High tech meets high touch in upscale hotels

Purpose This paper presents an analysis of the impact of current technologies on customer experiences in upscale hotels and assesses the potential of the latest technologies for enhancing customers’ stay. Design/methodology/approach A two-step approach was applied in this study. The qualitative phas...

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Bibliographic Details
Published in:Journal of hospitality and tourism technology 2016-01, Vol.7 (4), p.347-365
Main Authors: Brochado, Ana, Rita, Paulo, Margarido, Ana
Format: Article
Language:English
Subjects:
Batteries
Computer & video games
Connectivity
Customer services
Hospitality industry
Hotels & motels
Information technology
Internet access
Leisure
Personal computers
Smartphones
Studies
Technology
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Summary:Purpose This paper presents an analysis of the impact of current technologies on customer experiences in upscale hotels and assesses the potential of the latest technologies for enhancing customers’ stay. Design/methodology/approach A two-step approach was applied in this study. The qualitative phase included an examination of upscale hotel websites, interviews with hotel managers and an internet search regarding the latest technological innovations in hotels. In the quantitative stage, a questionnaire was developed for hotel guests, generating a sample of 310 valid completed questionnaires. Findings The results reveal that hotel guests value digital involvement in their hotel experience. Moreover, business travellers and younger generations give greater importance to latest technologies. Originality/value This study analyses the most innovative technologies, providing guidance for hoteliers wishing to upgrade or implement new technologies. Based on the findings, hoteliers can achieve greater differentiation by offering the most important and latest technology to guests, enhancing their experience and attracting new customers, which can potentially lead to increased revenues. The study’s results are also important because they include the perceptions of both managers and customers.
ISSN:1757-9880
1757-9899
DOI:10.1108/JHTT-07-2016-0038