Hospitality Feedback System 4.0: Digitalization of Feedback System with Integration of Industry 4.0 Enabling Technologies

Abstract

Digitalization enables the realization of the resilient infrastructure in every application for achieving sustainability. In the context of the hospitality business, resilient infrastructure based on digital technologies is critical for gaining the best customer feedback on providing quality service. Digital technology has already proved to enhance hospitality services with intelligent decisions through real-time data. In the previous studies, the significance of digital technologies in the hotel sector has been extended in numerous theoretical and empirical studies, yet there is a lack of research that provides a discussion on feedback systems in hospitality with digital technologies applications. With the motivation from the above aspects, this study intends to present the importance and application of the Internet of Things (IoT), artificial intelligence (AI), cloud computing, and big data implementation in customer quality and satisfaction. Moreover, we have discussed each technology´s significance and application for realizing digital-based customer quality and satisfaction. It has been identified that the AI-based system collects the input data from different common websites and compares it with a different algorithm using a neural network. According to the findings of this study, AI and personnel quality of service have an impact on customer pleasure and loyalty. The study also concludes with the following recommendations, such as the design and development of dedicated hardware to gain the actual feedback from the customer on a large scale for improving the accuracy in the future.

Blockchain revolution in the tourism industry: A semi-systematic literature review

“…Current research on blockchain in tourism has focused primarily on (1) cultural heritage conservation, integration, and government enhancement forest management (Peng & Huang, 2022;Trcek, 2022), tourism integration (Qin, 2022), and its effect on sustainability (Viano et al, 2022) solving economic, social and environmental problems, and establish sustainable tourism globally (Erol et al, 2022;Zhou, 2022). Some of the work has focused on (2) the user role, optimising the production of the tourism service, improving the perception of individual and collective travellers (Strebinger & Treiblmaier, 2022a) or solving the problems secure digital transactions (Narayan et al, 2022;Syed et al, 2022). This technology also facilitates the control of the actors in the process and can influence the relationships between them.…”

“…This technology also facilitates the control of the actors in the process and can influence the relationships between them. For example, it can efficiently monitor travellers (Narayan et al, 2022), analysing the willingness travellers (Strebinger & Treiblmaier, 2022b), or it can be used to analyse consumer satisfaction (Raluca, 2022) increasing the trust of the user (Leal et al, 2022) or improving the tourist experiences (Balasubramanian et al, 2022). Based on the proportion of informationsensitive consumers and the cost of adopting blockchain technology, it analyses the optimal pricing strategy and information disclosure quality of an online-to-offline tourism supply chain in different cooperative situations.…”

“…Issues such as the effect of blockchain on more social (5) challenges such as trust, or environmental awareness are also analysed. In this sense, the application of blockchain technology contributes generating social, economic and sustainability benefits like 1) solving various security and privacy problems (Narayan et al, 2022;Syed et al, 2022); 2) tackling the problem of trust in the collaborative augmented reality (Syed et al, 2022); 3) improving transparency, security, and authenticity for users (Leal et al, 2022); 4) Blockchain enhances the financial management of tourism projects through ICO's -a new way to finance projects by raising funds through digital tokens- (Zhou, 2022) or cryptocurrencies (Wakefield et al, 2022).…”

The evolution of smart hotels: A bibliometric review of the past, present and future trends

“…The Smart Hotel incorporates an intelligent system that utilises internet-based information technology, digitalization, and other technical methods to provide information services [ 3 , 5 , 13 ]. This system aims to achieve cost savings in hotel operations, enhance the customer experience, and improve employee productivity [ 8 ].…”

“…This approach is characterised by innovative green technology with information and communication technologies (ICT). The notion of smart hotels is a recent development that may be regarded as a pioneering solution within the tourist industry [ 4 , 13 ]. Integrating various information technologies inside a smart hotel facilitates a sophisticated and convenient holiday experience for guests, enhancing the overall quality and prestige of their stay.…”