The Use of Self-Service Technologies in Budget Hotels: The Case of Bournemouth

[1] AA Hotel and Hospitality Services. (n.d.). Ratings and Awards. Retrieved September 9, 2020, from https://www.theaa.com/hotel-services/ratings-and-awards Search in Google Scholar

[2] Åkesson, M., & Edvardsson, B. (2018). Customer roles from a self-service system perspective. International Journal of Quality and Service Sciences, 10(2), 196–210. https://doi.org/10.1108/IJQSS-10-2017-0089 Search in Google Scholar

[3] Andrea. (2011). Automatic check-in: the way of the future? Retrieved December 27, 2019, from http://londonhotelsinsight.com/2011/01/17/automatic-hotel-check-in-the-way-of-the-future/ Search in Google Scholar

[4] Avery, P. (2015). Self-Service Check-in at Hotels and Motels. Retrieved March 24, 2020, from https://www-03.ibm.com/services/ca/en/mobility/documents/FinalHotelGuideSelf-ServOnlineMag.pdf Search in Google Scholar

[5] Beatson, A., Lee, N., & Coote, L. V. (2007). Self-Service Technology and the Service Encounter. The Service Industries Journal, 27(1), 75–89. https://doi.org/10.1080/02642060601038700 Search in Google Scholar

[6] Bell, E., Bryman, A., & Harley, B. (2019). Business research methods (5th ed.). Oxford: Oxford University Press. Search in Google Scholar

[7] Bilgihan, A., Okumus, F., “Khal” Nusair, K., & Joon-Wuk Kwun, D. (2011). Information technology applications and competitive advantage in hotel companies. Journal of Hospitality and Tourism Technology, 2(2), 139–153. https://doi.org/10.1108/17579881111154245 Search in Google Scholar

[8] Blitz, R. (2009). Hotel price war hots up. Retrieved September 9, 2020, from https://www.ft.com/content/626ba444-537f-11de-be08-00144feabdc0 Search in Google Scholar

[9] Bournemouth and Poole Tourism Strategy 2017-22. (n.d.). Retrieved September 2, 2020, from https://www.bournemouth.co.uk/dbimgs/BmthPooleTourismStrategy2017-22.pdf Search in Google Scholar

[10] Braun, V., & Clarke, V. (2006). Using thematic analysis in psychology. Qualitative Research in Psychology, 3(2), 77–101. https://doi.org/10.1191/1478088706qp063oa Search in Google Scholar

[11] Cartlidge, S. (2019). It’s official: Bournemouth is the UK’s best seaside town! Retrieved September 2, 2020, from https://www.bournemouthecho.co.uk/news/18068005.official-bournemouth-uks-best-seaside-town/ Search in Google Scholar

[12] Cheong, S.-N., Ling, H.-C., Teh, P.-L., Ahmed, P. K., & Yap, W.-J. (2017). Encrypted quick response scheme for hotel check-in and access control system. International Journal of Engineering Business Management, 9, 18–20. https://doi.org/10.1177/1847979017720039 Search in Google Scholar

[13] Dabholkar, P. A., & Bagozzi, R. P. (2002). An Attitudinal Model of Technology-Based Self-Service: Moderating Effects of Consumer Traits and Situational Factors. Journal of the Academy of Marketing Science, 30(3), 184–201. https://doi.org/10.1177/00970302030003001 Search in Google Scholar

[14] Dabholkar, P. A., & Spaid, B. I. (2012). Service failure and recovery in using technology-based self-service: effects on user attributions and satisfaction. The Service Industries Journal, 32(9), 1415–1432. https://doi.org/10.1080/02642069.2011.600518 Search in Google Scholar

[15] Davis, M. M., Spohrer, J. C., & Maglio, P. P. (2011). Guest editorial: How technology is changing the design and delivery of services. Operations Management Research, 4(1–2), 1–5. https://doi.org/10.1007/s12063-011-0046-6 Search in Google Scholar

[16] Foroudi, P. (2019). Influence of brand signature, brand awareness, brand attitude, brand reputation on hotel industry’s brand performance. International Journal of Hospitality Management, 76, 271–285. https://doi.org/10.1016/j.ijhm.2018.05.016 Search in Google Scholar

[17] Fraj, E., Matute, J., & Melero, I. (2015). Environmental strategies and organizational competitiveness in the hotel industry: The role of learning and innovation as determinants of environmental success. Tourism Management, 46, 30–42. https://doi.org/10.1016/j.tourman.2014.05.009 Search in Google Scholar

[18] Froehle, C. M., & Roth, A. V. (2004). New measurement scales for evaluating perceptions of the technology-mediated customer service experience. Journal of Operations Management, 22(1), 1–21. https://doi.org/10.1016/j.jom.2003.12.004 Search in Google Scholar

[19] Gartner. (2018). Gartner Says 25 Percent of Customer Service Operations Will Use Virtual Customer Assistants by 2020. Retrieved April 20, 2020, from https://www.gartner.com/en/newsroom/press-releases/2018-02-19-gartner-says-25-percent-of-customer-service-operations-will-use-virtual-customer-assistants-by-2020 Search in Google Scholar

[20] Gelderman, C. J., Ghijsen, P. W. T., & van Diemen, R. (2011). Choosing self-service technologies or interpersonal services—The impact of situational factors and technology-related attitudes. Journal of Retailing and Consumer Services, 18(5), 414–421. https://doi.org/10.1016/j.jretconser.2011.06.003 Search in Google Scholar

[21] Guest, G., Bunce, A., & Johnson, L. (2006). How Many Interviews Are Enough? Field Methods, 18(1), 59–82. https://doi.org/10.1177/1525822X05279903 Search in Google Scholar

[22] Gummerus, J., Lipkin, M., Dube, A., & Heinonen, K. (2019). Technology in use – characterizing customer self-service devices (SSDS). Journal of Services Marketing, 33(1), 44–56. https://doi.org/10.1108/JSM-10-2018-0292 Search in Google Scholar

[23] Gursoy, D. (2018). Future of hospitality marketing and management research. Tourism Management Perspectives, 25, 185–188. https://doi.org/10.1016/j.tmp.2017.11.008 Search in Google Scholar

[24] Hilton, T., & Hughes, T. (2013). Co-production and self-service: The application of Service-Dominant Logic. Journal of Marketing Management, 29(7–8), 861–881. https://doi.org/10.1080/0267257X.2012.729071 Search in Google Scholar

[25] Ivanov, S., & Webster, C. (2017). Adoption of robots, artificial intelligence and service automation by travel, tourism and hospitality companies-a cost-benefit analysis. In V. Marinov, M. Vodenska, M. Assenova, & E. Dogramadjieva (Eds.), Traditions and Innovations in Contemporary Tourism. Cambridge: Cambridge Scholars Publishing. Search in Google Scholar

[26] Kansakar, P., Munir, A., & Shabani, N. (2019). Technology in the Hospitality Industry: Prospects and Challenges. IEEE Consumer Electronics Magazine, 8(3), 60–65. https://doi.org/10.1109/MCE.2019.2892245 Search in Google Scholar

[27] Karadag, E., & Dumanoglu, S. (2009). The productivity and competency of information technology in upscale hotels. International Journal of Contemporary Hospitality Management, 21(4), 479–490. https://doi.org/10.1108/09596110910955712 Search in Google Scholar

[28] Karavidas, M., Lim, N. K., & Katsikas, S. L. (2005). The effects of computers on older adult users. Computers in Human Behavior, 21(5), 697–711. https://doi.org/10.1016/j.chb.2004.03.012 Search in Google Scholar

[29] Kaufmann, K., Ziakas, E., Catanzariti, M., Stoppa, G., Burkhard, R., Schulze, H., & Tanner, A. (2020). Social Robots: Development and Evaluation of a Human-Centered Application Scenario. In T. Ahram, R. Taiar, S. Colson, & A. Choplin (Eds.), Human Interaction and Emerging Technologies. IHIET 2019. Advances in Intelligent Systems and Computing (pp. 3–9). Springer. https://doi.org/10.1007/978-3-030-25629-6_1 Search in Google Scholar

[30] Kaushik, A. K., & Rahman, Z. (2017). An empirical investigation of tourist’s choice of service delivery options. International Journal of Contemporary Hospitality Management, 29(7), 1892–1913. https://doi.org/10.1108/IJCHM-08-2015-0438 Search in Google Scholar

[31] Kimes, S. E. (2008). The Role of Technology in Restaurant Revenue Management. Cornell Hospitality Quarterly, 49(3), 297–309. https://doi.org/10.1177/1938965508322768 Search in Google Scholar

[32] King, N. (2004). Using Templates in the Thematic Analysis of Text. In C. Cassell & G. Symon (Eds.), Essential Guide to Qualitative Methods in Organizational Research (pp. 256–270). London: SAGE Publications Ltd. https://doi.org/10.4135/9781446280119.n21 Search in Google Scholar

[33] Kirk, D., & Pine, R. (1998). Research in hospitality systems and technology. International Journal of Hospitality Management, 17(2), 203–217. https://doi.org/10.1016/S0278-4319(98)00016-4 Search in Google Scholar

[34] Kiser, A., Johnson, V., & Woolridge, R. (2019). Management moves to reduce costs with self-checkout: What affects customer usage? In L. Camacho & S. Singh (Eds.), ABEM 2019 Conference Proceedings: Innovation, Linkages and Internatlization of Firms (pp. 16–24). Winnipeg: Academy of Business and Emerging Markets. Search in Google Scholar

[35] Kokkinou, A., & Cranage, D. A. (2013). Using self-service technology to reduce customer waiting times. International Journal of Hospitality Management, 33, 435–445. https://doi.org/10.1016/j.ijhm.2012.11.003 Search in Google Scholar

[36] Kucukusta, D., Heung, V. C. S., & Hui, S. (2014). Deploying Self-Service Technology in Luxury Hotel Brands: Perceptions of Business Travelers. Journal of Travel & Tourism Marketing, 31(1), 55–70. https://doi.org/10.1080/10548408.2014.861707 Search in Google Scholar

[37] Kurve. (2019). The Race Towards Self-serve. Retrieved November 26, 2019, from https://kurvekiosks.com/wp-content/uploads/2019/07/hospitality-sector-report-June-2019.pdf Search in Google Scholar

[38] Lake, E. (2019). Whitbread outlines UK ambitions for 36,000 new Premier Inn rooms. Retrieved November 25, 2019, from https://www.thecaterer.com/news/restaurant/whitbread-outlines-uk-ambitions-for-36000-new-premier-inn-rooms Search in Google Scholar

[39] Lambert Smith Hampton. (2018). Disruption and Innovation in the hotel market - Hotel report 2018. Retrieved December 22, 2019, from https://www.lsh.co.uk/-/media/files/lsh/research/2018/do-disturb-hotels-research-october-2018.ashx Search in Google Scholar

[40] Lee, H.-J., & Yang, K. (2013). Interpersonal service quality, self-service technology (SST) service quality, and retail patronage. Journal of Retailing and Consumer Services, 20(1), 51–57. https://doi.org/10.1016/j.jretconser.2012.10.005 Search in Google Scholar

[41] Liljander, V., Gillberg, F., Gummerus, J., & van Riel, A. (2006). Technology readiness and the evaluation and adoption of self-service technologies. Journal of Retailing and Consumer Services, 13, 177–191. https://doi.org/10.1016/j.jretconser.2005.08.004 Search in Google Scholar

[42] Liu, C., Hung, K., Wang, D., & Wang, S. (2020). Determinants of self-service technology adoption and implementation in hotels: the case of China. Journal of Hospitality Marketing & Management2, 29(6), 636–661. https://doi.org/10.1080/19368623.2020.1689216 Search in Google Scholar

[43] Lu, L., & Tabari, S. (2019). Impact of Airbnb on Customers’ Behavior In the UK Hotel Industry. Tourism Analysis, 24(1), 13–26. https://doi.org/10.3727/108354219X15458295631891 Search in Google Scholar

[44] Lui, T. W., & Piccoli, G. (2010). Integrating self-service kiosks in a customer-service system. Cornell Hospitality Report2, 10(6), 4–20. Search in Google Scholar

[45] Melián-González, S., & Bulchand-Gidumal, J. (2016). A model that connects information technology and hotel performance. Tourism Management, 53, 30–37. https://doi.org/10.1016/j.tourman.2015.09.005 Search in Google Scholar

[46] Mintel. (2018). Hotels - UK - November 2018. Search in Google Scholar

[47] Mohsin, A., & Lengler, J. (2015). Service experience through the eyes of budget hotel guests: Do factors of importance influence performance dimensions? Journal of Hospitality and Tourism Management, 23, 23–34. https://doi.org/10.1016/j.jhtm.2015.03.001 Search in Google Scholar

[48] Mulanjur, D. (2016). Budget Hotels vs. Luxury Suites - Why Pay More? Retrieved December 21, 2019, from https://www.suiteness.com/blog/budget-hotels-vs-luxury-suites-pay Search in Google Scholar

[49] Nunkoo, R., Teeroovengadum, V., Ringle, C. M., & Sunnassee, V. (2020). Service quality and customer satisfaction: The moderating effects of hotel star rating. International Journal of Hospitality Management, 91, 102414. https://doi.org/10.1016/j.ijhm.2019.102414 Search in Google Scholar

[50] Orel, F. D., & Kara, A. (2014). Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market. Journal of Retailing and Consumer Services, 21(2), 118–129. https://doi.org/10.1016/j.jretconser.2013.07.002 Search in Google Scholar

[51] Peng, J., Zhao, X., & Mattila, A. S. (2015). Improving service management in budget hotels. International Journal of Hospitality Management, 49, 139–148. https://doi.org/10.1016/j.ijhm.2015.06.005 Search in Google Scholar

[52] Plé, L., & Chumpitaz Cáceres, R. (2010). Not always co-creation: introducing interactional co-destruction of value in service-dominant logic. Journal of Services Marketing, 24(6), 430–437. https://doi.org/10.1108/08876041011072546 Search in Google Scholar

[53] Ren, L., Qiu, H., Wang, P., & Lin, P. M. C. (2016). Exploring customer experience with budget hotels: Dimensionality and satisfaction. International Journal of Hospitality Management, 52, 13–23. https://doi.org/10.1016/j.ijhm.2015.09.009 Search in Google Scholar

[54] Ritchie, J., Lewis, J., Nicholls, C. M., & Ormston, R. (2013). Qualitative research practice: A guide for social science students and researchers. Thousand Oaks: SAGE. Search in Google Scholar

[55] Rogerson, J. M. (2011). The Limited Service Hotel in South Africa: The Growth of City Lodge. Urban Forum, 22(4), 343–361. https://doi.org/10.1007/s12132-011-9130-0 Search in Google Scholar

[56] Rosenbaum, M. S., & Wong, I. A. (2015). If you install it, will they use it? Understanding why hospitality customers take “technological pauses” from self-service technology. Journal of Business Research, 68(9), 1862–1868. https://doi.org/10.1016/j.jbusres.2015.01.014 Search in Google Scholar

[57] Ruetz, D., & Marvel, M. (2011). Budget Hotels: Low Cost Concepts in the US, Europe and Asia. In R. Conrady & M. Buck (Eds.), Trends and Issues in Global Tourism 2011 (pp. 99–124). Berlin, Heidelberg: Springer. https://doi.org/10.1007/978-3-642-17767-5_11 Search in Google Scholar

[58] Sarmah, B., Kamboj, S., & Rahman, Z. (2017). Co-creation in hotel service innovation using smart phone apps: an empirical study. International Journal of Contemporary Hospitality Management, 29(10), 2647–2667. https://doi.org/10.1108/IJCHM-12-2015-0681 Search in Google Scholar

[59] Sekaran, U., & Bougie, R. (2013). Research methods for business: a skill-building approach (6th ed.). New York: Wiley. Search in Google Scholar

[60] Self-Service Technology Within the Hospitality & Tourism Industry. (n.d.). Retrieved September 9, 2020, from https://hotelselfservicetechnologies.weebly.com/overview.html Search in Google Scholar

[61] Shin, H., Perdue, R. R., & Kang, J. (2019). Front desk technology innovation in hotels: A managerial perspective. Tourism Management, 74, 310–318. https://doi.org/10.1016/j.tourman.2019.04.004 Search in Google Scholar

[62] Sirakaya-Turk, E., Uysal, M., Hammitt, W., & Vaske, J. (2017). Research methods for leisure, recreation and tourism (2nd ed.). Egham: CABI. https://doi.org/10.1079/9781786390486.0000 Search in Google Scholar

[63] Toh, M. H. (2018). Seeking Productivity Improvement with Self Service Technology (SST) in the F&B Sector: Case Study of Six Restaurants and a Consumer Survey. In M. H. Toh (Ed.), Lifting Productivity in Singapore’s Retail and Food Services Sectors (pp. 75–105). Singapore: World Scientific. https://doi.org/10.1142/9789813228320_0003 Search in Google Scholar

[64] Torrichelli, T. A., & Pozo, H. (2018). Using self-service technologies in hospitality setting. Independent Journal of Management & Production, 9(3), 907–932. https://doi.org/10.14807/ijmp.v9i4.785 Search in Google Scholar

[65] Tung, V. W. S., & Law, R. (2017). The potential for tourism and hospitality experience research in human-robot interactions. International Journal of Contemporary Hospitality Management, 29(10), 2498–2513. https://doi.org/10.1108/IJCHM-09-2016-0520 Search in Google Scholar

[66] Wei, W., Torres, E., & Hua, N. (2016). Improving consumer commitment through the integration of self-service technologies: A transcendent consumer experience perspective. International Journal of Hospitality Management, 59, 105–115. https://doi.org/10.1016/j.ijhm.2016.09.004 Search in Google Scholar

[67] Zhang, Y. (2018). Research on Hotel Industry Personalized Service from the Perspective of Experience Economy. In Proceedings of the Asia-Pacific Social Science and Modern Education Conference (SSME 2018). Paris: Atlantis Press. https://doi.org/10.2991/ssme-18.2018.21 Search in Google Scholar