<abstract xmlns="http://www.w3.org/1999/xhtml">

<p>Self-service technologies (SSTs) have been implemented across all service industries. The hotel business in the UK, including budget hotels, has been increasingly adopting SSTs both to enhance customer service and to create operational efficiency. In addition to providing guests with accommodation and basic services, budget hotels are now using SSTs with a view to increasing controlling and operational efficiency, human resource management and engaging guests in a more intelligent service design. Previous studies have mainly focused on the users’ perspectives, not on the use of SSTs themselves in budget hotels. The purpose of this study, then, is to explore the implications of SSTs in budget hotels both from a managerial and a guest perspective. Bournemouth has been selected as a case study for this research because it is one of the most popular resorts in the UK. This qualitative study employed 14 semi-structured interviews with budget hotel managers and guests who have used SSTs while staying in budget hotels in Bournemouth. The research findings show that maxim-ising operational efficiency is a key benefit of SST implementation from a managerial perspective. On the other hand, efficiency, accessibility, privacy and self-control over transactions are the main benefits of an SST, emphasised by customers. Overall, there is positive feedback from both managers and guest on the usage of SSTs in budget hotels in Bournemouth. The authors conclude that advanced technologies, such as artificial intelligence (AI) and Internet of Things (IoT), in conjunction with SSTs, will transform the hospitality industry in the near future.</p>
</abstract>

Self-service technologies (SSTs) have been implemented across all service industries. The hotel business in the UK, including budget hotels, has been increasingly adopting SSTs both to enhance customer service and to create operational efficiency. In addition to providing guests with accommodation and basic services, budget hotels are now using SSTs with a view to increasing controlling and operational efficiency, human resource management and engaging guests in a more intelligent service design. Previous studies have mainly focused on the users’ perspectives, not on the use of SSTs themselves in budget hotels. The purpose of this study, then, is to explore the implications of SSTs in budget hotels both from a managerial and a guest perspective. Bournemouth has been selected as a case study for this research because it is one of the most popular resorts in the UK. This qualitative study employed 14 semi-structured interviews with budget hotel managers and guests who have used SSTs while staying in budget hotels in Bournemouth. The research findings show that maxim-ising operational efficiency is a key benefit of SST implementation from a managerial perspective. On the other hand, efficiency, accessibility, privacy and self-control over transactions are the main benefits of an SST, emphasised by customers. Overall, there is positive feedback from both managers and guest on the usage of SSTs in budget hotels in Bournemouth. The authors conclude that advanced technologies, such as artificial intelligence (AI) and Internet of Things (IoT), in conjunction with SSTs, will transform the hospitality industry in the near future.

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

European Journal of Tourism, Hospitality and Recreation

This work is licensed under the Creative Commons Attribution 4.0 International License.

{"article-title":"The Use of Self-Service Technologies in Budget Hotels: The Case of Bournemouth"}

Self-service technologies (SSTs) have been implemented across all service industries. The hotel business in the UK, including budget hotels, has been...

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

Published Online: Jan 29, 2021

Page range: 251 - 261

Received: Feb 12, 2020

Accepted: Sep 09, 2020

DOI: https://doi.org/10.2478/ejthr-2020-0022

Keywords
Hospitality industry, Budget hotels, Self-service technologies, Operational efficiency, Customer experience, Human–machine interaction

© 2020 Charalampos Giousmpasoglou et al., published by Sciendo

This work is licensed under the Creative Commons Attribution 4.0 International License.

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

Published Online: Jan 29, 2021

Page range: 251 - 261

Received: Feb 12, 2020

Accepted: Sep 09, 2020

DOI: https://doi.org/10.2478/ejthr-2020-0022

KeywordsHospitality industry, Budget hotels, Self-service technologies, Operational efficiency, Customer experience, Human–machine interaction

© 2020 Charalampos Giousmpasoglou et al., published by Sciendo

This work is licensed under the Creative Commons Attribution 4.0 International License.

Keywords
Hospitality industry, Budget hotels, Self-service technologies, Operational efficiency, Customer experience, Human–machine interaction