Improving the service industry with hyper-connectivity: IoT in hospitality

104

Purpose The purpose of this study was to explore if five subdimensions of perceived risk (financial, time, privacy, performance and psychological risks) negatively affects image. In addition, this study aims to investigate if image has a positive effect on intentions to use. Lastly, the purpose of this study was to examine the moderating effect of Coronavirus disease-2019 (COVID-19), before and after the outbreak, in the relationship between perceived risk and image. Design/methodology/approach Data were collected from 331 people before the COVID-19 outbreak and 343 people after the COVID-19 outbreak. To test hypotheses, this study used structural equation modeling. Findings Time, performance and psychological risks negatively affected image before the outbreak of COVID-19. Meanwhile, performance risks and psychological risks had a negative influence on image only after the outbreak of COVID-19. In addition, there was demonstrated to be a positive relationship between image and intentions to use, both before and after the COVID-19 outbreak. Finally, the outbreak of COVID-19 positively moderates the relationship between performance risk and image. Practical implications The current study provides the following practical implications. First, industry practitioners need to develop a performance guarantee system which enhances the quality assurance of drone food delivery services (DFDS). Second, live streaming or creative activities would help to visualize DFDS in a way that stresses the stable operation of these services. Originality/value The importance of contactless services has been emphasized ever since the beginning of the COVID-19 outbreak. However, there has been very little research on the future of contactless services after COVID-19. This study investigated the perceived risk from DFDS as a form of contactless service which has not been conducted before. The findings of this study will improve the understanding of the changes that have occurred in consumers’ perception of risk from DFDS during the COVID-19 pandemic.

Section: Discussionmentioning

confidence: 99%

Perceived risks from drone food delivery services before and after COVID-19

Choe

Kim

Hwang

2021

104

“…For Mercan et al (2021), context awareness and hyper-personalization, through intensive and continuous data collection (hyper-connectivity) and real-time processing, are key trends in the service industry. Therefore, big data plays a crucial role in the collection of information, as it allows hoteliers to retrieve, analyze and visualize data to provide personalized services in real-time (Mariani, 2019; Stylos et al , 2021).…”

Section: Discussionmentioning

confidence: 99%

The internet of things in upscale hotels: its impact on guests’ sensory experiences and behavior

Pelet¹,

Lick

Taieb

2021

Purpose This study bridges the gap between sensory marketing and the use of the internet of things (IoT) in upscale hotels. This paper aims to investigate how stimulating guests’ senses through IoT devices influenced their emotions, affective experiences, eudaimonism (well-being), and ultimately, guest behavior. The authors examined the potential moderating effects of gender. Design/methodology/approach Research conducted comprised an exploratory study, which consisted of interviews with hotel managers (Study 1) and an online confirmatory survey (n = 357) among hotel guests (Study 2). Findings The results showed that while the senses of smell, hearing and sight had an impact on guests’ emotions, the senses of touch, hearing and sight impacted guests’ affective experiences. The senses of smell and taste influenced guests’ eudaimonism. The sense of smell had a greater effect on eudaimonism and behavioral intentions among women compared to men. Research limitations/implications This study concentrated on upscale hotels located in Europe. Further research may explore the generalizability of the findings (e.g. in other cultures, comparison between high-end and low-end hotels). Practical implications Managers of upscale hotels should apply congruent sensory stimuli from all five senses. Stimuli may be customized (“SoCoIoT” marketing). IoT in hotels may be useful in the aftermath of the COVID pandemic, as voice commands help guests avoid touching surfaces. Originality/value IoT can be applied in creating customized multi-sensory hotel experiences. For example, hotels may offer unique and diverse ambiances in their rooms and suites to improve guest experiences.

“…For example, wearable devices supporting augmented reality and virtual reality are under investigation as tourism destinations devastated by the effects of COVID-19 are increasingly reliant on this technology to communicate their products and services through interactivity, immersion, and visualization (tom Yung et al, 2020). Recent anecdotal reports have presented the use of smartwatches installed with proprietary software, enabling hotel employee communication through cloudbased or IoT hyper-connectivity (Mercan et al, 2020). While wearable technology adoption research targeting both consumers and employees in the hospitality discipline promotes the service delivery perspective, research with a focus on wearable technology characteristics in the employee safety and health context still lags behind.…”

Section: Examining Wearable Technology Characteristics (Ii)mentioning

confidence: 99%

A wearable technology solution and research agenda for housekeeper safety and health

Mejia

Ciarlante

Chheda

2021

Purpose Adopting an interdisciplinary perspective, the purpose of this paper was to posit an industry-wide technological intervention for hotel housekeeper safety and health through the advancement of wearable technology. Design/methodology/approach Using the task-technology fit (TTF) model and examples of successful safety and health applications of wearable technologies in the health-care and construction management industries, interventions and future research directions are presented to address workplace hazards experienced by hotel housekeepers. Findings The fit between a variety of hotel housekeeper user requirements, task demands and wearable functions are explored with justification for the use of wearable devices to improve safety and health-related outcomes. Research limitations/implications A research agenda is proposed for the adoption and use of wearables in the hospitality industry with the intention to generate meaningful interventions beyond corporate wellness, and the mitigation of employee privacy concerns to enhance wearable adoption. Practical implications Given the importance of consumer safety and health assurance in a post-pandemic business environment, hospitality and tourism organizations should place greater emphasis on protecting front line employees who will be essential in regaining economic viability. Social implications Theoretical and practical foci should move beyond a simplistic view of hospitality and tourism worker safety and health that generally centers on wellness initiatives and other baseline strategies, toward a more holistic view benefitting the hospitality industry. Originality/value Extant concerns about hotel housekeeper safety and health, in addition to new concerns and threats in a post-pandemic work environment, are largely understudied and worthy of investigation.