Preferences of Technology Amenities, Satisfaction and Behavioral Intention: The Perspective of Hotel Guests in Hong Kong

IF 2.6 4区管理学 Q2 HOSPITALITY, LEISURE, SPORT & TOURISM

Journal of Quality Assurance in Hospitality & Tourism Pub Date : 2023-09-03 DOI:10.1080/1528008X.2022.2070817

Xinyan Zhang, Pimtong Tavitiyaman, Wing Yin Tsang

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引用次数: 5

Abstract

ABSTRACT 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.

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科技设施偏好、满意度与行为意向:香港酒店客人的视角

如今，技术在酒店业变得越来越重要，因为它与客人满意度和行为意愿有着密切的关系。本研究旨在调查不同人口统计群体的酒店客人对客房内科技设施的偏好，并探讨包括机器人、人工智能和服务自动化在内的科技设施如何影响酒店客人的满意度，进而影响未来选择酒店和目的地的行为意愿。本研究采用定量和定性相结合的方法。数据分析采用SPSS和NVIVO软件。结果表明，酒店客人对科技设施的偏好因受教育程度的不同而有显著差异，并会影响客人在酒店选择和目的地选择上的满意度和行为意愿。本文似乎是第一次尝试在酒店和旅游目的地背景下调查酒店客人的技术偏好对其行为意愿的影响。在数据分析的基础上，提出了管理启示和技术采用建议，以期对酒店业有所帮助。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Journal of Quality Assurance in Hospitality & Tourism HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

7.00

自引率

18.20%

发文量

期刊介绍： The Journal of Quality Assurance in Hospitality & Tourism serves as a medium to share and disseminate new research findings, theoretical development and superior practices in hospitality and tourism. The journal aims to publish cutting-edge, empirically and theoretically sound research articles on quality planning, development, management, marketing, evaluation, and adjustments within the field. Readers of the journal stay up-to-date on the latest theory development and research findings, ways to improve business practices, successful hospitality strategies, maintenance of profit requirements, and increasing market share in this complex and growing field. Comprised of conceptual and methodological research papers, research notes, case studies, and review books and conferences the Journal of Quality Assurance in Hospitality & Tourism offers readers examples of real world practices and experiences that involve: -Organizational development and improvement -Operational and efficiency issues -Quality policy and strategy development and implementation -Quality function deployment -Quality experiences in hospitality industry -Service quality improvement and customer satisfaction -Managerial issues, such as employee empowerment & benefits, quality costs, & returns on investment -The role and participation of private and public sectors, including residents -International, national, and regional tourism; tourism destination sites; arid systems of tourism