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Self-service Technology Preference During Hotel Service Delivery: A Comparison of Hoteliers and Customers

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Information and Communication Technologies in Tourism 2020

Abstract

Although previous studies have paid attention to customers’ intention to use self-service technology (SST), there is a limited understanding of individual and organizational preferences for SSTs compared with traditional human services during hotel service delivery process. To fill this gap, this study investigated and compared individual and organizational preferences between SSTs and human services by dividing hotel service delivery process into eight service encounters. 601 customer questionnaires and 504 hotelier questionnaires were collected and analyzed. Findings revealed a service-channel-fit conceptual framework and indicated that customers’ and hoteliers’ preferences are rather a sequence of channel choices during hotel service delivery. Overall, customers showed more preferences for SSTs than hoteliers. This study further notified that customers’ and hoteliers’ preferences were distinct across service delivery stages except for service delivery at restaurants or bars. Customers expressed a greater preference for smartphone-based SSTs, whereas hoteliers favored kiosks for check-in/-out.

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Author information

Authors and Affiliations

  1. School of Tourism Sciences, Beijing International Studies University, Beijing, 100024, China

    Chun Liu

  2. Research Center of Beijing Tourism Development, Beijing, 100024, China

    Chun Liu

  3. School of Hotel and Tourism Management, The Hong Kong Polytechnic University, Hong Kong SAR, China

    Kam Hung

Authors
  1. Chun Liu
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  2. Kam Hung
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Corresponding author

Correspondence to Chun Liu .

Editor information

Editors and Affiliations

  1. Institute of Information Systems Engineering, TU Wien, Vienna, Austria

    Julia Neidhardt

  2. Chair of Connected Mobility, TU Munich, Garching, Germany

    Wolfgang Wörndl

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Liu, C., Hung, K. (2020). Self-service Technology Preference During Hotel Service Delivery: A Comparison of Hoteliers and Customers. In: Neidhardt, J., Wörndl, W. (eds) Information and Communication Technologies in Tourism 2020. Springer, Cham. https://doi.org/10.1007/978-3-030-36737-4_22

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