Post-epidemic factors influencing customer's booking intent for a hotel or leisure spot: an empirical study

Praveen Ranjan Srivastava, Kinshuk Sengupta, Ajay Kumar (), Baidyanath Biswas and Alessio Ishizaka
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Praveen Ranjan Srivastava: IIM-Rohtak - Indian Institute of Management Rohtak
Kinshuk Sengupta: IIM-Rohtak - Indian Institute of Management Rohtak
Ajay Kumar: EM - EMLyon Business School
Baidyanath Biswas: IIM Kolkata - Indian Institute of Management Kolkata
Alessio Ishizaka: NEOMA - Neoma Business School

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Abstract: Purpose The new coronavirus is a highly infectious disease with mutating variants leading to pervasive risk around geographies and public health system. The economy has been suffering due to the strategic lockdown adopted by the local administrative bodies, and in most of the countries, it is further leading to a major wave of unemployment with millions of job and business losses affecting the hotels, travel and tourism industry widely. To attain a sustainable business in the post-pandemic situations, the industry now must think of information system approaches to convince tourists to feel safe with the most hygienic hospitality and services to be offered in any property. The key aspect of the study is to provide the impact of new-age AI-driven technology solutions that will dominate the future direction of the modernized hospitality industry promising robust health-safety measures in a hotel, and further help create sustainable business and leisure travel facilities to cope with post-epidemic scenarios. Design/methodology/approach The study emphasizes to provide a robust technology-oriented framework based on a mixed research method that would help hotels to adopt and implement new-age AI-driven solution within the hotel premise to serve customers with at most hygiene, contactless service and thereafter, aiming for faster recovery of businesses and regaining customer trust to fuel booking intent in the post-epidemic scenario. Findings The paper provides a technology-focused solution that would impact hotel industries' post-pandemic scenario. The study contributes to helping boost the tourism industry using information management solutions such as biosensors, robotic room services and contactless hosting. The findings show the adoption of robots/RPA solutions and Biosensors by the industry will be a disruptive paradigm shift. Originality/value The study expands the scope of research in information technology and management with a focus on the hospitality industry while contributing to new factors impacting customer buying behavior in the industry.

Keywords: Information management; Contactless hosting; Purchase intent; Robotic room service; Post-pandemic; Biosensors (search for similar items in EconPapers)
Date: 2022-01-01
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Citations: View citations in EconPapers (1)

Published in Journal of Enterprise Information Management, 2022, 35 (1), 78-99 p. ⟨10.1108/JEIM-03-2021-0137⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-03601015

DOI: 10.1108/JEIM-03-2021-0137

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