The Role of Self-Service Technologies in the New Normal of Hospitality Service Encounters

Mengni Fu (), Barry Fraser () and Charles Arcodia ()
Additional contact information
Mengni Fu: Griffith Business School, Griffith University
Barry Fraser: Griffith Business School, Griffith University
Charles Arcodia: Griffith Business School, Griffith University

Chapter 12 in Tourist Behaviour and the New Normal, Volume I, 2024, pp 201-226 from Springer

Abstract: Abstract Self-service technologies (SSTs) have been increasingly adopted in service industries due to constant technology advancements and the prevalence of smart devices. In contrast to the use of SSTs in other service sectors, the integration of these technologies in the hospitality industry was initially constrained. However, the sudden outbreak of COVID-19 significantly altered consumers’ engagement with and expectations of hospitality services, and “high-tech, low-touch” is anticipated to be the new norm for hospitality services. Accordingly, using the Hospitality Guest Cycle as a theoretical foundation, this chapter qualitatively investigated the use of SSTs in hospitality services prior to and after the COVID-19 pandemic via document analysis. By analysing prior empirical studies and current operational examples, it was determined that initially SSTs were utilised primarily at the pre-arrival stage and occasionally at the arrival stage, whereas consumers preferred traditional human services during their accommodation stay. The factors for the low technology adoption were examined from the supply and demand perspectives. In addition, since the outbreak of COVID-19, customers’ concerns about their personal health have increased substantially, as has their desire for contactless services. Consequently, more recently the use of SSTs has increased across all phases of the Hospitality Guest Cycle. This growth is expected to continue due to consumers’ ongoing health concerns, constant technology progress, and various pre-existing operational issues, such as understaffing. Finally, future research directions on the adoption of innovative service technologies were proposed.

Keywords: Self-service technologies; Hospitality Guest Cycle; Technology adoption; COVID-19 pandemic; Future hospitality services (search for similar items in EconPapers)
Date: 2024
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-031-45848-4_12

Ordering information: This item can be ordered from
http://www.springer.com/9783031458484

DOI: 10.1007/978-3-031-45848-4_12

Access Statistics for this chapter

More chapters in Springer Books from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().