Award Date

Summer 2011

Degree Type

Professional Paper

Degree Name

Master of Science in Hotel Administration

Department

Hotel Administration

First Committee Member

Mehmet Erdem, Chair

Number of Pages

37

Abstract

There are more and more technology based self service (TBSS) encountering people’s daily life, even hospitality industry, where people pay to get service, has began to add TBSS as part of their service. Some people believe this TBSS is the trend for the future, but some others who have experienced this service believe that traditional human touch service (THTS) will be remain as the main service providing channel. While people are wondering what kind of service to provide as they want to get a high return on their investment, they need to have a better understanding on self service technology.

In order to understand the values and differences between TBSS and THTS, this paper focused on distinguishing the strengths and weaknesses in both services and comparing these services from the service quality perspective. Through the SWOT analysis and the news and articles reviews, some suggestions had been drawn to improve the service quality and customer satisfaction in the service providing channel in hospitality industry.

Keywords

Customer services; Hospitality industry – Customer services; Hospitality industry – Technological innovations; Technology – Social aspects

Disciplines

Business Administration, Management, and Operations | Hospitality Administration and Management | Technology and Innovation

Language

English