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Application of Importance–Performance Analysis in Determining Critical Smart Hotel Technology Amenities: An Examination of Customer Intentions

In: Tourism, Travel, and Hospitality in a Smart and Sustainable World

Author

Listed:
  • Georgiadis Mauroudis

    (International Hellenic Univeristy)

  • Maria Tsourela

    (International Hellenic Univeristy)

  • Dimitris Paschaloudis

    (International Hellenic Univeristy)

Abstract

As technology changes, smart hotels must develop new amenities, capabilities, and service innovations that are important to customers. A hotel’s technology amenities can be defined as extra supplies or facilities provided to guests within or outside their guestrooms for no extra charge. The availability of technology amenities is on the rise and evolving rapidly, and many types of them used in smart hotels are identified in the literature. This study explores the smart hotel technology amenities identified in the literature, in an international tourist hotel. The study collected customers responses and applied an importance-performance analysis (IPA), using the self-explained matrix, to indicated which the order they should be addressed. Based on the research results, the author discusses some useful implications and contributes to raising awareness of the importance of technological amenities and services for the future visiting intentions of hotel consumers.

Suggested Citation

  • Georgiadis Mauroudis & Maria Tsourela & Dimitris Paschaloudis, 2023. "Application of Importance–Performance Analysis in Determining Critical Smart Hotel Technology Amenities: An Examination of Customer Intentions," Springer Proceedings in Business and Economics, in: Vicky Katsoni (ed.), Tourism, Travel, and Hospitality in a Smart and Sustainable World, pages 369-379, Springer.
    • Handle: RePEc:spr:prbchp:978-3-031-26829-8_23
    DOI: 10.1007/978-3-031-26829-8_23
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    More about this item

    Keywords

    Smart hotel; Technology amenities; Customer intentions; Service innovation;
    All these keywords.

    JEL classification:

    • Z32 - Other Special Topics - - Tourism Economics - - - Tourism and Development
    • Z33 - Other Special Topics - - Tourism Economics - - - Marketing and Finance

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