Hospitality Service Innovation: KLEEDing an Outstanding Guest Experience

Abstract

The paper proposes to innovate service strategies following the KLEED model that expands to the attributes for the outstanding guest experience. The study is based on a review of academic literature, business news reports and online resources regarding human touch and technology the hotel industry is using. The suggestions were drawn from the authors' guest journey experience while staying in different hotels. Human touch or personal interaction is an integral part of the hospitality service business, and should never be set aside. In the same way for technology, adopting it contributes to the value creation of the hospitality business resulting in greater guest satisfaction. Thus, a blend of human touch and technology turns out to be the main ingredients for the outstanding guest experience. This paper used the authors' experience as hotel guests and other business reports to draw suggestions on how a blended service will create outstanding guest experience.

Harnessing Technology in the Evolving Tourism Servicescape during the Post-Covid-19 Era

“…Interpersonal interactions and personal touch have traditionally shaped tourist experiences. During and after COVID-19, tourists and customers demand touchless, innovative ways to avoid physical contact; thus, customer service has changed the notion of 'human touch' [29]. There are many touch-free or contactless interaction options, including mobile phones.…”