期刊
JOURNAL OF HOSPITALITY & TOURISM RESEARCH
卷 46, 期 6, 页码 1220-1236出版社
SAGE PUBLICATIONS INC
DOI: 10.1177/1096348020987633
关键词
self-service technology; tourism industry; hospitality industry; critical review
Self-service technology (SST) is transforming the hospitality and tourism industry by meeting customers' demand for efficiency, yet there is still limited research on how SST affects customer service experience in this context. This study reviewed SST papers in top academic journals to identify research topics and methods, providing future research guidelines and laying a foundation for exploring influential factors in SST adoption.
Self-service technology (SST) and its applications are changing the way the hospitality and tourism industry provides products and services to their customers. Although the use of SST is a remarkable change for service providers because its use can meet customers' pursuit of an efficient life, research provides a sufficient overview of how the usage of SST influences customers' service experience in the tourism and hospitality settings remains lacking. Thus, this study aims to provide an understanding of previous SST research and a basis for exploring the influential factors regarding SST adoption. To achieve this purpose, SST papers in leading hospitality and tourism academic journals were reviewed. Although the number of articles is limited, content analysis allows the authors to understand a phenomenon and identify research topics and methods in SST studies. Also, this study contributes to existing SST literature by providing future research guidelines.
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