TY - JOUR
T1 - Preferences of technology amenities, satisfaction and behavioral intention
T2 - The perspective of hotel guests in Hong Kong
AU - Zhang, Xinyan
AU - Tavitiyaman, Pimtong
AU - Tsang, Wing Yin
N1 - Publisher Copyright:
© 2022 Taylor & Francis Group, LLC.
PY - 2022/4/27
Y1 - 2022/4/27
N2 - Technology in the hospitality industry is becoming increasingly important nowadays, because it has a close relationship with guest satisfaction and behavioral intention. This research aims to investigate hotel guests’ preferences of in-room technology amenities by different demographic groups, and to find out how technology amenities including robots, artificial intelligence, and service automation, affect hotel guests’ satisfaction, which in turn influence future behavioral intention to choose hotel and destination. This study uses a mixed quantitative and qualitative approach. Data are analyzed using SPSS and NVIVO. Results show that hotel guests’ preferences of technology amenities vary significantly by their education levels and will influence guests’ satisfaction and behavioral intention with regard to both hotel selection and destination selection. This paper appears to be the first attempt to investigate the influence of hotel guests’ technology preferences on their behavioral intention in both the hotel and the tourism destination context. With the expectation to help the hotel industry, managerial implications and suggestions on technology adoption were provided on the basis of data analysis.
AB - Technology in the hospitality industry is becoming increasingly important nowadays, because it has a close relationship with guest satisfaction and behavioral intention. This research aims to investigate hotel guests’ preferences of in-room technology amenities by different demographic groups, and to find out how technology amenities including robots, artificial intelligence, and service automation, affect hotel guests’ satisfaction, which in turn influence future behavioral intention to choose hotel and destination. This study uses a mixed quantitative and qualitative approach. Data are analyzed using SPSS and NVIVO. Results show that hotel guests’ preferences of technology amenities vary significantly by their education levels and will influence guests’ satisfaction and behavioral intention with regard to both hotel selection and destination selection. This paper appears to be the first attempt to investigate the influence of hotel guests’ technology preferences on their behavioral intention in both the hotel and the tourism destination context. With the expectation to help the hotel industry, managerial implications and suggestions on technology adoption were provided on the basis of data analysis.
KW - Technology amenities
KW - artificial intelligence
KW - behavioral intention
KW - hotel industry
KW - robots
KW - satisfaction
KW - service automation (RAISA)
UR - http://www.scopus.com/inward/record.url?scp=85129847143&partnerID=8YFLogxK
UR - https://www.mendeley.com/catalogue/c31348e4-2565-3387-be63-61f3d6430c44/
U2 - 10.1080/1528008x.2022.2070817
DO - 10.1080/1528008x.2022.2070817
M3 - Article
AN - SCOPUS:85129847143
SN - 1528-008X
VL - 24
SP - 545
EP - 575
JO - Journal of Quality Assurance in Hospitality and Tourism
JF - Journal of Quality Assurance in Hospitality and Tourism
IS - 5
ER -