Generation Y and Z Perceptions of Hospitality Self-Service Technology (original) (raw)
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An Assessment of Generation Z’s Preferences for Guest-Facing Hotel Technologies
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Generation Z, also commonly described as Digital Natives, is a notable emerging market for hoteliers. Given the ever-evolving nature of the consumers, existing marketing strategies may not always be effective for incoming generational cohorts. This exploratory study submits that examining Generation Z members’ perceptions on guest-facing hotel technologies could yield useful information for new marketing strategies. The findings establish that guest-facing technologies is an important consideration for the members of Generation Z when selecting a hotel accommodation and they are willing to pay more for a hotel property that offers them. However, the level of perceived importance of such technologies varied depending on the functionality the particular technology offered in the context of a hotel stay.
Journal of Business Research, 2015
This study extends the self-service technology (SST) paradigm by revealing a relatively unexplored area; namely the under-utilization of SST systems, within service settings. By focusing on an SST kiosk system installed within one of Macau's most luxurious hotel/casinos, this research shows that regardless of a customer's perceived technology readiness, overall, customers deem many SST options unimportant. The results reveal that the hotel's guests rate the SST option that helps them obtain discounts for entertainment and dining options as highest in importance compared to all the other SST options. Thus, fun emerges as an antecedent to SST usage. A qualitative follow-up study reveals that the customers also shun the hotel's SST system because customers may avoid using SST while on vacation-to engage in a so-called technological pause. This finding is original to the SST paradigm.
The introduction of self-service technology (SST) into the service sector, specifically the restaurant industry, has significant impact upon customers, employees, and management. Exploratory factor analysis was used to identify perceptual/cognitive dimensions of SST. Analysis revealed three dimensions which explained 71% of the variance; usefulness, confidence/risk, and ease of use. A model was developed based upon the review of the literature positing cognitive/perceptual items lead to affect which together influence behavior. The findings indicated that cognitive perceptions about SST have both direct and indirect effect through affect on behavior.
Communicating with the Generations: What Data Can a Hotel Get from their Guest for Service
Euro-Asia Tourism Studies Journal
Customer involvement with service creation is essential for quality service; however, guest involvement is also needed. Technology-enhanced service ensures a higher level of guest experience; however, different generations have different connections to technology. Literature looking at technology's effect on guests often omits to differentiate generational characteristics. This study aims to understand the differences in preferred communication methods to understand if the information the guests share will be determined based on generational differences. The study was conducted with an online survey with the participation of Hungarian domestic travelers. (N=576)
Sustainability
Self Service Technology (SST] refers to technological interfaces that enable customers to produce a service independently, without service employees’ direct involvement. Because of the recent technological evolution and rising labor costs, most companies in the retail and service industries tend to use more technology-based SST options. This study tried to investigate the effects of technology readiness and consumer readiness on SST service quality, attitude toward using SST, and intention to use SST in the restaurants. This study verified that consumer readiness as well as technology readiness is a significant leading variable that influences perceived SST service quality that previous studies have not dealt with. The results of this study can provide various suggestions regarding the recent technology-based customer services from the practical point of view.
2016
This conceptual study highlights the relationship between several variables that influence consumer's intention to use self-service technologies in tourism and hospitality industry. With a rapid growth of technologies in the world nowadays, various technology innovations are introduced in order to facilitate people's needs and necessities. One of the innovations that has a great popularity among customers is Self-Service Technologies (SSTs). By understanding this relationship, it will provide different perspectives of customers' intention to use SSTs. By using the Technology Acceptance Model (TAM), this research paper proposed the factors of perceived ease of use, perceived reliability, technology readiness, perceived interactivity, and perceived personality that influence customer's intention to use SSTs in tourism and hospitality industry. Consumer's intention plays a huge factor in benefitting the tourism and hospitality industry in terms of profitability and technology inventions. Theoretically, this paper contributes to the general understanding of consumer's intention and the usage of SSTs. In implicit term, it paves the path for further SSTs research to zoom in on the most concrete aspects of consumers' perspective.
Customer Acceptance of Self-Service Technology in Five-Star Hotels in Egypt
Pharos International Journal of Tourism and Hospitality
Self-service technology (SST) is continuously improving to make a wide range of services easier, quicker, and more suitable. The current study aims mainly to explore customers' acceptance and intention to use SST in five-star hotels in Egypt based on its ease of use and usefulness. Therefore, the current research highlighted four issues of SST, namely; technology acceptance (perceived usefulness and ease of use), technology readiness (innovativeness, optimism, discomfort, and insecurity), technology characteristics (responsiveness and smartness), and customers' intention to use SST. Five main hypotheses were developed consequently. A survey form was completed by 940 hotel customers; they were selected randomly from five-star hotels in five regions. The findings revealed that customer acceptance of SST in hotels was significantly correlated with technology readiness and technology characteristics. In addition, there was a significant correlation between customers' acceptance of SST and their intention to use it. The research presents a comprehensive insight into SST practises in five-star hotels in Egypt. Furthermore, many implementations are provided that help hotel managers and decision-makers understand what motivates customers to accept SST.
International Journal of Academic Research in Business and Social Sciences
Today's explosion of technology revolutionizes the fast-food industry worldwide, including Malaysia. Increasingly, restaurant management teams have begun to embrace technology to provide electronic services to customers without requiring direct interaction with personnel. These technological interfaces have known as self-service technologies (SSTs). However, the use of SSTs has been the topic of recent studies. The issues that arise include the customer's reluctance to use the SSTs caused by technical errors, device failure, and the customer's involuntary participation in self-service technology. Therefore, the indication of customer experiences to create a holistic understanding in implementing technological change for an individual is still lacking. Thus, this study aims to investigate why customers use SSTs in the fast-food industry? This study employs qualitative research using in-depth interviews with ten customers who have experienced using the SSTs and physical observation. Thematic analysis was used to analyse the interviews after verbatim transcription. Five motivations for customers' SSTs usage have been identified in this research: meeting needs, alternative options, convenience, access to lower prices and forced usage. As a result, restaurants may
Deleted Journal, 2024
Technological developments in the food and beverage industry sector triggered by the Covid-19 pandemic have been presented by McDonalds to maintain distance by utilizing the role of self-service technology that prevents direct contact with employees and utilizes the performance of the self-ordering kiosk. Perceived enjoyment is also needed to increase Gen-Z's desire to have an interest in reusing the self-ordering kiosk at McDonald's. This study aims to determine the effect of self-service technology and perceived enjoyment on interest in reusing the selfordering kiosk at Gen-Z McDonald's in Medan City. The method used is quantitative by involving 100 Gen-Z people as samples. The results of this study indicate that self-service technology and perceived enjoyment have a significant effect on the interest in reusing the self-ordering kiosk at Gen-Z McDonald's in Medan City by 81.9%. This means that the role of self-service technology and perceived enjoyment felt by Gen-Z is very well realized, although it is still necessary to improve the performance of the self-ordering kiosk in order to have an interest in reusing the self-ordering kiosk