Please use this identifier to cite or link to this item:
http://hdl.handle.net/10397/93174
DC Field | Value | Language |
---|---|---|
dc.contributor | School of Hotel and Tourism Management | en_US |
dc.creator | Liu, C | en_US |
dc.creator | Hung, K | en_US |
dc.date.accessioned | 2022-06-09T06:14:15Z | - |
dc.date.available | 2022-06-09T06:14:15Z | - |
dc.identifier.issn | 1098-3058 | en_US |
dc.identifier.uri | http://hdl.handle.net/10397/93174 | - |
dc.language.iso | en | en_US |
dc.publisher | Springer | en_US |
dc.rights | © Springer-Verlag GmbH Germany, part of Springer Nature 2020 | en_US |
dc.rights | This version of the article has been accepted for publication, after peer review (when applicable) and is subject to Springer Nature’s AM terms of use(https://www.springernature.com/gp/open-research/policies/accepted-manuscript-terms), but is not the Version of Record and does not reflect post-acceptance improvements, or any corrections. The Version of Record is available online at: http://dx.doi.org/10.1007/s40558-020-00167-1 | en_US |
dc.subject | Comparison | en_US |
dc.subject | Hotel | en_US |
dc.subject | Prospect theory | en_US |
dc.subject | Self-service technology | en_US |
dc.subject | Service employee | en_US |
dc.title | A comparative study of self-service technology with service employees : a qualitative analysis of hotels in China | en_US |
dc.type | Journal/Magazine Article | en_US |
dc.identifier.spage | 33 | en_US |
dc.identifier.epage | 52 | en_US |
dc.identifier.volume | 22 | en_US |
dc.identifier.issue | 1 | en_US |
dc.identifier.doi | 10.1007/s40558-020-00167-1 | en_US |
dcterms.abstract | The rise of self-service technology (SST) has transformed the lodging industry. Clarifying how hotels and customers can use SST offers insights for hoteliers and fills a research gap regarding SST and the service employees such technology replaces. To accomplish these aims, the researchers held 4 focus groups followed by 60 in-depth interviews with hoteliers and customers, respectively, to explore the role of SST relative to service employees and their influences on SST use. Findings revealed seven comparison dimensions between SST and service employees along with employees’ influences on SST use. SST were more effective than service employees in terms of cost savings, consistent service quality, and provision of high-tech customer experiences. However, service personnel tended to outperform SST in communication, ease of use, usefulness, and high-touch experiences. The merits and disadvantages of SST are dynamic and related to interactions among SST, users (hotels), end users (customers), and alternative service agents (employees). | en_US |
dcterms.accessRights | open access | en_US |
dcterms.bibliographicCitation | Information technology and tourism, Mar. 2020, v. 22, no. 1, p. 33-52 | en_US |
dcterms.isPartOf | Information technology and tourism | en_US |
dcterms.issued | 2020-03 | - |
dc.identifier.scopus | 2-s2.0-85078115953 | - |
dc.identifier.eissn | 1943-4294 | en_US |
dc.description.validate | 202206 bckw | en_US |
dc.description.oa | Accepted Manuscript | en_US |
dc.identifier.FolderNumber | SHTM-0246 | - |
dc.description.fundingSource | Self-funded | en_US |
dc.description.pubStatus | Published | en_US |
dc.identifier.OPUS | 24085160 | - |
dc.description.oaCategory | Green (AAM) | en_US |
Appears in Collections: | Journal/Magazine Article |
Files in This Item:
File | Description | Size | Format | |
---|---|---|---|---|
Hung_Comparative_Study_Self-Service.pdf | Pre-Published version | 919.65 kB | Adobe PDF | View/Open |
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