Master of Hospitality Administration
First Committee Member
Clark Kincaid, Chair
Number of Pages
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.
Customer services; Hospitality industry – Technological innovations; Singapore; Technology – Psychological aspects; Technology – Social aspects
Hospitality Administration and Management | Other Business | Technology and Innovation
University of Nevada, Las Vegas
Ong, Lixin Iris, "Can self service technologies work in the hotel industry in Singapore? A conceptual framework for adopting self service technology" (2010). UNLV Theses, Dissertations, Professional Papers, and Capstones. 694.
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