Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/10405
Title: Deploying self-service technology in luxury hotel brands : perceptions of business travelers
Authors: Kucukusta, D 
Heung, VCS
Hui, S
Keywords: Business travelers
Diffusion of innovation
Luxury hotel brands
Self-service technology
Issue Date: 2014
Publisher: Routledge, Taylor & Francis Group
Source: Journal of travel & tourism marketing, 2014, v. 31, no. 1, p. 55-70 How to cite?
Journal: Journal of travel & tourism marketing 
Abstract: Traditional brick-and-mortar companies are embracing the use of self-service technology (SST) to enhance the services they offer and to gain customer loyalty. The objectives of doing so are to stay at the forefront of today's marketplace and improve service, efficiency, and profitability. However, SST directly eliminates the traditional service encounter from which luxury hotels benefit. With the rising popularity of SST and benefits it brings to both hoteliers and customers contradicting the importance of the personal service encounter to luxury hotel brands, it is critical for hoteliers to learn about the importance of SST and luxury brand identity in order to bring the greatest satisfaction to both parties. This article examines business travelers' perceptions of SST adoption by luxury hotel brands in Hong Kong. The results emphasize the importance of both personal service and SST in satisfying customer needs and in increasing profitability.
URI: http://hdl.handle.net/10397/10405
ISSN: 1054-8408
EISSN: 1540-7306
DOI: 10.1080/10548408.2014.861707
Appears in Collections:Journal/Magazine Article

Access
View full-text via PolyU eLinks SFX Query
Show full item record

SCOPUSTM   
Citations

4
Last Week
0
Last month
0
Citations as of Sep 10, 2017

WEB OF SCIENCETM
Citations

4
Last Week
1
Last month
0
Citations as of Sep 21, 2017

Page view(s)

78
Last Week
2
Last month
Checked on Sep 17, 2017

Google ScholarTM

Check

Altmetric



Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.