Hospitality services in the post COVID-19 era: Are we ready for high-tech and no-touch service delivery in smart hotels?

Journal of Hospitality Marketing & Management, 30:8, 905-928


Shu-Hsiang (Ava) Chen, Shian-Yang Tzeng, Aaron Tham & Peng-Xu Chu


Following the outbreak of the COVID-19 pandemic, some hotels have introduced a new service model called contactless service. This paper unpacks this new hospitality landscape through a random sample of 510 valid responses collected at a smart hotel in Taiwan in June 2020 and discusses the emergent insights through Multiple Linear Regression (MLR). The findings revealed that (1) Sense experience (SE), feel experience (FE), and relate experience (RE) were all positively impacting information sharing (IS); (2) Sense experience (SE) and feel experience (FE) positively affected satisfaction (CS). The positive adjustment of the relationship between the sense experience (SE) and the related experience (RE) for information sharing (IS) is regulated by the outbreak event disruption (ED). Intelligence operation (IO) is a significant mediating effect among five-sense experiences, customer satisfaction, and information sharing. This paper analyzes empirical data and provides insights that illuminate the nuances of customer experiences with contactless hospitality service.

在COVID-19大流行爆发后,一些酒店推出了一种新的服务模式,称为非接触式服务. 本文通过对台湾一家智能酒店在2020年6月收集到的510份有效问卷的随机抽样,揭示了这一新的酒店景观,并通过多元线性回归(MLR)讨论了新的见解. 结果发现:(1)知觉经验、知觉经验和关联经验对信息共享有正向影响(2) 感觉体验(SE)和感觉体验(FE)对满意度(CS)有正向影响. 信息共享中感知经验(SE)与相关经验(RE)之间关系的正向调节受暴发事件中断(ED)的调节. 智能操作在五感体验、顾客满意和信息共享之间具有显著的中介作用. 本文分析了实证数据,并提供了一些见解,阐明了非接触式酒店服务的客户体验的细微差别.