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Title: Customer experiences with hotel smartphone: a case study of Hong Kong hotels
Authors: Hui, LT
Au, N 
Law, R 
Keywords: Smartphone
Hong Kong
Customer experience
Issue Date: 2016
Publisher: New York Springer
Source: In A Inversini & R Schegg (Eds.), Information and Communication Technologies in Tourism 2016 : proceedings of the international conference in Bilbao, Spain, February 2-5, 2016, p. 455-466. Cham: New York Springer, 2016 How to cite?
Abstract: Competition in the hotel industry is intense in Hong Kong. Providing personalized services through the latest technology is a comparative advantage that hotels can pursue. Recently, many hotels have started to provide complementary “handy smartphones” to guests and have received a positive feedback. This study explores the experiences of customers on the complementary “handy smartphones” provided by hotels and identifies the factors affecting the actual smartphone usage behavior. A survey of 121 hotel guests was conducted on seven major aspects of “handy smartphones” in four Hong Kong hotels. Results revealed that guests were mostly satisfied with the free smartphone provision of hotels. Price, security, and connectivity were among the important aspects leading to the actual usage of these smartphones. Recommendations on the enhancement of “handy smartphones” are provided.
ISBN: 9783319282312 (electronic bk.)
331928231X (electronic bk.)
DOI: 10.1007/978-3-319-28231-2_33
Appears in Collections:Conference Paper

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