An analysis of online reviews on technology applications : a case of hotel ICON

K. Tong, A. Lee, Sze Ming Tse, Chun Hung Roberts Law

Research output: Chapter in book / Conference proceedingConference article published in proceeding or bookAcademic researchpeer-review


Given that many hotel guests have become technology-dependent but seamless IT implementation requires significant investment, it is important to accurately assess guest reactions to and feedback about the existing technology application at the hotel before carrying out further improvements. This study aimed to identify guests' attitudes towards Hotel ICON's use of IT by analysing customer reviews on review websites. Of the 548 technology-related comments, nearly all of the technology-related comments were associated with in-room technology applications and only a small number of reviews commented on the technology used during the service delivery process. The results of this study are expected to help the management team at Hotel ICON implement technology more effectively, to not only improve productivity but also service quality and customer satisfaction. The results are also expected to be of use to other industry practitioners by illustrating guests' preferences and attitudes towards different technology applications.
Original languageEnglish
Title of host publication[Missing Source Name from PIRA]
Number of pages9
Publication statusPublished - 2014
EventCAUTHE Annual Conference -
Duration: 1 Jan 2014 → …


ConferenceCAUTHE Annual Conference
Period1/01/14 → …

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