 2014). Smartphone check-ins (before trip), high-speed internet access (during trip) and social media platforms to post comments and pictures and recall memories (post trip) can significantly enhance the experience of travelers. ...
Article
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Purpose 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. Design/methodology/approach 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. Findings High-speed internet access and guest device connectivity were perceived more important by business travelers than by leisure travelers. Research limitations/implications 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. Practical implications 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. Originality/value The results of this study provide insights into the changing attitudes toward in-room entertainment technology that many hotel developers should take note of.
Conference Paper
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چکیده: در عصر حاضر ظهور تکنولوژی¬های نوین صنعت هتلداری را با تحولات گسترده¬ای مواجهه کرده که این تحولات با افزایش انتظارات میهمانان، شکل و نوع تقاضای هتلداری را دچار تغییرات فزاینده¬ای کرده است. بدین¬ترتیب بهره¬گیری از تکنولوژی¬های نوین به منظور پاسخگویی به نیازها و خواسته¬های در حال تغییر میهمانان،‌ به یک الزام بدل گشته است. اما بهره¬گیری از این تکنولوژی¬ها نیازمند شناخت کامل آن¬ها و مزایا و چالش¬های به کارگیری آن¬ها می¬باشد. که تاکنون تحقیقات کافی با رویکرد جامع و کاربردی در این زمینه صورت نگرفته است. برای پر کردن این شکاف تحقیقاتی، این پژوهش برآنست¬ تا به مرور جامعی بر کاربرد تکنولوژی¬های نوین در صنعت هتلداری پرداخته و مزایا و چالش¬های به کارگیری این تکنولوژی¬ها را شناسایی نماید. روش این تحقیق از منظر هدف کاربردی و برای دستیابی به اهداف مطالعه، داده‌های ثانویه از مطالعات اخیر توسط محققان دیگر از مجلات، مقالات و وب‌سایت‌های دانشگاهی از سال 2019 تا 2023 جمع‌آوری و مرور شدند. و برای تحلیل داده‌ها، تکنیک کیفی تحلیل محتوا استفاده شد. یافته¬ها حاکی از کاربرد گسترده تکنولوژی¬های نوین از جمله: سیستم‌های چک¬این/چک¬اوت هوشمند، ربات¬های خدماتی، هوش مصنوعی، بلاکچین، اینترنت اشیا، واقعیت مجازی و افزوده، رایانش ابری، تشخیص چهره و کنترل صوتی، در صنعت هتلداری دارد.که بهره¬گیری از این تکنولوژی¬ها تاثیرات شگرفی بر بهبود تجربه مشتریان، افزایش کارایی و بهره‌وری، کاهش هزینه‌ها، ارتقاء امنیت، بهبود مدیریت منابع و پایداری، و در نتیجه ایجاد مزیت رقابتی پایدار در صنعت هتلداری گذاشته است. با این حال، استفاده از تکنولوژی‌های نوین با چالش‌هایی شامل: نگرانی‌های امنیتی، هزینه¬های بالا، کاهش تعاملات انسانی، دیدگاه-های منفی و مقاومت کارکنان و مهمانان، چالش¬های اجرایی و وابستگی به تکنولوژی، همراه بوده و به عنوان یک شمشیر دو لبه می‌تواند تاثیرات دوگانه‌ای بر رضایت مشتریان و کارایی هتل داشته است و به‌کارگیری نامناسب تکنولوژی¬ها در صنعت هتلداری ممکن است نتایج معکوسی به‌همراه داشته باشد. کلمات کلیدی: هتلداری؛‌ تکنولوژی¬های نوین؛ کاربرد تکنولوژی؛ مزایای تکنولوژی؛ چالش¬های تکنولوژی.
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Günümüzde teknolojik gelişmeler, bilgi ve iletişim alanlarında hızlı değişimleri beraberinde getirmektedir. Turizm işletmeleri de bu değişime adapte olabilmek ve akılı teknolojileri bünyelerine entegre edebilmek adına yoğun bir çaba göstermektedirler. Çünkü akıllı turizm teknolojileri turistlerin deneyimlerini, memnuniyetlerini, tekrar ziyaret niyetlerini ve tavsiye etme niyetlerini olumlu yönde etkilemektedir (Jeong ve Shin, 2020). Bunun sonucu olarak akıllı turizm teknolojileri turizm işletmelerine sürdürülebilirlik ve rekabet üstünlüğü sağlamaktadır. Bundan yola çıkarak araştırmanın amacı, akıllı turizm teknolojilerinin turizm paydaşları tarafından algılanan faydalarını ortaya koymaktır. Ayrıca turizm paydaşlarının akıllı turizm teknolojilerinin uygulanmasındaki potansiyel engellerin belirlenmesidir. Araştırma verileri Sakarya ilindeki turizm paydaşlarına anket uygulanarak elde edilmiştir. Anketler 15 Mart 2022 – 15 Nisan 2022 tarihleri arasında elektronik ortamda uygulanmıştır. Anket verilerinin elde edilmesinde tesadüfi olmayan örnekleme yöntemlerinden kolayda örneklem yöntemi kullanılmıştır. Araştırma sonucunda, 122 anket formu toplanmıştır. Toplanan anketlerin, beşinin eksik veya hatalı olduğunun tespit edilmesi üzerine çıkarılması uygun bulunmuştur. Toplamda 117 anket araştırmaya dâhil edilmiştir. Araştırma verileri doğrultusunda, turizm paydaşlarının akıllı turizm teknolojilerinin genel maliyetleri azaltacağı, müşteri memnuniyetini arttıracağı, iş süreçlerini hızlandıracağı, işletme imajını arttıracağı ve rekabet avantajı sağlayacağı yönünde algılara sahip oldukları sonucuna ulaşılmıştır. Ayrıca akıllı turizm teknolojilerinin uygulanmasındaki potansiyel engeller olarak yatırım maliyetleri, yetkin personel eksikliği, yetersiz altyapı, güvenlik ve hizmet sektöründeki insan mecburiyeti gibi engellerin olduğu sonucuna ulaşılmıştır.
Conference Paper
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In the new era of globalization, hotels are facing an increasingly competitive market where it is vital to offer something unique to capture the customers' attention as hotel guests have become more selective in their choices. Hotels ollow various marketing strategies to meet the guest's expectations and technological advancement is one such aspect. In recent decades, technology is constantly being adopted in the hotel industry. The effect of globalization, digitalization, and the internet on marketing activities and guests is indisputable. There is a need to investigate the impact of constantly adopted in-room technology on Hotel Performance and address the promotional needs of technological amenities. This article's goal is to provide a survey of the literature on the in-room technology that hotels offer. The 20 papers that were examined over a four-year period were examined based on a range of factors, including their research methodologies, perspectives, statistics used, topics covered, technology, authors, and nations. The creation of a list of in-room amenities covered by the papers under consideration is one of the work's most significant contributions. Furthermore, no research has to date attempted to clearly identify the technologies employed in hotel management via a literature study.
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Technology in the hospitality industry is becoming increasingly important nowadays, because it has a close relationship with guest satisfaction and behavioral intention. This research aims to investigate hotel guests’ preferences of in-room technology amenities by different demographic groups, and to find out how technology amenities including robots, artificial intelligence, and service automation, affect hotel guests’ satisfaction, which in turn influence future behavioral intention to choose hotel and destination. This study uses a mixed quantitative and qualitative approach. Data are analyzed using SPSS and NVIVO. Results show that hotel guests’ preferences of technology amenities vary significantly by their education levels and will influence guests’ satisfaction and behavioral intention with regard to both hotel selection and destination selection. This paper appears to be the first attempt to investigate the influence of hotel guests’ technology preferences on their behavioral intention in both the hotel and the tourism destination context. With the expectation to help the hotel industry, managerial implications and suggestions on technology adoption were provided on the basis of data analysis.
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No turismo e na hotelaria, as transformações provocadas pela 4ª Revolução Industrial são responsáveis pela introdução de tecnologias e serviços não tradicionais em todos os subsetores. Na hotelaria, as inovações têm se dado mais no front-office e nos espaços internos das unidades habitacionais (UH). Dessa forma, essa pesquisa tem por objetivo identificar o processo de implementação de inovações tecnológicas nos hotéis de luxo e bom conforto de Fortaleza (Ceará), associadas ao setor de front-office e às unidades habitacionais. Realizou-se pesquisa descritiva, com aplicação de questionário, elaborado de forma a permitir uma abordagem quantitativa. Os resultados mostraram que a adoção das principais inovações tecnológicas verificadas na literatura e ligadas ao front-office e às unidades habitacionais ainda não fazem parte da realidade da rede hoteleira de Fortaleza; não obstante, existem alguns indícios de inovações.
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In real-world application, especially in remote sensing based on image processing hyperspectral imaging (HSI) shows promising results. Superpixel-based image segmentation is the powerful tool in hyperspectral image processing. Series of neighboring pixels composes superpixel which may belong to different classes but can be regarded as homogenous region. Extraction of more representative feature is considered to be most important thing in hyperspectral imaging. Training and testing samples that are more representative are found by proposing a new method for selecting two k values for representing optimal superpixels. This paper starts with superpixel shifting as first step and followed by KNN classifier. Which is performed by pixels with minimal spectral features in HSI are clustered together in the same superpixel. Followed by spatial-spectral feature is extraction by a domain transformation from spectral to spatial. For each superpixel, training and test samples are selected to eliminate classification within the same class. An average distance between test and training samples are used for determining class label. Finally, by the results from most common hyperspectral images Indian pines, Salinas, Pavia show that this method shows a better classification performance.
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Purpose 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. Design/methodology/approach 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. Findings 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. Research limitations/implications 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. Originality/value 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.
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This work is based on empirical research on the management of information technology (hereafter IT) and its contribution to competitiveness in the hotel business in the Valencia region of Spain. The feasibility of a hotel taxonomy is also investigated. This is based on cluster analysis, by searching for factors common to these establishments, mainly of a qualitative nature, such as similar strategic attitudes to IT in terms of the advantages perceived.
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Purpose This paper aims to propose a conceptual framework that illustrates how information technology (IT) applications may lead to competitive advantage in hotel companies. Design/methodology/approach The paper is written based on a synthesis of previous literature in this area. Findings 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. Practical implications 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. Originality/value 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.
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While businesses are investing enormous resources in information technology (IT), there is little evidence linking IT investment to organizational performance. The purpose of this article, therefore, is to increase understanding of the basis for IT investment in firms. Six mini case studies of companies in five different industries address questions of how they define IT for the purpose of determining the level of investment, how they track IT investments, and what other factors influence IT investment decisions. Each organization uses a different definition of IT, but there appears to be an overall trend to broaden the definition. Although companies track IT investment with varying degrees of rigor, they appear to be generally moving toward centralized tracking of all IT investment. Political considerations are important and significantly impact investment decisions. In all cases, the effectiveness with which IT investment is converted to useful output is acknowledged to be affected by the implementation process, the culture of the organization, and the skill of management. Three major implications for practitioners responsible for IT investment are: the need to adopt a broad definition of IT and track it over time against a convenient base; the need to separate different types of investment and match them to appropriate organizational performance measures; and the need to take into account factors such as management commitment and previous experience with IT. The latter impacts the effectiveness with which the firm converts it investment into useful outputs.
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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.
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Using two unique, independent samples of U.S. hotels, this study examines the utilization of information technology (IT) in all hotel sectors, from deluxe to budget, to reveal strategic differences and similarities. Overall, the findings suggest that the U.S. lodging industry has focused on employing technologies that improve employee productivity and enhance revenue but has not given strategic priority to technologies designed to improve guest services. The hotel sector, lodging type, size/complexity of the property, and independent versus chain affiliation influenced the number and type of technologies adopted. Luxury and upscale hotels adopted more IT than economy and budget hotels. Similarly, IT development was greatest for certain lodging types such as convention hotels, conference centers, and casinos, and lowest for other types, such as motels and bed-and-breakfasts. Chain-affiliated properties typically adopted more technologies than independent hotels.
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Improving productivity is the primary role of information technology (IT) in the lodging industry, while information resources have long played a crucial role in conducting successful lodging operations. A number of studies devoted much effort to investigate the relationships between IT investment and business productivity and performance, but the outcomes were not consistent. This study examines the effect of IT applications on their performance in lodging operations. The survey was conducted in upscale hotels to identify the relationship between IT usage and the performance of lodging operations. Front-office applications, restaurant and banquet management systems, and guest-related interface applications significantly and positively affected performance of lodging operations; however, guest-related interface applications were not significant. The findings of this study will benefit the lodging industry by providing critical information to management to assist in deciding whether a lodging operation should strategically invest in IT or not and in determining specific areas of focus for IT investment.
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Information technology (IT) is an important strategic asset for hospitality organisations to improve organisational performance and strategic competitiveness. This paper makes an attempt to investigate the relationship between antecedents including information system quality, perceived value, and users’ acceptance of hotel front office systems (HFOSs) by adopting an extended technology acceptance model (TAM). Perceived ease of use, perceived usefulness, attitude towards use, and actual use were investigated including information system quality and perceived value. Empirical findings indicate that the significance of all but two new variables. As a result, the study is able to find the acceptance of HFOSs from the perspective of hotel frontline employees through the external variables of information system quality and perceived value in order to enhance the model. Additionally, the paper presents a progressive theory and a practical contribution to increase the acceptance in order to provide useful suggestions for hotel managers and hotel information system (HIS) practitioners.
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While technology adoption in the workplace has been studied extensively, drivers of adoption in homes have been largely overlooked. This paper presents the results of a nation-wide, two-wave, longitudinal investigation of the factors driving personal computer (PC) adoption among American homes. The findings revealed that innovators and early adopters were driven by a desire to obtain hedonic outcomes (i.e., pleasure) and social outcomes (i.e., status) from adoption. The early majority was strongly influenced by utilitarian outcomes, and friends and family members. The late majority and laggards have not adopted primarily because of rapid changes in technology and consequent fear of obsolescence. A second wave of data collection conducted six months after the initial survey indicated an asymmetrical relationship between intent and behavior among intenders and non-intenders, with non-intenders following more closely with their intent (to not adopt a PC). We present important implications for research on adoption of technologies in homes and the workplace, and also discuss challenges facing the PC industry. Indiana University
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This paper empirically examines the effects of discriminatory fees on ATM investment and welfare, and considers the role of coordination in ATM investment between banks. Our main findings are that foreign fees tend to reduce ATM availability and (consumer) welfare, whereas surcharges positively affect ATM availability and the different welfare components when the consumers’ price elasticity is not too large. Second, an organization of the ATM market that contains some degree of coordination between the banks may be desirable from a welfare perspective. Finally, ATM availability is always higher when a social planner decides on discriminatory fees and ATM investment to maximize total welfare. This implies that there is underinvestment in ATMs, even in the presence of discriminatory fees.
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For the first time in decades, conventional wisdom about survey methodology is being challenged on many fronts. The insights gained can not only help psychologists do their research better but also provide useful insights into the basics of social interaction and cognition. This chapter reviews some of the many recent advances in the literature, including the following: New findings challenge a long-standing prejudice against studies with low response rates; innovative techniques for pretesting questionnaires offer opportunities for improving measurement validity; surprising effects of the verbal labels put on rating scale points have been identified, suggesting optimal approaches to scale labeling; respondents interpret questions on the basis of the norms of everyday conversation, so violations of those conventions introduce error; some measurement error thought to have been attributable to social desirability response bias now appears to be due to other factors instead, thus encouraging different approaches to fixing such problems; and a new theory of satisficing in questionnaire responding offers parsimonious explanations for a range of response patterns long recognized by psychologists and survey researchers but previously not well understood.
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