Smart Technologies Use by SMEs in the Hospitality Industry: Implications for Customer Interactions and Organizational Resilience

Albena Pergelova (), Shelley Beck (), Jeremy Zwiegelaar () and Nikolaos Stylos ()
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Albena Pergelova: MacEwan University
Shelley Beck: Oxford Brookes University
Jeremy Zwiegelaar: Oxford Brookes University
Nikolaos Stylos: University of Bristol Business School

Chapter 4 in Contemporary Marketing Management for Tourism and Hospitality, 2024, pp 67-97 from Springer

Abstract: Abstract Smart technologies (such as big data, AI, robotics, smart platforms/apps) have become important in the hospitality industry, as they allow companies to interact with a variety of stakeholders and provide better experiences to consumers, while improving efficiency (Stylos et al., 2021b, b). Industry 4.0 applications (e.g., big data, robotics, 3D printing, blockchain technologies and smart platforms/apps) have given a boost to open innovation, and call for new business models (BMs) to turn technological capabilities to new business opportunities for organizations across the spectrum of the service sector (Jiang & Stylos, 2021). SMEs in the hospitality sector have been distressed during the COVID-19 pandemic, with much uncertainty about their ability to survive. Organizational resilience has become a key concern for SMEs in the hospitality industry (Ntounis et al., 2022; El-Said et al., 2023; Rahimi & Kozak, 2017; Rahimi & Gunlu, 2016). Smart technologies have been considered to provide the potential to help SMEs for recovering from the severe damage caused globally due to the lockdowns, and to build resilience and adaptability (Stylos et al., 2021, b; Prayag et al., 2023).

Date: 2024
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DOI: 10.1007/978-3-031-65049-9_4

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