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How the emerging trens in hospitality sector is influencing the expectations of customers by internet teachnology.
The world is currently becoming hyper connected with various innovations and technological transformation. Since the world is becoming hyper connected, various sectors such hospitality are developing in order to adapt the hyper competitive world. With the new trends and technology transformations, consumer taste, preference and expectations are also changing. The use of internet in hospitality has led to changes in consumers’ expectations and behavior. Consumer Trend Canvas is therefore a tool used to identify various changes in consumer expectations and behavior.
The use of internet technology in the hospitality sector has resulted into the daily rising quality expectations in tourism and hotel services (Froehle 2006). The use of the new internet technology as registered both positive and negative customer behavior since the beginning. The use of internet technology according to various drivers within the canvas analysis has made customer expectations to change drastically. Various innovations such as the use of keyless and robot custodians, bookings based on text messages, top hotel chains and continuous experimentations based on the latest technology to improve experiences starting from booking to facilities concerning check out (Martens, Cragg and Mills 2011). Also, mobile apps concerning hotels have an improved feature list which enable customers to book for transportation and accommodation and other services offered within hospitality sector.
The applications such as the ones mentioned above have raised expectations of customers for prompt and personalized every domain in hospitality sector. Customer with the use of new internet technology expect transparency from all sectors in hospitality and always want to be part of all the experiments (Meuter et.al 2010). The desire of customers being part of various experiments in tourism and hospitality in general has been noted where most of the customers have expectations of being involved in the services before the final ends of their choices. Various users of hospitality services want a meaningful consumerism which is powered by peer ratings and co-creations.
Consumers in the current world with the advancing technology want hotels and travelling agencies to have successful internet channels where they can research on the available services, compare prices and book reservations. Since most of the hotels are going digital based on the new applications of internet services consumers expect a similar standard in services. Most of the consumers also prefer hospitality services where they have privacy as they perform most of the services without delay like ordering meals in a hotel online without queuing up in services areas (Yiu et.al 2007).
Various hotel customers expect various hotels providing them with services to develop mobile applications which can be installed enabling them to make reservations any anywhere. This apps are installed in a mobile phone and with the aid of internet, customers are able to reach the hotel booking system and make their order (Noe et.al 2016). With the use of such technology, customers also expect hotels as well tourism industries to offer services with speed as they as they are able to receive customers’ requests prior to their arrival.
Consumers want their service providers in the hospitality sector to provide access through the internet technology globally through a streamline operations (Meuter et.al 2010). Since internet usage in the line of hospitality reduces the cost of service provision in terms of procurement and transportation making customers to expect reduced prices. Hotel managers should therefore increase sales margin and expand globally due to ease of accessing various parts of the continent created through the use of internet technology.
The application of internet in hospitality provides exceptional and manageable chances to various hotels, tourism and travelling agencies for a global presentation. The use of technology in this sector has high influenced customers’ expectations all over the globe (Mehrtens Cragg and Mills 2011). Critical analysis of various consumer expectations also provide an investment opportunity which results into a mechanism which is suitable for proper decision making as well as guidance concerning actions to be taken. The rise in consumer expectation due to the application of internet technology also creates a platform for various innovations in hospitality sector (Froehle 2006). Most of the consumer expectations aims at improving quality of services and products provided in hospitality sector. It is therefore evident that with the aid of internet technology in the hospitality sector customers’ expectations also keep on changing. Customers want the use of internet technology within hospitality to have reduced negative impact but have high positive impact on the services offered in this industry in all dimensions.
With the current us of internet technology within the sector of hospitality, customers want services which better quality. This is evident where customers want the technology to have a positive impact on the service production but reduced negativity impact. Majority of the customers expect self-improvement (Noe et.al 2016). The kind of improvement expected by the customers should happened through all available domains such mental, physical, emotional and spiritual improvement. Various startups such as seven star hotels in various parts of the world should start providing clean slate services to their customers. Hotel and travelling urgencies should therefore conduct a research on how they can use internet technology as a bargaining power to beat their competitors within hospitality industry. These technologies should be advanced enough to meet changing consumers’ expectations and the hyper competitive market demands.
Froehle, C.M., 2006. Service personnel, technology, and their interaction in influencing customer satisfaction. Decision Sciences, 37(1), pp.5-38.
Mehrtens, J., Cragg, P.B. and Mills, A.M., 2011. A model of Internet adoption by SMEs. Information & management, 39(3), pp.165-176.
Meuter, M.L., Ostrom, A.L., Roundtree, R.I. and Bitner, M.J., 2010. Self-service technologies: understanding customer satisfaction with technology-based service encounters. Journal of marketing, 64(3), pp.50-64.
Noe, R.A., Hollenbeck, J.R., Gerhart, B. and Wright, P.M., 2016. Human resource management: Gaining a competitive advantage.
Yiu, C.S., Grant, K. and Edgar, D., 2007. Factors affecting the adoption of Internet Banking in Hong Kong—implications for the banking sector. International Journal of Information Management, 27(5), pp.336-351.
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