Award Date

12-2010

Degree Type

Professional Paper

Degree Name

Master of Hospitality Administration

Department

Hotel Administration

First Committee Member

Clark Kincaid, Chair

Number of Pages

50

Abstract

The proliferation of self service technologies has changed the way customers interact with service employees and technology. More consumers are now valuing the convenience, consistency, and the control they have over the self service technologies. However, despite the growing popularity of these technologies, hotel industries in Singapore have not embraced self service technologies in their day to day operations. Self service technologies present opportunities for hotels to improve on service standards, and the wide variety of technology applications available allow hotels to choose an application that suits the customers and the hotels needs. To enable hotels to seamlessly adopt self service technologies in the servicescape, this paper proposes a conceptual framework that systematically guides hoteliers through the decision process of implementing self service technologies.

Keywords

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

Disciplines

Hospitality Administration and Management | Other Business | Technology and Innovation

Language

English

Comments

UNLV Singapore Campus


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