Classifying technological innovation attributes for hotels: an application of the Kano model

Chiang, Chun-Fang; Chen, Wenyu; Hsu, Chia-Yuan

doi:10.1080/10548408.2019.1575786

Cited by 36 publications

(31 citation statements)

References 36 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Zhong and Verma (2019) examined the views of customers in Chinese hotels via the survey method, and found that the robots' limited operating functions allows scope for improvements to be made. Similar conclusions were drawn by Chiang et al (2019), who studied travelers at four and five-star hotels in Taiwan (which leads the way in technological innovation in the industry); they found that attributes of innovative technologies are very likely to become important requirements in the future. As regards surveys with 2019) research was initiated with experienced hoteliers whose hotels have increasingly used various artificial intelligent tools and have direct contact with customers; artificial intelligence was found to enable 24-hour shifts, and thus, better provision of customer services.…”

Section: Data Aggregation From Users: Data Miningsupporting

confidence: 74%

Τwo to Tango: Entrepreneurs and Robots’ Users in Hospitality Service Innovation

Kavoura

2021

Tourism, Hospitality &Amp; Event Management

View full text Add to dashboard Cite

The travel and tourism industry is one of the world's largest industries, with a global economic contribution of over 7.6 trillion US dollars in 2016 (Statista 2019). Tourism is also one of the most important components of a country's economy. According to the United Nations World Tourism Organization (UNWTO) (2019), tourism contributes to economic growth and development globally, for both emerging and advanced economies: the Asia Pacific region recorded the highest growth in arrivals for 2018, closely followed by Africa.More specifically, China and Thailand are among the top ten destinations, by international tourist arrivals in 2018 (UNWTO 2019), and Asia was the fastestgrowing region in 2018 (UNWTO 2019). The use of automated and robotic systems in hospitality, in order to cater for guests' needs, provides an option especially in the Asia Pacific, given that Japanese and Chinese companies have developed innovative systems because (a) they have government support. Taiwan (Huang and Intarakumnerd 2019) and Vietnam have been reported as among the countries with the highest total early-stage entrepreneurial activity (Vuong et al. 2019); (b) cheap raw materials and the focus on domestic tasks, which brings great profits for companies that manufacture such products (Ferraz 2020; Service Robotics Market 2020), and thus, aim for the excellence of services (Chon 2019).Definitions in regard to human machine interface and hotel robots are provided in limited studies (Ivanov and Webster 2019a; Tussyadiah 2020) since robots in the hotel industry is an emergent phenomenon; boundaries are still blurred on those high tech services that hospitality may employ. For example, intelligent agents can be used to accomplish work for its users and incorporate software or hardware (Liang

show abstract

Section: Data Aggregation From Users: Data Miningsupporting

confidence: 74%

Τwo to Tango: Entrepreneurs and Robots’ Users in Hospitality Service Innovation

Kavoura

2021

Tourism, Hospitality &Amp; Event Management

View full text Add to dashboard Cite

show abstract

“…On this stream, the analysis carried out on pre-Covid and during and post-Covid pandemic is suitable in underlining that when a tourist defines his/her criteria to choose toward lodging, food and drink services, transports, events (Chiang et al 2019 ) to attend, and attractions to visit, the first-order factors identified are very consistent and relevant. It is clear the strong tie between tourist expectations and tourist preferences, as demonstrated in H1.…”

Section: Discussionmentioning

confidence: 99%

Toward a ‘New Normal’? Tourist Preferences Impact on Hospitality Industry Competitiveness

Cuomo

Tortora

Danovi

et al. 2021

Corp Reputation Rev

View full text Add to dashboard Cite

The recent outbreak of novel coronavirus (Covid-19) has led to a global panic due to its fatal nature which has harshly impacted the tourist sector and on the place reputation in general. This study aims to compare the factors that develop tourist preferences in terms of (i) what drives the favorability of tourist preferences? (ii) what relationship exists between tourist expectations, proximity, and favorable reputation? and (iii) what are the main influences of tourist preferences on hospitality system competitiveness pre and post Covid-19? By employing structural equation modeling, this study advances knowledge into the research variables’ relationships and advances reputation and marketing performance and practices in the hospitality industry.

show abstract

“…Overall, Zhong and Verma (2019) claimed that robots have been used from a number of hotels in China, but still there is lot of space for improvements on their use. In other researches, Chiang et al (2019) have used the Kano model so to examine the satisfaction and the expectations of guests of hotels in Taiwan. One of the findings of this research was the guests favour the use of innovations from hotels.…”

Section: The Use Of Robots In the Tourism Industrymentioning

confidence: 99%

A Conceptual Study of Proposing a Model to Use Robots in Hospitality Industry based on the Empirical Evidences

Belias¹,

Vasiliadis²

2021

ojtmr

View full text Add to dashboard Cite

The aim of this paper is to analyze the development perspectives of robots in the hospitality industry and to draw a research model which may contribute in future reserch. More precisely, the current work examines the intentions of the consumers and employees to use robots on hotel services based on the findings of the related literature. The existing literature indicates that there is a gap due of the lack of academic research and of the fact that robots are used only in a small number of hotels. Recent publications indicate that there is a dichotomy over whether robots can benefit or not the hospitality sector. Based on the findings of the literature review, the authors have moved on with a research model which is going to be used for the case of Greek hotels. Hence, this paper aims on developing a conceptual framework for the intention to use robots from hotels and its impact on the expectations from the service quality of the hotels which use robots. However, this model has not been tested yet. Regarding the value of developing and using the proposed research model, by implementing this model, the academia and the practitioners would be able to understand on which type of hotel the robots would provide a better value. The use of robots on the hospitality industry is something new. This means that there is a lack of consensus over its value and usage along with a lack of a conceptual framework. For this reason, this study helps the academia and practitioners to better understand the contribution of robots in the hospitality industry.

show abstract

Classifying technological innovation attributes for hotels: an application of the Kano model

Cited by 36 publications

References 36 publications

Τwo to Tango: Entrepreneurs and Robots’ Users in Hospitality Service Innovation

Τwo to Tango: Entrepreneurs and Robots’ Users in Hospitality Service Innovation

Toward a ‘New Normal’? Tourist Preferences Impact on Hospitality Industry Competitiveness

A Conceptual Study of Proposing a Model to Use Robots in Hospitality Industry based on the Empirical Evidences

Contact Info

Product

Resources

About