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스마트호텔 고객의 기술 어메니티 수용에 관한 연구

Investigating the Smart Hotel Customers' Technology Amenities Adoption Behaviour

정남호|김택연
서비스사이언스학회 (The Society of Service Science)|2023.12|서비스 연구 (Journal Of Service Research and Studies)|제13권 제04호|pp. 142-159|DOI https://doi.org/10.18807/jsrs.2023.13.4.142

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참고문헌

키워드

Satisfaction신뢰Trust기술수용만족스마트호텔Smart HotelTechnology Acceptance기술 어메니티Technology Amenities
주제분류학제간연구

초록

4차 산업혁명의 핵심 기술들이 럭셔리호텔에 도입되면서 호텔 이용자에게 새로운 제품과 서비스를 제공하고 새로운 경험을 할 수 있는 문화적, 체험적 공간으로 도약하고 있다. 따라서, 이 연구는 스마트기술이 도입된 럭셔리호텔, 즉 스마트호텔을 중심으로 기술 어메니티 서비스를 사용한 경험에 대한 호텔 이용자의 인식이 호텔의 신뢰와 만족도에 미치는 영향을 조사하여 향후 지속적 경쟁우위와 개선점을 끌어낼 수 있는 스마트호텔의 본질적인 요인들을 파악하였다. 또한, 고객 만족도를 극대화함으로써 해당 스마트호텔을 재방문할 수 있는 효과적인 호텔 마케팅 전략과 방안을 모색하는데 연구 목적을 두었다. 연구가설 검증을 위해 최근 2년 이내 스마트호텔에서 기술 어메니티를 이용한 경험이 있는 호텔 이용자를 대상으로 설문조사를 실시하였다. 연구 결과 의인화와 기술 어메니티 사용의도, 그리고 지각된 성능기대치와 스마트호텔 만족도 간의 관계를 제외한 모든 가설이 채택됨을 확인하였다. 이러한 연구 결과를 토대로 이 논문에서는 이론적 시사점과 실무적 시사점을 제시하였다. 스마트호텔은 다양한 스마트기술을 도입하며 빠르게 변모하고 있다. 따라서 지속적인 경쟁우위를 확보하고, 차별화된 호텔경영과 마케팅 전략을 수립하는데 있어 의미 있는 자료가 될 것이다

Abstract

As the core technologies of the 4th Industrial Revolution are introduced into luxury hotels, they are taking off as cultural and experiential spaces that provide new products and services to hotel users and new experiences. Therefore, this study investigated the effect of hotel users' perception of the experience of using technological amenity services on their trust and satisfaction, focusing on luxury hotels as smart hotel to identify the essential factors of smart hotels that can lead to continuous competitive advantage and improvements in the future. In addition, the study aimed to find an effective hotel marketing strategy and plan to satisfaction the smart hotel by maximizing customer satisfaction. To verify the research hypothesis, a survey was conducted targeting hotel users with experience using technological amenities in smart hotels within the last two years. As a result of the study, it was confirmed that all hypotheses were adopted except for the relationship between personification, intention to use technical amenities, and perceived performance expectations and satisfaction with smart hotels. Based on these research results, this paper presents theoretical and practical implications. Smart hotels are rapidly changing by introducing various smart technologies. Therefore, it will be meaningful data for securing a sustainable competitive advantage and establishing differentiated hotel management and marketing strategies.

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