The impact of IT-enabled customer service systems on service personalization, customer service perceptions, and hotel performance

Gabriele Piccoli, Tsz Wai Lui*, Bettina Grün

*此作品的通信作者

研究成果: 雜誌貢獻期刊論文同行評審

52 引文 斯高帕斯(Scopus)

摘要

Customer service is a critical element of a hotel's strategy and an important lever for differentiation of the hotel's offer. Over the last two decades, information systems have contributed to the transformation of customer interactions, enabling an unprecedented scale and scope of service personalization in the tourism industry. This paper reports the results of a mixed method study in a hotel that offers three contributions to the development and refinement of IT-enabled service personalization theory. It explores the role of signifiers in the design of customer service systems, showing that they significantly increase customer preference elicitation during the learning phase of the service personalization process. It then demonstrates that improved preference elicitation translates into higher customer service evaluations and value perceptions of the hotel. Finally, our study shows that IT-enabled service personalization creates financial benefits for the hotel via revenue share-shift from costly intermediated to direct distribution channels.

原文英語
頁(從 - 到)349-362
頁數14
期刊Tourism Management
59
DOIs
出版狀態已發佈 - 2017 4月 1
對外發佈

ASJC Scopus subject areas

  • 發展
  • 運輸
  • 旅遊、休閒和酒店管理
  • 策略與管理

指紋

深入研究「The impact of IT-enabled customer service systems on service personalization, customer service perceptions, and hotel performance」主題。共同形成了獨特的指紋。

引用此