ROLE OF SERVICE AUTOMATION ON GUEST EXPERIENCE OF HOTEL INDUSTRY

IF 1.2 Q3 HOSPITALITY, LEISURE, SPORT & TOURISM

Tourism and Hospitality Management-Croatia Pub Date : 2023-01-01 DOI:10.20867/thm.29.2.11

Swagat Praharaj, B. B. Mishra, U. Mishra, Rashmiranjan Panigrahi, P. Mishra

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引用次数: 1

Abstract

Purpose – This study examines the impact of service automation (SA) on value creation (VC) and guest experience (GE) in the hotel industry to provide recommendations on how the hotel industry can rebuild from the impact of Covid-19 and meet future growth challenges. Design – The constructs of the variables were considered from previous literature. A twostep questionnaire was created to first identify demographics, years of experience, etc., and a later portion of the questionnaire was based on a 5-point Likert scale to identify our intended proposal. Methodology – A sample of 290 Indian hotel customers was considered. The focus of the preliminary study was on the psychometric properties of the scale constructs. This study focused heavily on the validity and reliability of the scales. The first-order constructs, SA Practises, Service VC, and GE, were tested for validity and reliability. Structural equation modelling (SCM) is used to determine the effects of SA on VC and GE. Approach – The identified factors were confirmed with confirmatory factor analysis (CFA) and the SEM technique was applied to reveal the exclusive as well as the complex relationships between SA, VC and GE. Findings – The results show that both SA and the service VC have a positive influence on GE. SA has an indirect and significant influence on GE, with the service VC playing a mediating role. The results show that both factors, SA and VC, have a positive influence on GE in the hotel industry, but SA has an indirect and significant influence on GE, and VC plays a mediating role. Originality of the research – the study suggests that SA may be able to improve GE in the hotel industry through its influence on VC

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服务自动化对酒店业客人体验的作用

目的-本研究考察了服务自动化(SA)对酒店业价值创造(VC)和客人体验(GE)的影响，为酒店业如何从Covid-19的影响中重建并应对未来的增长挑战提供建议。设计-变量的结构是从以前的文献中考虑的。我们创建了一个分两步的调查问卷，首先确定人口统计数据、经验年数等，调查问卷的后一部分是基于5分李克特量表来确定我们的计划提案。方法-考虑了290名印度酒店客户的样本。初步研究的重点是量表构念的心理测量特性。本研究主要关注量表的效度和信度。一阶构念，SA实践，服务VC和GE，进行了效度和信度测试。采用结构方程模型(SCM)确定了SA对VC和GE的影响。方法-通过验证性因子分析(CFA)对确定的因素进行确认，并应用扫描电镜技术揭示SA, VC和GE之间的独特和复杂关系。结果表明，SA和服务VC对GE均有正向影响。SA对GE有间接且显著的影响，服务VC起中介作用。结果表明，SA和VC对酒店行业GE均有正向影响，但SA对GE有间接显著影响，VC起中介作用。研究的独创性——研究表明SA可以通过对VC的影响来改善酒店行业的GE

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来源期刊

Tourism and Hospitality Management-Croatia HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

1.90

自引率

23.10%

发文量

审稿时长

15 weeks

期刊介绍： Tourism and Hospitality Management is an international, multidisciplinary, open access journal, aiming to promote and enhance research in all fields of the tourism and hospitality industry. It publishes double-blind reviewed papers and encourages an interchange between tourism and hospitality researchers, educators and managers. Editors of Tourism and Hospitality Management strongly promote research integrity and aim to prevent any type of scientific misconduct, such as: fabrication, falsification, plagiarism, redundant publication and authorship problems. All submitted manuscripts are checked using Crossref Similarity Check (iThenticate). Nurturing a scientifically based approach to research, the journal publishes original papers along with empirical research and theoretical articles that contribute to the conceptual development of tourism and hospitality management. Editors look particularly for articles about new trends, challenges and developments, as well as the application of new ideas that are likely to affect the tourism and hospitality industry. The general criteria for the acceptance of articles are: contribution to the scientific knowledge in the field of tourism and hospitality management, scientifically reliable research methodology, relevant literature review and quality of the English language.