Exploring the implementation of technology amenities to enhance customer experience and satisfaction

• Autor(a) principal: Faria, Maria Calçado Carvalho Mendonça
• Data de Publicação: 2022
• Tipo de documento: Dissertação
• Idioma: eng
• Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
• Texto Completo: http://hdl.handle.net/10362/163662
• topic: City hotels; Hotel facilities; Technoogy amenities; Customer experience; Customer satisfaction; Domínio/Área Científica::Ciências Sociais::Economia e Gestão

Technology in city hotels is becoming increasingly important to meet guests’ demands and gain a competitive advantage. Nevertheless, limited literature exists in this respect. Thus, this paper investigates the impact of technology in enhancing guest experience and satisfaction along the customer journey, including experience in co-working spaces, given their differentiating adoption by city hotels. Accordingly, four studies are conducted concerning the role of technology in marketing, hotel facilities, guest loyalty, and co-working spaces, targeting city hotels rated three- or four-starts. Both the viewpoints of customers, through online surveys, and general managers, through focus-group interviews, are utilized. Subsequently, studies’ results are conjointly resorted to attain the ultimate purpose of this paper to provide hoteliers with sound recommendations to enhance their business strategy. Findings showed that, although technologies are crucial for customer experience and satisfaction, city hotel general managers should excel at presenting a personalized service, while optimally balancing technology selfservices and human interactions, and offering differentiating products