Customer experiences with hotel smartphone: a case study of Hong Kong hotels

L.T. Hui; Norman Au; Chun Hung Roberts Law

doi:10.1007/978-3-319-28231-2_33

Customer experiences with hotel smartphone: a case study of Hong Kong hotels

L.T. Hui, Norman Au, Chun Hung Roberts Law

Research output: Chapter in book / Conference proceeding › Conference article published in proceeding or book › Academic research › peer-review

Abstract

Competition in the hotel industry is intense in Hong Kong. Providing personalized services through the latest technology is a comparative advantage that hotels can pursue. Recently, many hotels have started to provide complementary “handy smartphones” to guests and have received a positive feedback. This study explores the experiences of customers on the complementary “handy smartphones” provided by hotels and identifies the factors affecting the actual smartphone usage behavior. A survey of 121 hotel guests was conducted on seven major aspects of “handy smartphones” in four Hong Kong hotels. Results revealed that guests were mostly satisfied with the free smartphone provision of hotels. Price, security, and connectivity were among the important aspects leading to the actual usage of these smartphones. Recommendations on the enhancement of “handy smartphones” are provided.

Original language	English
Title of host publication	Information and Communication Technologies in Tourism 2016 : proceedings of the international conference in Bilbao, Spain, February 2-5, 2016
Publisher	New York Springer
Pages	455-466
Number of pages	12
ISBN (Electronic)	331928231X, 9783319282312
ISBN (Print)	3319282301, 9783319282305
DOIs	https://doi.org/10.1007/978-3-319-28231-2_33
Publication status	Published - 2016
Event	International Conference on Information and Communication Technologies in Tourism - Duration: 1 Jan 2016 → …

Conference

Conference	International Conference on Information and Communication Technologies in Tourism
Period	1/01/16 → …

Keywords

Smartphone
Hotel
Hong Kong
Customer experience

More information

10.1007/978-3-319-28231-2_33

http://hdl.handle.net/10397/104924

Cite this

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title = "Customer experiences with hotel smartphone: a case study of Hong Kong hotels",

abstract = "Competition in the hotel industry is intense in Hong Kong. Providing personalized services through the latest technology is a comparative advantage that hotels can pursue. Recently, many hotels have started to provide complementary “handy smartphones” to guests and have received a positive feedback. This study explores the experiences of customers on the complementary “handy smartphones” provided by hotels and identifies the factors affecting the actual smartphone usage behavior. A survey of 121 hotel guests was conducted on seven major aspects of “handy smartphones” in four Hong Kong hotels. Results revealed that guests were mostly satisfied with the free smartphone provision of hotels. Price, security, and connectivity were among the important aspects leading to the actual usage of these smartphones. Recommendations on the enhancement of “handy smartphones” are provided.",

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booktitle = "Information and Communication Technologies in Tourism 2016 : proceedings of the international conference in Bilbao, Spain, February 2-5, 2016",

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Hui, LT, Au, N & Law, CHR 2016, Customer experiences with hotel smartphone: a case study of Hong Kong hotels. in Information and Communication Technologies in Tourism 2016 : proceedings of the international conference in Bilbao, Spain, February 2-5, 2016. New York Springer, pp. 455-466, International Conference on Information and Communication Technologies in Tourism, 1/01/16. https://doi.org/10.1007/978-3-319-28231-2_33

Customer experiences with hotel smartphone: a case study of Hong Kong hotels. / Hui, L.T.; Au, Norman; Law, Chun Hung Roberts.
Information and Communication Technologies in Tourism 2016 : proceedings of the international conference in Bilbao, Spain, February 2-5, 2016. New York Springer, 2016. p. 455-466.

Research output: Chapter in book / Conference proceeding › Conference article published in proceeding or book › Academic research › peer-review

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AU - Au, Norman

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N2 - Competition in the hotel industry is intense in Hong Kong. Providing personalized services through the latest technology is a comparative advantage that hotels can pursue. Recently, many hotels have started to provide complementary “handy smartphones” to guests and have received a positive feedback. This study explores the experiences of customers on the complementary “handy smartphones” provided by hotels and identifies the factors affecting the actual smartphone usage behavior. A survey of 121 hotel guests was conducted on seven major aspects of “handy smartphones” in four Hong Kong hotels. Results revealed that guests were mostly satisfied with the free smartphone provision of hotels. Price, security, and connectivity were among the important aspects leading to the actual usage of these smartphones. Recommendations on the enhancement of “handy smartphones” are provided.

AB - Competition in the hotel industry is intense in Hong Kong. Providing personalized services through the latest technology is a comparative advantage that hotels can pursue. Recently, many hotels have started to provide complementary “handy smartphones” to guests and have received a positive feedback. This study explores the experiences of customers on the complementary “handy smartphones” provided by hotels and identifies the factors affecting the actual smartphone usage behavior. A survey of 121 hotel guests was conducted on seven major aspects of “handy smartphones” in four Hong Kong hotels. Results revealed that guests were mostly satisfied with the free smartphone provision of hotels. Price, security, and connectivity were among the important aspects leading to the actual usage of these smartphones. Recommendations on the enhancement of “handy smartphones” are provided.

KW - Smartphone

KW - Hotel

KW - Hong Kong

KW - Customer experience

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DO - 10.1007/978-3-319-28231-2_33

M3 - Conference article published in proceeding or book

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BT - Information and Communication Technologies in Tourism 2016 : proceedings of the international conference in Bilbao, Spain, February 2-5, 2016

PB - New York Springer

T2 - International Conference on Information and Communication Technologies in Tourism

Y2 - 1 January 2016

ER -

Customer experiences with hotel smartphone: a case study of Hong Kong hotels

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Keywords

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