Deploying Self-Service Technology in Luxury Hotel Brands: Perceptions of Business Travelers

Deniz Kucukusta Seyidir, Vincent C.S. Heung, Sandy Hui

Research output: Journal article publicationJournal articleAcademic researchpeer-review

51 Citations (Scopus)


Traditional brick-and-mortar companies are embracing the use of self-service technology (SST) to enhance the services they offer and to gain customer loyalty. The objectives of doing so are to stay at the forefront of today's marketplace and improve service, efficiency, and profitability. However, SST directly eliminates the traditional service encounter from which luxury hotels benefit. With the rising popularity of SST and benefits it brings to both hoteliers and customers contradicting the importance of the personal service encounter to luxury hotel brands, it is critical for hoteliers to learn about the importance of SST and luxury brand identity in order to bring the greatest satisfaction to both parties. This article examines business travelers' perceptions of SST adoption by luxury hotel brands in Hong Kong. The results emphasize the importance of both personal service and SST in satisfying customer needs and in increasing profitability.
Original languageEnglish
Pages (from-to)55-70
Number of pages16
JournalJournal of Travel and Tourism Marketing
Issue number1
Publication statusPublished - 1 Jan 2014


  • business travelers
  • diffusion of innovation
  • luxury hotel brands
  • Self-service technology

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management
  • Marketing


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