Application of Importance–Performance Analysis in Determining Critical Smart Hotel Technology Amenities: An Examination of Customer Intentions

Georgiadis Mauroudis, Maria Tsourela () and Dimitris Paschaloudis
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Georgiadis Mauroudis: International Hellenic Univeristy
Maria Tsourela: International Hellenic Univeristy
Dimitris Paschaloudis: International Hellenic Univeristy

A chapter in Tourism, Travel, and Hospitality in a Smart and Sustainable World, 2023, pp 369-379 from Springer

Abstract: Abstract As technology changes, smart hotels must develop new amenities, capabilities, and service innovations that are important to customers. A hotel’s technology amenities can be defined as extra supplies or facilities provided to guests within or outside their guestrooms for no extra charge. The availability of technology amenities is on the rise and evolving rapidly, and many types of them used in smart hotels are identified in the literature. This study explores the smart hotel technology amenities identified in the literature, in an international tourist hotel. The study collected customers responses and applied an importance-performance analysis (IPA), using the self-explained matrix, to indicated which the order they should be addressed. Based on the research results, the author discusses some useful implications and contributes to raising awareness of the importance of technological amenities and services for the future visiting intentions of hotel consumers.

Keywords: Smart hotel; Technology amenities; Customer intentions; Service innovation (search for similar items in EconPapers)
JEL-codes: Z32 Z33 (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:spr:prbchp:978-3-031-26829-8_23

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DOI: 10.1007/978-3-031-26829-8_23

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