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Questions and Answers
What is a potential area of future research in hotel technology adoption?
What is a potential area of future research in hotel technology adoption?
Which study examined the importance and performance of guest technologies in the lodging industry?
Which study examined the importance and performance of guest technologies in the lodging industry?
What is the title of the report that discussed the future of guestroom technology?
What is the title of the report that discussed the future of guestroom technology?
Which of the following authors explored the strategic attitudes and information technologies in the hospitality business?
Which of the following authors explored the strategic attitudes and information technologies in the hospitality business?
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What is the primary focus of the study by Brewer, Kim, Schrier, and Farrish (2008)?
What is the primary focus of the study by Brewer, Kim, Schrier, and Farrish (2008)?
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Study Notes
Hotel Technology Expectations
- 95% of guests expect hotels to increasingly use new technologies to improve efficiency, reduce costs, personalize the customer experience, and improve service.
- Guests expect hotels to offer at least the same level of amenities as they have in their homes.
Benefits of Hotel Technology
- Hotel technology implementations can improve customer satisfaction, increase productivity, and reduce costs, resulting in a competitive advantage.
- In-room technology can enhance customer experiences, with 62.5% of lodging operators reporting successful or very successful enhancement.
Most Valued Hotel Technologies
- The five highest rated technologies are:
- In-room telephones
- Express check-in/check-out
- In-room alarm clocks
- Easily accessible electronic outlets
- In-room high-speed internet access (HSIA)
Least Valued Hotel Technologies
- Guests are least satisfied with:
- In-room universal battery chargers
- Video-conferencing capabilities
- In-room fitness systems
- In-room personal computers
- In-room gaming systems (e.g. Wii or PlayStation)
Impact of Hotel Technologies on Guest Satisfaction
- In-room technologies, business essentials, and internet access can enhance guest experiences and have a substantial impact on guest satisfaction.
- Comfort technologies have no impact on hotel guest satisfaction.
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Description
This quiz assesses your understanding of the technological amenities that hotel guests expect. It covers the importance of technology in hotels, guest expectations, and the role of technology in improving customer experience.
