Value for Hotel Guests with Internet of Things

Abstract

Objectives

The first objective of the study was to determine the most predominant type of customer value that Internet of Things (IoT) solutions generate in hotels. The second regarded discovering the stages of the stay that would benefit the most significantly from improvements that use the technology. The results could aid hotel firms in their decision-making related to IoT investments.

Summary

IoT has been gaining popularity in the hotel industry as an emerging technology. However, its perceived value among guests has not been researched exhaustively. Based on readings conducted, it was proposed that social value is the most prevalent dimension, and that the arrival and departure stages would benefit from enhancements. The study utilized a consumer survey to gather data, the purpose of which was to investigate the attitudes towards features of IoT applications and find underlying value trends.

Conclusions

The analysis conducted on the responses suggested that the most prevalent type of value is actually economic value, with convenience and speed as the most important attributes. The transition stages of the trip, as proposed, were the parts of the customer journey where IoT would provide the most considerable value to guests. The results thus imply that hotels should focus on improving the processes that take place before and after the customer stays in the room. The developments should strive to generate significant economic value to the customer.