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The Impact Of Self-service As A Method Of Entertaining Guests In The Hotel Industry
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1.2 STATEMENT OF THE PROBLEM
Most hospitality organizations have been
implementing self-service channels with a goal of reducing costs,
increasing customer entertainment, satisfaction and loyalty, and
reaching new customer segments. No matter how successful the
self-service channel and entertaining, organizations rarely eliminate
traditional personal service when they introduce a self-service channel.
Instead, hospitality organizations typically maintain a portfolio of
service-delivery channels which allows guests to select the way they
interact (Ref…………).
According to (Ref…………) the hospitality industry
has made considerable strides in using information technology (IT) to
improve service efficiency and effectiveness. IT-enabled supplementary
services and after-sales service foster differentiation, which helps set
a company apart from its competitors. In addition to the well-known
web-based applications, the hospitality industry has innovated in a
number of ways to better serve customers; for example, Sheraton Hotels
and Resorts and Harrah’s Entertainment have introduced Microsoft
Surface, a 30-inch, tabletop computer display that guests can use for
such services as 360-degree satellite maps and tools to search for local
city information, a digital jukebox, and a photo library of Sheraton
properties. Less radical, but perhaps more common customer service IT
applications include mobile-based reservations, kiosk based check-in,
and e-folios. These service innovations have been found to improve
service and guest entertainment.
1.3 PURPOSE OF THE STUDY
The main purpose for the study is to study the impact of self-service
as a method of entertaining guests in the hospitality industry.
Therefore, the objectives for the research are;
1. To find out whether hospitality industry adopt self-service in their transaction
2. To determine the different types of self-service technology
3. To examine the impact of service in entertainment of guest in the hospitality industry
4. To examine the benefits of self-service to guest in the hospitality industry
1.4 SIGNIFICANCE OF THE STUDY
The
significance of this study cannot be overemphasized. This is because
there are a lot of benefits that self-service can offer customers such
as entertainment and fun. Also, hospitality companies have expanded
selfservice with the idea of reducing costs, increasing customer
satisfaction, and reaching new customer segments. Self service has gone
beyond web sites and lobby kiosks to include smart-phone apps that allow
guests to search for hotel information, manage their reservation, and
check in or out
1.5 RESEARCH QUESTIONS
1. Do the hospitality industry adopt self-service in their transaction?
2. What are the different types of self-service technology?
3. What is the impact of self service in entertainment of guest in the hospitality industry?
4. What are the benefits of self-service to guest in the hospitality industry?
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