Post-pandemic pressures to pivot: tech transformations in luxury hotels

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sonia Bharwani ◽  
David Mathews
Keyword(s):  
Human Error ◽  
Online Survey ◽  
New Technology ◽  
Theory And Practice ◽  
High Tech ◽  
Health Crisis ◽  
Content Type ◽  
Luxury Hotels ◽  
Use Of Technology ◽  
The One

PurposeThis study is an empirical exploration of the tech-based transformation strategies being adopted by luxury hotels in India to assuage the fear psychosis and restore guest confidence in the context of the COVID-19 pandemic. It sheds light on the “new normal” and its overarching implications for hotel operations from the user experience perspective.Design/methodology/approachA mixed method strategy was adopted for data collection. Qualitative data was gathered from a video analysis of two webinars with high-profile panels of thought leaders about the challenges arising from the global health crisis and related post-pandemic recovery strategies. This data has been triangulated with desk research and data collected through an online survey which sought to map guest sentiments with respect to resuming the use of hospitality services and their attitude towards the proposed tech transformation initiatives in the Indian luxury hospitality industry.FindingsThe research data indicates that despite their pandemic-related trepidations, people still have a strong urge to be social and to travel. Technology can play a pivotal role in creating safe spaces for social distancing, facilitating a contactless guest interface to alleviate guest concerns for safe hygiene and rebuilding customer confidence to address the trust deficit.Practical implicationsHospitality organisations must be discerning in the investments they make in new technology and contactless experiences because hasty investments in extensive automation may be perceived as gimmicky by guests. Intelligent and astute use of technology tools can minimise human error, optimise service efficiency and enhance guest experience through elevated levels of personalised hospitality in luxury hotels by judiciously marrying high touch with high tech.Originality/valueThis study is the one of the first empirical explorations of the tech transformation strategies adopted by luxury hotels in the Indian context in response to the COVID-19 pandemic. It explores their efforts for the continued co-creation of high value experiences based on consumer perspectives, with implications for both hospitality and tourism theory and practice.

Techno-business strategies for enhancing guest experience in luxury hotels: a managerial perspective

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sonia Bharwani ◽  
David Mathews
Keyword(s):  
Hospitality Industry ◽  
Secondary Data ◽  
Business Environment ◽  
Theory And Practice ◽  
Business Strategies ◽  
Primary Data ◽  
High Tech ◽  
Structured Interviews ◽  
Content Type ◽  
Luxury Hotels

Purpose This research aims at understanding techno-based strategies deployed by the hospitality industry by exploring the emerging technological product and process innovations that are actively being used in the hospitality space to deliver enhanced guest experiences. It also aims at gaining perspective about the challenges of technology adoption faced by the Indian luxury hotels that have traditionally been driven by high-touch, unscripted and personalised service. Design/methodology/approach This paper adopted a two-pronged methodology for data collection – in-depth semi-structured interviews with General Managers of Luxury Hotels in India and literature-based innovation output (LBIO). NVivo12 software was used to carry out a qualitative thematic analysis of the data. The primary data collected was then triangulated with secondary data gathered through literature review of academic papers, industry reports and studies on the use of technology for enhancing and co-creating customer experience in luxury hotels. Findings The research brings in to focus the importance of technology and high-tech, state-of-the-art tools in facilitating the co-creation and delivery of experiences in the context of luxury hospitality. However, it also emphasises that the high-touch dimension is the core of hospitality in luxury and premium hotels and should remain the primary driver of this segment. Luxury hotels will have to fine-tune and tailor their services and provide the right mix of high-tech and high-touch, depending on the micro-niche segments to which they cater. Practical implications Practitioners, researchers and educationists in the hospitality industry would find the implications of this study useful in context of the evolving technology imperative and the present customer-centric business environment where hotels are constantly striving to meet the exponentially rising bar of guest expectations. Originality/value This study is the one of the few empirical explorations of the techno-based strategies adopted by luxury hotels for co-creating enhanced and high-value experiences leading to critical implications for both hospitality and tourism theory and practice.

Exploring donor's intention in charitable crowdfunding: intrinsic and extrinsic motivations

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Yuangao Chen ◽  
Ruyi Dai ◽  
Lu Wang ◽  
Shuiqing Yang ◽  
Yixiao Li ◽  
...  
Keyword(s):  
Structural Equation ◽  
Online Survey ◽  
Ease Of Use ◽  
Theory And Practice ◽  
Self Determination ◽  
Equation Modeling ◽  
Perceived Ease Of Use ◽  
Content Type ◽  
Positive Effects ◽  
Intrinsic Motivations

PurposeThis study adopts self-determination theory and stimulus-organism-response framework to develop a model that explores the motivations of such donors by considering their self-determination needs and extrinsic and intrinsic motivations.Design/methodology/approachBased on online survey data collected from 436 crowdfunding donors in China, this study follows a structural equation modeling analysis to test hypotheses.FindingsThe results indicate that perceived ease of use, perceived self-efficacy and social connection have positive effects on the donation intentions of backers through a combination of extrinsic and intrinsic motivations.Originality/valueThe findings shed light on various extrinsic and intrinsic motivations advancing knowledge of individual fund motivation in donation-based crowdfunding and provide guidelines for the development of donation-based crowdfunding theory and practice.

Examining the factors influencing adoption of over the top (OTT) services among Indian consumers

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Som Sekhar Bhattacharyya ◽  
Shaileshwar Goswami ◽  
Raunak Mehta ◽  
Bishwajit Nayak
Keyword(s):  
Structural Equation ◽  
Online Survey ◽  
Structural Model ◽  
Reliability And Validity ◽  
Adoption Process ◽  
Media Industry ◽  
Content Type ◽  
Content Quality ◽  
Use Of Technology ◽  
Over The Top

Purpose The purpose of this paper is to identify and predict the key factors that influenced the usage intention of over the top (OTT) services by consumers. This was done by applying the modified unified theory of acceptance and use of technology 2 (UTAUT2) model. Design/methodology/approach An online survey questionnaire assessed the proposed motivational factors for the adoption of OTT services. Confirmatory factor analysis and structural equation modelling were conducted on collected data (n = 598) to demonstrate the reliability and validity of the measurement and structural model. Findings The model consisted of nine factors, namely, value expectancy (VE), ease of effort (EE), social influence (SI), favourable infrastructure conditions (FIC), hedonistic motivation for usage (HMU), favourable economic position (FEP), content quality (CQ), habitual behaviour (HB) and security conditions (SC). SC, VE, SI, HB and EE were the antecedent variables. FEP, CQ and FIC were the mediating variables and HMU was the dependant variable. SI and CQ of OTT services were positively associated with HMU of OTT services, FEP had no significant effects on HMU. The results also supported the explanatory strength and predictability of UTAUT2 as a model. It further extended UTAUT2 boundaries and paved the way for an extended UTAUT2 model to be developed. Originality/value The promising role of OTT services in the entertainment and media industry had gained consumer attention, however, limited empirical investigations had been conducted on explicating how user attitude and usage intention were shaped regarding the use of OTT services in the Indian context. This study served as one of the first attempts to empirically examine the adoption process, with implications for the HMU regarding OTT services. This was one of the first studies to extend the UTAUT2 theoretical model.

Customer acceptance of ride-hailing in Indonesia

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mohammad Nabil Almunawar ◽  
Muhammad Anshari ◽  
Syamimi Ariff Lim
Keyword(s):  
Online Survey ◽  
Descriptive Analysis ◽  
Small Sample ◽  
Future Research ◽  
Adoption Studies ◽  
Enabling Factors ◽  
Broadband Wireless ◽  
Content Type ◽  
Customer Acceptance ◽  
Use Of Technology

Purpose The purpose of this paper is to investigate the enabling factors and the customers’ acceptance of ride-hailing in Indonesia. Design/methodology/approach The authors adopt some constructs from the unified theory of acceptance and use of technology (UTAUT) 2 as the framework for the study to derive factors that influence the acceptance of ride-hailing in Indonesia. Samples through a convenience sampling method were collected from an online survey and were transformed into data through coding and subsequently processed using SPSS for descriptive analysis, reliability test, correlation and multiple regression analysis for hypothesis testing. Findings Ride-hailing started in 2015 in Indonesia. Five enabling factors make digital ride-hailing possible, the internet, smartphone, broadband wireless network, digital map and global positioning system. The authors found that performance expectancy, social influence and habit positively influence customers to accept ride-hailing in Indonesia. Research limitations/implications Although this research has a small sample, it is still relevant to understand people’s acceptance to the ride-hailing platform. As a ride-hailing platform is now transformed to a multisided markets platform, adoption studies or other studies on each market to cover the whole picture of the platform influence to the society, and its contribution to the national economy will be very interesting. The authors’ future research will cover various services covered by ride-hailing companies. Originality/value This study proposes and argues that four main enabling factors make digital ride-hailing a viable business. The study contributes to three significant factors that influence the acceptance of ride-hailing in Indonesia.

Breaking through barriers: the impact of organizational culture on open government reform

2016 ◽  
Vol 10 (2) ◽  
pp. 335-350 ◽  
Author(s):  
Erna H.J.M. Ruijer ◽  
Richard F. Huff
Keyword(s):  
Organizational Culture ◽  
Theory And Practice ◽  
Open Government ◽  
Government Reform ◽  
Content Type ◽  
Use Of Technology ◽  
Practice Gap ◽  
Government Reforms ◽  
The Impact

Purpose The purpose of this paper is to examine the impact of organizational culture on open government reforms by developing a theoretical framework bridging the theory and practice gap. Design/methodology/approach An exploratory qualitative study consisting of a document analysis and a case study was conducted. Findings An open organizational culture is a precursor to effective open government. A network strategy as a facilitator for developing an open culture was used in one US federal agency, breaking across boundaries within the organization, creating greater symmetrical horizontal and vertical openness. Originality/value Much of the focus in both theory and practice has been on the use of technology as a vehicle to increase government openness. This study argues that a movement toward openness is beyond the technical. Organizational culture is a key to openness and may need to be changed. A networks strategy may be one way to facilitate a transformation to a more open culture.

How authentic leadership and inclusion benefit organizations

2014 ◽  
Vol 33 (3) ◽  
pp. 275-292 ◽  
Author(s):  
Kenna Cottrill ◽  
Patricia Denise Lopez ◽  
Calvin C. Hoffman
Keyword(s):  
Organizational Citizenship Behavior ◽  
Authentic Leadership ◽  
Online Survey ◽  
Self Esteem ◽  
Theory And Practice ◽  
Citizenship Behavior ◽  
Related Factors ◽  
Content Type ◽  
Work Related ◽  
The Relationship

Purpose – The purpose of this paper is to examine perceptions of inclusion and related factors, to understand how organizations can encourage and facilitate the full participation of employees. The research explored authentic leadership (AL) as an antecedent of inclusion, and two outcomes, organization-based self-esteem (OBSE) and organizational citizenship behavior (OCB). Design/methodology/approach – Using an online survey, data were collected from 107 primary and 219 peer participants in various industries throughout the USA. Primary participants provided perceptual ratings on inclusion, AL, OBSE and OCB. Co-workers assessed primary participants’ OCB. Findings – AL was positively related to inclusion (β=0.58, p<0.01) as well as self-rated OCB (β=0.36, p<0.01). Inclusion was positively associated with OBSE (β=0.48, p<0.01) and self-rated OCB (β=0.63, p<0.01). Inclusion mediated the relationship between AL and self-rated OCB. OBSE mediated the relationship between inclusion and self-rated OCB. All analyses controlled for the effects of race and gender. Practical implications – Results suggest organizations can promote inclusive environments through AL, and that inclusive environments promote employees’ work-related self-esteem and their willingness to go above and beyond in their jobs. Originality/value – This paper examines previously unstudied relationships, thus contributing to organizational theory and practice.

Mobile payments adoption by US consumers: an extended TAM

2017 ◽  
Vol 45 (6) ◽  
pp. 626-640 ◽  
Author(s):  
Ainsworth Anthony Bailey ◽  
Iryna Pentina ◽  
Aditya Shankar Mishra ◽  
Mohammed Slim Ben Mimoun
Keyword(s):  
Self Efficacy ◽  
Online Survey ◽  
New Technology ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Convenience Sample ◽  
Content Type ◽  
Privacy Concerns ◽  
The Usa ◽  
Technology Anxiety

Purpose The purpose of this paper is to incorporate mobile payment (MP) self-efficacy, new technology anxiety, and MP privacy concerns into the basic TAM to explore MP adoption, particularly tap-and-go payment, among US consumers. Design/methodology/approach Data were collected through an online survey conducted among students at a Midwestern University in the USA. A total of 254 participants provided 240 useable responses. Findings MP self-efficacy significantly impacts perceived ease of use (PEOUMP) and perceived usefulness of MP (PUMP). These in turn impact MP attitude, which affects intention to use MP. Privacy concerns also impact attitude towards MP and MP use intention. New technology anxiety impacts PEOUMP, but not PUMP. Research limitations/implications The study uses a convenience sample of young US consumers, which could limit the generalisability of the results. The study is also limited to tap-and-go payment. Practical implications US retailers have information on some of the factors that encourage MP adoption. Retailers need to address self-efficacy concerns, MP privacy concerns, and consumers’ perceptions of usefulness of the technology. Originality/value There has been little research on factors impacting tap-and-go payment adoption in the USA. The study highlights the roles of self-efficacy and privacy concerns. It focusses on tap-and-go payment, since this technology can enhance consumers’ retail experience.

scholarly journals Penerapan Internet Of Things Dalam Ruang Kelas

2018 ◽  
Author(s):  
Harry Dhika ◽  
Fitriana Destiawati
Keyword(s):  
Internet Of Things ◽  
Teaching And Learning ◽  
New Technology ◽  
High Tech ◽  
The Internet ◽  
Use Of Technology ◽  
Process Implementation ◽  
Internet Learning ◽  
Technology In Classroom ◽  
The Times

Teaching and learning activities of students currently in Indonesia in general been conventional in the absence of high-tech touches, not in line with the development of existing technologies. The importance of the use of technology in classroom learning because the need is increasing with the times. Almost every new technology was born three months but is not accompanied by the development of the place or the implementation of the class. This study discusses the application of the Internet of Things to the grade used in the learning process. Implementation of tools such as a good Internet connection, use of space for technology-based learning will be discussed in the internet. Learning must also keep abreast of the times, students will be bored and tends not too quick to accept if the classroom as a learning tool that is used still remains conventional.

The Influence of Trust in the UTAUT Model

2014 ◽  
pp. 162-186
Author(s):  
Eduardo Esteva-Armida ◽  
Alberto Rubio-Sanchez
Keyword(s):  
Online Survey ◽  
New Technology ◽  
Model Performance ◽  
Adoption Process ◽  
Utaut Model ◽  
Performance Expectancy ◽  
Intention To Adopt ◽  
Use Of Technology ◽  
The Us ◽  
Effort Expectancy

This chapter tests the appropriateness of the Unified Theory of Acceptance and Use of Technology (UTAUT) model in the context of end user consumption by means of an online survey with 475 respondents (24% response rate). The study shows which factors have the greatest impact on the adoption process of VoIP technology in the US market in addition to the interactions of the main variables in the model (Performance Expectancy, Effort Expectancy, Social Influence, and Behavioral Intention to Adopt) and whether Trust can improve the predictive value of the UTAUT model to explain intention to adopt. Partial Least Squares (PLS) is used to evaluate the interactions of the main variables. The model includes four moderator variables (Gender, Age, Experience, and Voluntariness of Use). The results support most of the relationships identified in the original UTAUT model. More specifically, Performance Expectancy appears to have the strongest influence on the Intention of a consumer to adopt a new technology. The study provides information about whether the inclusion of Trust can generate good results for industry.

Contactless service encounters among Millennials and Generation Z: the effects of Millennials and Gen Z characteristics on technology self-efficacy and preference for contactless service

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Songmee Kim ◽  
Seyoon Jang ◽  
Woojin Choi ◽  
Chorong Youn ◽  
Yuri Lee
Keyword(s):  
Self Efficacy ◽  
Service Industry ◽  
New Technology ◽  
Service Encounters ◽  
Social Conformity ◽  
Content Type ◽  
Psychological Mechanisms ◽  
The Past ◽  
Generation Z ◽  
Use Of Technology

Purpose“Contactless service” refers to the use of technology in providing products or services without a salesperson. This study explores the mechanism underlying Millennial and Generation Z (M/Z generations) consumers' preference for contactless service over salespersons in retail stores. In addition, this study tests differences between the M/Z generations.Design/methodology/approachThe researchers predict characteristics to be antecedents of young consumer's preference for contactless service over salespersons and that the effects are mediated by technology self-efficacy. Next, a moderating variable (perceived consumer conformity) is added in the path between technology self-efficacy and the preference for contactless service. The hypotheses are tested among 142 Gen Z and 137 Millennial respondents.FindingsThe results show that M/Z generations’ characteristics significantly influence the preference for contactless service, except for security seeking. Also, interests in new technology and safety seeking are perceived higher by M/Z generations. The influence of technology self-efficacy on the preference for contactless service is moderated by social conformity.Originality/valueAs retail technology rapidly develops, the service industry is expected to change from the past, where salespersons played an important role, to contactless services. This study has academic and practical values, for the authors clarify the underlying psychological mechanisms of why young consumers prefer retail technology rather than communication with salespersons.

Sign in / Sign up

Export Citation Format

Share Document