Technology in hospitality: how generation Y perceives this trend

Detalhes bibliográficos
Autor(a) principal: Flores, Luísa Menezes
Data de Publicação: 2021
Tipo de documento: Dissertação
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10362/139162
Resumo: The Hospitality Industry operates in a highly competitive market, and technology is a valuable asset when it comes to the implementation of differentiated strategies. This study aims to determine how technology is perceived by Generations X, Y,and Z to increase guest satisfaction, considering Covid-19 pandemic side effects. An online survey was carried out and two interviews were conducted to analyze the relationship between hotels, technology,and generations. The results suggest that for the three generations, technology is not a decidingfactor, but it is a key differentiator in the enhancement of the guest experience. Nevertheless, it is expected that fully digital hotels will be a niche market. Generation Y (Gen Y), also known as Millennials or "Digital Natives", are individuals born between 1980 and 1994. Although this generation is very comfortable and devoted to technology, they do not search for technological amenities in hotels. Nevertheless, they value the technology in hotels when used to smooth guest journey and enhance the guest experience. However, hoteliers should be aware that for this generation, human interaction is very important, and they do not accept being served only by robots or machines
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spelling Technology in hospitality: how generation Y perceives this trendDigitalizationTechnologyHospitalityGeneration YDomínio/Área Científica::Ciências Sociais::Economia e GestãoThe Hospitality Industry operates in a highly competitive market, and technology is a valuable asset when it comes to the implementation of differentiated strategies. This study aims to determine how technology is perceived by Generations X, Y,and Z to increase guest satisfaction, considering Covid-19 pandemic side effects. An online survey was carried out and two interviews were conducted to analyze the relationship between hotels, technology,and generations. The results suggest that for the three generations, technology is not a decidingfactor, but it is a key differentiator in the enhancement of the guest experience. Nevertheless, it is expected that fully digital hotels will be a niche market. Generation Y (Gen Y), also known as Millennials or "Digital Natives", are individuals born between 1980 and 1994. Although this generation is very comfortable and devoted to technology, they do not search for technological amenities in hotels. Nevertheless, they value the technology in hotels when used to smooth guest journey and enhance the guest experience. However, hoteliers should be aware that for this generation, human interaction is very important, and they do not accept being served only by robots or machinesMajor, Euclides Filipe FerreiraGuerreiro, Sérgio Miguel PratasRUNFlores, Luísa Menezes2022-06-01T14:08:17Z2022-01-182021-12-172022-01-18T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://hdl.handle.net/10362/139162TID:202998380enginfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-03-11T05:16:30Zoai:run.unl.pt:10362/139162Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T03:49:20.578140Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv Technology in hospitality: how generation Y perceives this trend
title Technology in hospitality: how generation Y perceives this trend
spellingShingle Technology in hospitality: how generation Y perceives this trend
Flores, Luísa Menezes
Digitalization
Technology
Hospitality
Generation Y
Domínio/Área Científica::Ciências Sociais::Economia e Gestão
title_short Technology in hospitality: how generation Y perceives this trend
title_full Technology in hospitality: how generation Y perceives this trend
title_fullStr Technology in hospitality: how generation Y perceives this trend
title_full_unstemmed Technology in hospitality: how generation Y perceives this trend
title_sort Technology in hospitality: how generation Y perceives this trend
author Flores, Luísa Menezes
author_facet Flores, Luísa Menezes
author_role author
dc.contributor.none.fl_str_mv Major, Euclides Filipe Ferreira
Guerreiro, Sérgio Miguel Pratas
RUN
dc.contributor.author.fl_str_mv Flores, Luísa Menezes
dc.subject.por.fl_str_mv Digitalization
Technology
Hospitality
Generation Y
Domínio/Área Científica::Ciências Sociais::Economia e Gestão
topic Digitalization
Technology
Hospitality
Generation Y
Domínio/Área Científica::Ciências Sociais::Economia e Gestão
description The Hospitality Industry operates in a highly competitive market, and technology is a valuable asset when it comes to the implementation of differentiated strategies. This study aims to determine how technology is perceived by Generations X, Y,and Z to increase guest satisfaction, considering Covid-19 pandemic side effects. An online survey was carried out and two interviews were conducted to analyze the relationship between hotels, technology,and generations. The results suggest that for the three generations, technology is not a decidingfactor, but it is a key differentiator in the enhancement of the guest experience. Nevertheless, it is expected that fully digital hotels will be a niche market. Generation Y (Gen Y), also known as Millennials or "Digital Natives", are individuals born between 1980 and 1994. Although this generation is very comfortable and devoted to technology, they do not search for technological amenities in hotels. Nevertheless, they value the technology in hotels when used to smooth guest journey and enhance the guest experience. However, hoteliers should be aware that for this generation, human interaction is very important, and they do not accept being served only by robots or machines
publishDate 2021
dc.date.none.fl_str_mv 2021-12-17
2022-06-01T14:08:17Z
2022-01-18
2022-01-18T00:00:00Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/masterThesis
format masterThesis
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10362/139162
TID:202998380
url http://hdl.handle.net/10362/139162
identifier_str_mv TID:202998380
dc.language.iso.fl_str_mv eng
language eng
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eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron_str RCAAP
institution RCAAP
reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
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