Communicating with the Generations: What Data Can a Hotel Get from their Guest for Service

Abstract

Customer involvement with service creation is essential for quality service; however, guest involvement is also needed. Technology-enhanced service ensures a higher level of guest experience; however, different generations have different connections to technology. Literature looking at technology's effect on guests often omits to differentiate generational characteristics. This study aims to understand the differences in preferred communication methods to understand if the information the guests share will be determined based on generational differences. The study was conducted with an online survey with the participation of Hungarian domestic travelers. (N=576)