Hospitality services in the post COVID-19 era: Are we ready for high-tech and no touch service delivery in smart hotels?

Shu-Hsiang Chen; Shian-Yang Tzeng; Aaron Tham; Peng-Xu Chu

doi:10.1080/19368623.2021.1916669

Back

Hospitality services in the post COVID-19 era: Are we ready for high-tech and no touch service delivery in smart hotels?

Journal article

Peer reviewed

Hospitality services in the post COVID-19 era: Are we ready for high-tech and no touch service delivery in smart hotels?

Shu-Hsiang Chen, Shian-Yang Tzeng, Aaron Tham and Peng-Xu Chu

Journal of Hospitality Marketing & Management, Vol.30(8), pp.905-928

2021

DOI: https://doi.org/10.1080/19368623.2021.1916669

Appears in COVID-19 Research

Files and links (1)

url

https://doi.org/10.1080/19368623.2021.1916669View

Published Version

Abstract

Tourism

Social distancing

outbreak event disruption

customer experience

hospitality

customer satisfaction

information sharing

business mode

COVID-19

Following the outbreak of the COVID-19 pandemic, some hotels have introduced a new service model called contactless service. This paper unpacks this new hospitality landscape through a random sample of 510 valid responses collected at a smart hotel in Taiwan in June 2020 and discusses the emergent insights through Multiple Linear Regression (MLR). The findings revealed that (1) Sense experience (SE), feel experience (FE), and relate experience (RE) were all positively impacting information sharing (IS); (2) Sense experience (SE) and feel experience (FE) positively affected satisfaction (CS). The positive adjustment of the relationship between the sense experience (SE) and the related experience (RE) for information sharing (IS) is regulated by the outbreak event disruption (ED). Intelligence operation (IO) is a significant mediating effect among five-sense experiences, customer satisfaction, and information sharing. This paper analyzes empirical data and provides insights that illuminate the nuances of customer experiences with contactless hospitality service.

Details

Title: Hospitality services in the post COVID-19 era: Are we ready for high-tech and no touch service delivery in smart hotels?
Authors: Shu-Hsiang Chen (Author) - Shantou University
Shian-Yang Tzeng (Author) - Guangdong University of Technology
Aaron Tham (Author) - University of the Sunshine Coast, Queensland, Indigenous and Transcultural Research Centre - Legacy
Peng-Xu Chu (Author) - Shantou University
Publication details: Journal of Hospitality Marketing & Management, Vol.30(8), pp.905-928
Publisher: Routledge
DOI: 10.1080/19368623.2021.1916669
ISSN: 1936-8631
Organisation Unit: Indigenous and Transcultural Research Centre; Sustainability Research Centre; School of Business and Creative Industries; University of the Sunshine Coast, Queensland
Language: English
Record Identifier: 99540808902621
Output Type: Journal article

Metrics

91 Record Views

39 Times Cited - Web of Science

InCites Highlights

These are selected metrics from InCites Benchmarking & Analytics tool, related to this output

Collaboration types: Domestic collaboration; International collaboration
Web Of Science research areas: Business; Hospitality, Leisure, Sport & Tourism; Management

UN Sustainable Development Goals (SDGs)

This output has contributed to the advancement of the following goals:

Source: InCites