Importance-performance analysis of guest technologies in the lodging industry

被引：79
作者：
Beldona, Srikanth [1 ]
Cobanoglu, Cihan [1 ]
机构：
[1] Univ Delaware, Newark, DE 19716 USA
来源：
CORNELL HOTEL AND RESTAURANT ADMINISTRATION QUARTERLY | 2007年 / 48卷 / 03期
关键词：
hotel operation; guest-room technology; technology adoption; importance-performance analysis;
D O I：
10.1177/0010880407304023
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
An assessment of how hotel guests view in-room technology compared the importance of those technologies to how they perform. Based on 265 responses, this importance-performance analysis indicates that important basic technologies like in-room temperature controls and alarm clocks fail to perform in the way guests want, while relatively new technologies like plasma screen TVs and in-room printers and faxes are less important but perform well when they are in place. In addition, the study finds that internet access is an integral part of the lodging product.
引用
收藏
页码：299 / 312
页数：14
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