The aftermath of globalization resulted in people coming to be global citizens. Though, the technology advancement and its adoption in organizations creating and allowing both customers and employees savoring new experiences. Furthermore, technology helps airlines facilitate the task, elevate performance, and accommodate customer's comfort. And yet, the training and development is required for the improvement of human resource competencies. The aims of this study were to: (1) investigate human resource development approaches that fit for ground service personnel in airline companies; and (2) examine the sense of sustainability implementation during development practices. A mixed method was administered in this study. The structural equation modelling (SEM) and in-depth interview were applied. The sampling were low-cost airlines and full-service airlines operating to and from Thailand.
Modern technology is creating customer experience. Its algorithm could remember, predict, and provide customized needs of customers. The self-service technology (SST) is a service innovation that communicates with users through either internet-based social media or applications. Yet, the hotels in Thailand are like other businesses that applied SST. The employees could better communicate, create human relationship, and understand profoundly customer needs than technology. Therefore, the adoption technology in hotels, especially small hotels, must be efficient and effective. This study aims to assess the SST components that serve the small hotel customers' needs and evaluate electronic service quality and technology adoption leading to satisfaction and repurchase intention. This study mainly used quantitative method by structural equation modelling. The scope of the study is customers who experienced using small hotel in Nakhon Ratchasima Province in Thailand. Nakhon Ratchasima is the fifth biggest province in Thailand and one of the top destinations of Thai people.
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