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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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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cited_by cdi_FETCH-LOGICAL-c383t-9503f10dcc78a35510e35fd8310293249c8ae8921e0c7a7cd5766ac9188be78c3
cites cdi_FETCH-LOGICAL-c383t-9503f10dcc78a35510e35fd8310293249c8ae8921e0c7a7cd5766ac9188be78c3
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container_title Journal of hospitality and tourism technology
container_volume 7
creator Brochado, Ana
Rita, Paulo
Margarido, Ana
description 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.
doi_str_mv 10.1108/JHTT-07-2016-0038
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subjects Batteries
Computer & video games
Connectivity
Customer services
Hospitality industry
Hotels & motels
Information technology
Internet access
Leisure
Personal computers
Smartphones
Studies
Technology
title High tech meets high touch in upscale hotels
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