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New technologies used in COVID-19 for business survival: Insights from the Hotel Sector in China

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  • Arthur Lau

    (The Westin Pazhou Hotel)

Abstract

The tourism industry is in a fight for survival during the coronavirus pandemic. This essay was written based upon several interviews conducted with directors and general managers of nine well-known hotels in China with the aim to investigate what new technologies are used to mitigate the impact of the pandemic. DeLone and McLean’s Information System Success Model was applied to examine the adopted digital technologies. Live-stream promotion and live-stream conference are introduced to primarily improve information quality, while 5G technology and Wi-Fi 6 are installed to enhance the system quality. Facial recognition, AI, and Robots are integrated to the daily operations to enhance service quality. Challenges and future directions are discussed.

Suggested Citation

  • Arthur Lau, 2020. "New technologies used in COVID-19 for business survival: Insights from the Hotel Sector in China," Information Technology & Tourism, Springer, vol. 22(4), pages 497-504, December.
    • Handle: RePEc:spr:infott:v:22:y:2020:i:4:d:10.1007_s40558-020-00193-z
    DOI: 10.1007/s40558-020-00193-z
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    Cited by:

    1. Noelia Araújo-Vila & Jose A. Fraiz-Brea & Alexandra Matos Pereira, 2021. "Societal Changes Due to “COVID-19”. An Analysis of the Tourism Sector of Galicia, Spain," Sustainability, MDPI, vol. 13(15), pages 1-22, July.
    2. Maria M. Serrano-Baena & Rafael E. Hidalgo Fernández & Carlos Ruiz-Díaz & Paula Triviño-Tarradas, 2023. "Promoting the Sustainable Recovery of Hospitality in the Post-Pandemic Era: A Comparative Study to Optimize the Servicescapes," IJERPH, MDPI, vol. 20(2), pages 1-23, January.
    3. Ayyildiz, Ahu Yazici & Baykal, Muhammed & Koc, Erdogan, 2022. "Attitudes of hotel customers towards the use of service robots in hospitality service encounters," Technology in Society, Elsevier, vol. 70(C).
    4. Subhodeep Mukherjee & Manish Mohan Baral & Chittipaka Venkataiah & Surya Kant Pal & Ramji Nagariya, 2021. "Service robots are an option for contactless services due to the COVID-19 pandemic in the hotels," DECISION: Official Journal of the Indian Institute of Management Calcutta, Springer;Indian Institute of Management Calcutta, vol. 48(4), pages 445-460, December.
    5. Irina Dijmãrescu & Mariana Iatagan & Iulian Hurloiu & Marinela Geamãnu & Ciprian Rusescu & Adrian Dijmãrescu, 2022. "Neuromanagement decision making in facial recognition biometric authentication as a mobile payment technology in retail, restaurant, and hotel business models," Oeconomia Copernicana, Institute of Economic Research, vol. 13(1), pages 225-250, March.
    6. Najib Noorashid & Wei Lee Chin, 2021. "Coping with COVID-19: The Resilience and Transformation of Community-Based Tourism in Brunei Darussalam," Sustainability, MDPI, vol. 13(15), pages 1-28, August.
    7. Hui Jiang & Lin Cheng, 2021. "Public Perception and Reception of Robotic Applications in Public Health Emergencies Based on a Questionnaire Survey Conducted during COVID-19," IJERPH, MDPI, vol. 18(20), pages 1-20, October.
    8. Ulrike Gretzel & Uglješa Stankov, 2021. "ICTs and well-being: challenges and opportunities for tourism," Information Technology & Tourism, Springer, vol. 23(1), pages 1-4, March.
    9. Nguyen, Mai & Malik, Ashish & Sharma, Piyush & Kingshott, Russel & Gugnani, Ritika, 2024. "High involvement work system and organizational and employee resilience: Impact of digitalisation in crisis situations," Technological Forecasting and Social Change, Elsevier, vol. 205(C).
    10. Clérito Kaveski Peres & Edson Pacheco Paladini, 2022. "Quality Attributes of Hotel Services in Brazil and the Impacts of COVID-19 on Users’ Perception," Sustainability, MDPI, vol. 14(6), pages 1-15, March.
    11. Jennifer Yee-Shan Chang & Rupam Konar & Jun-Hwa Cheah & Xin-Jean Lim, 2024. "Does privacy still matter in smart technology experience? A conditional mediation analysis," Journal of Marketing Analytics, Palgrave Macmillan, vol. 12(1), pages 71-86, March.
    12. Yang, Yang & Zhang, Carol X. & Rickly, Jillian M., 2021. "A review of early COVID-19 research in tourism: Launching the Annals of Tourism Research's Curated Collection on coronavirus and tourism1," Annals of Tourism Research, Elsevier, vol. 91(C).
    13. Marinko Skare & Domingo Riberio Soriano, 2022. "Explaining COVID-19 shock wave mechanism in the European service industry using convergence clubs analysis," Service Business, Springer;Pan-Pacific Business Association, vol. 16(2), pages 283-307, June.
    14. Zhong, Lina & Verma, Rohit & Wei, Wenqi & Morrsion, Alastair M. & Yang, Liyu, 2022. "Multi-stakeholder perspectives on the impacts of service robots in urban hotel rooms," Technology in Society, Elsevier, vol. 68(C).
    15. Marko Perić & Vanja Vitezić, 2021. "Tourism Getting Back to Life after COVID-19: Can Artificial Intelligence Help?," Societies, MDPI, vol. 11(4), pages 1-13, September.
    16. Mohammed Abdo Albaom & Fatimah Sidi & Marzanah A. Jabar & Rusli Abdullah & Iskandar Ishak & Nur Anita Yunikawati & Magistyo Purboyo Priambodo & Mohammed Saleh Nusari & Dhakir Abbas Ali, 2022. "The Moderating Role of Personal Innovativeness in Tourists’ Intention to Use Web 3.0 Based on Updated Information Systems Success Model," Sustainability, MDPI, vol. 14(21), pages 1-35, October.

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