Integrating technology to service innovation

Lee, Minwoo; Ahn, Jiseon; Shin, Minjung; Kwon, Wooseok; Back, Ki Joon

doi:10.1108/jhtt-01-2019-0013

Cited by 24 publications

(21 citation statements)

References 79 publications

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“…For instance, customers expect cleaner and more comfortable rooms, faster lifestyles, and more convenient services than before (King et al, 2019). Traditional service delivery can no longer meet customer demand, and thus service providers now offer unique and satisfactory experiences using innovative technology, including self-service technology (SST; M. Lee et al, 2019).…”

Section: Introductionmentioning

confidence: 99%

Self-Service Technology in the Hospitality and Tourism Settings: A Critical Review of the Literature

Kwon

Ahn

2021

Journal of Hospitality & Tourism Research

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Self-service technology (SST) and its applications are changing the way the hospitality and tourism industry provides products and services to their customers. Although the use of SST is a remarkable change for service providers because its use can meet customers’ pursuit of an efficient life, research provides a sufficient overview of how the usage of SST influences customers’ service experience in the tourism and hospitality settings remains lacking. Thus, this study aims to provide an understanding of previous SST research and a basis for exploring the influential factors regarding SST adoption. To achieve this purpose, SST papers in leading hospitality and tourism academic journals were reviewed. Although the number of articles is limited, content analysis allows the authors to understand a phenomenon and identify research topics and methods in SST studies. Also, this study contributes to existing SST literature by providing future research guidelines.

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Section: Introductionmentioning

confidence: 99%

Self-Service Technology in the Hospitality and Tourism Settings: A Critical Review of the Literature

Kwon

Ahn

2021

Journal of Hospitality & Tourism Research

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“…As shown in the JHTT journal description, JHTT is a journal dedicated solely for research in technology, e-business and innovation in tourism and hospitality ( JHTT , n.d.). For instance, the integration of technology and service innovation is one of the emerging and critical topics in the hospitality and tourism context (Lee et al , 2021). Evidently, technology is connected with systems , applications and adoptions .…”

Section: Resultsmentioning

confidence: 99%

Evolution of hospitality and tourism technology research from Journal of Hospitality and Tourism Technology: a computer-assisted qualitative data analysis

Lee

2021

JHTT

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Purpose Information and communication technologies have been widely implemented and made radical changes for several decades in the hospitality and tourism industry. This rapid development also generates considerable data in social media. This trend opens the door to analyze unstructured data and gain increased attention of a qualitative research approach from hospitality and tourism researchers and industry professionals. Therefore, this paper aims to describe how a computer-assisted qualitative data analysis (CAQDA) approach can be used in the hospitality and tourism technology literature to uncover the trends and thematic concepts of hospitality and tourism technology research and their dynamics in Journal of Hospitality and Tourism Technology (JHTT) Design/methodology/approach To achieve the proposed research goals, the current study used CAQDA software, Leximancer, to analyze 218 articles published in JHTT between Volume 1(1) in 2010 and Volume 10(4) in 2019. Based on the rigorous CAQDA processes, the study performed the thematic analysis using all articles and subgroup analyses in the five-year periods. Findings Using CAQDA, the study reveals the critical research trends and insights on hospitality and tourism technology for 10 years in the JHTT. The findings of this study can provide strong evidence of what hospitality and tourism technology research topics have been examined and how these topics were connected and changed over time. More importantly, the current study illustrates how the CAQDA approach can be applied to uncover the hidden trends and thematic concepts from text data in the hospitality and tourism literature. Originality/value This study is the first attempt to apply CAQDA software to identify research trends and thematic concepts and gain insights from past JHTT’s articles. Moreover, this study applies this software to describe how hospitality and tourism researchers can use one of the modern computer-assisted qualitative techniques. Based on the findings of this study, theoretical and methodological implications for hospitality and tourism researchers are provided. More importantly, the current study presents the specific guidelines of how the CAQDA approach can be used for the literature review.

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“…Wang et al (2015) postulate that, such integration leads to a customer-based RM and generates optimal RM strategies through the contribution of CRM advantages (customer related big data analytics) which include better understanding of customer behavior, customer value and customer relationships. In fact, tourism literature review shows that there is limited research effort relevant to the way that technology-enhanced service innovation affects customers experience and engagement (Lee et al, 2019).Therefore, in the following sections, revenue maximization techniques exclusively applied through an airline's own digital channels are presented, highlighting the value of airline products generated by airline digitalization.…”

Section: Jhtt 122mentioning

confidence: 99%

Digital evolution and emerging revenue management practices: evidence from Aegean airlines distribution channels

Katsoni

Poulaki

2021

JHTT

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Purpose The rapid digital transformation (DX) that airlines experienced during the past decade has been proven to be the driving force of significant benefits for the airlines when it comes to cost reduction, branding and revenue opportunities when passengers purchase tickets and ancillaries directly from their websites. This paper aims to contribute empirically to the theoretical approaches of DX and revenue management (RM) with the investigation of the Aegean airlines DX progress, focusing on emerging RM practices and digital distribution channels. Design/methodology/approach A content analysis of the airlines’ website and social media performance is used to note the current situation combined with previous and upcoming developments. Evaluation of the company’s digitalization progress is approached by using a combination of two selected DX models, the digital transformation maturity (DTM) concept and the technology acceptance model (TAM). Findings The analysis of qualitative and quantitative secondary data provided by the Aegean airlines indicates that the adoption of a digital evolution marketing plan, enriched with emerging RM practices, is leading to the increase of the bookings coming from the airline’s direct distribution channels (Web & Apps) over those from intermediaries (GDSs). Consequently, Aegean airlines’ DX progress favors cost reduction and revenue increase at the same time. Originality/value DX model-based airline steps combined with direct versus indirect ticket purchase pattern compose a tool to evaluate the airline digitalization progress toward revenue integrity and product customization, as the latest trend in customer-centric strategy of businesses and customer relationship management (eCRM).

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Integrating technology to service innovation

Cited by 24 publications

References 79 publications

Self-Service Technology in the Hospitality and Tourism Settings: A Critical Review of the Literature

Self-Service Technology in the Hospitality and Tourism Settings: A Critical Review of the Literature

Evolution of hospitality and tourism technology research from Journal of Hospitality and Tourism Technology: a computer-assisted qualitative data analysis

Digital evolution and emerging revenue management practices: evidence from Aegean airlines distribution channels

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