Developing an Innovative Technology Model for Hotel Reception Desks in Iran

Document Type : Research Paper

Authors

1 Ph.D. candidate in Business Administration, Business Policy, Kish International Campus, University of Tehran, Kish Island, Iran.

2 Prof., Department of IT management, Faculty of Industrial Management and Technology, College of Management, University of Tehran, Tehran, Iran.

3 Associate Prof., Department of Leadership and human capital, Faculty of governmental management and Organizational science, University of Tehran, Tehran, Iran.

10.22059/jitm.2024.380494.3772

Abstract

In an era where customer expectations are rapidly evolving, enhancing the efficiency of hotel reception services in Iran is crucial for the growth of the hospitality sector. Recent research highlights the importance of digital transformation in improving service delivery and operational efficiency in the hospitality industry. These studies indicate that technological advancements can significantly streamline operational processes, improve customer satisfaction, and foster a competitive advantage in the hospitality industry. This research presents a technological innovation model aimed at modernizing reception desk services, addressing the pressing need for improvement in this area. Using an interpretive paradigm and an inductive approach, we conducted a qualitative study that incorporated a systematic review. Subsequently, the structures and components were extracted from the studies through qualitative coding. Our findings, derived from a review of 54 studies, revealed 295 open codes distilled into 15 constructs and four main components. This study highlights the significant impact of technological innovation on reception services, emphasizing the roles of ease of use and perceived usefulness in the technology adoption process. These insights provide essential guidelines for advancing reception desk technologies within the Iranian hotel industry, ultimately contributing to enhanced service quality.

Keywords

Main Subjects

References

Alam, I. (2002). An exploratory investigation of user involvement in new service development. Journal of the Academy of Marketing Science, 30(3), 250–261.
Amiri, H. (2017). Classification and leveling of effective factors in establishing a service desk with an information technology approach (Case study of Yazd Province Industry, Mining, and Trade Organization).
 Astuti, N. N. S., Ginaya, G., & Sadguna, I. G. A. J. (2018, October). A hotel front desk receptionist and Catur Paramita values: A study of implementing local wisdom in the hospitality industry. In 1st International Conference on Social Sciences (ICSS 2018) (pp. 479-484). Atlantis Press.
 Baker, M. A., & McCulloch, J. (2018). Technology and innovation in the hospitality industry: A review of the literature. Journal of Hospitality and Tourism Technology, 9(1), 25-40.
Bitner, M. J., Brown, S. W., & Meuter, M. L. (2000). Technology infusion in service encounters. Journal of the Academy of Marketing Science, 28(1), 138–149.
Blazevic, V., Lievens, A., & Klein, E. (2003). Antecedents of project learning and time-to-market during new mobile service development. International Journal of Service Industry Management, 14(1), 120–147.
Commenoz, C., Labrousse, T., Verneau, C., Chandre-Couturier, C., & Lefort, H. (2020). Pain management at the emergency room reception desk. Revue de L'infirmiere, 69(259), 28-30.
 Danaei Fard, H., Elwani, S. M., & Azar, A. (2018). On qualitative research methodology in management: A comprehensive, enlightening approach. Safar Zaban, Tehran.
De Brentani, U., & Kleinschmidt, E. J. (2004). Corporate culture and commitment: Impact on performance of international new product development programs. Journal of Product Innovation Management, 21(5), 309–333.
De Jong, A., De Ruyter, K., & Lemmink, J. (2003). The adoption of information technology by self-managing service teams. Journal of Service Research, 6(2), 162–179.
De Leede, J., & Looise, J. K. (2005). Innovation and HRM: Towards an integrated framework. Creativity and Innovation Management, 14(2), 108–117.
Edvardsson, B., Gustafsson, A., & Roos, I. (2005). Service portraits in service research: A critical review. International Journal of Service Industry Management, 16(1), 107–121.
Eslami Mehdiabadi, S., Eslami, S., Eslami, H., & Hatami Nasab, S. H. (2019). Investigating the capabilities and benefits of cloud computing in the development of electronic communication services.
Gallouj, F., & Savona, M. (2009). Innovation in services: A review of the debate and a research agenda. Journal of Evolutionary Economics, 19(2), 149–172.
Grönroos, C., & Voima, P. (2013). Critical service logic: Making sense of value creation and co-creation. Journal of the Academy of Marketing Science, 41(2), 133–150.
Hakimi, B. (2015). Investigating factors affecting organizational innovation among managers (a case study of senior telecommunication managers in Isfahan province). Specialized Quarterly Journal of Social Sciences of Islamic Azad University, Shushtar Branch, No. 57.
Ham, S., Kim, W. G., & Jeong, S. (2005). Effect of information technology on performance in upscale hotels. International Journal of Hospitality Management, 24(2), 281–294.
Haynes, P., & Fryer, G. (2000). Human resources, service quality and performance: A case study. International Journal of Contemporary Hospitality Management, 12(4), 240–248.
Helkkula, A., & Holopainen, M. (2011). User-based innovation in services: Service innovation as an experience: Differences between employee and user narratives. Cheltenham, United Kingdom: Edward Elgar Publishing.
Helkkula, A., Kowalkowski, C., & Tronvoll, B. (2018). Archetypes of service innovation: Implications for value cocreation. Journal of Service Research, 21(3), 284–301.
Holt, K., & MInfoSysSec, M. B. A. (2017). The influence of an ITIL based service desk on users’ perceptions of the ITIL service and their use of ICT from the perspective of the IT team (Doctoral dissertation). Available from ProQuest Dissertations and Theses Database.
Hosseini, Y., Yadalhi, S., & Khosravani, Z. (2013). Studying the factors affecting the loyalty of email service customers: Examining service quality, satisfaction and electronic trust. Modern Marketing Research, 8(8), 77-92.
Jimenez-Jimenez, D., & Sanz-Valle, R. (2005). Innovation and human resource management fit: An empirical study. International Journal of Manpower, 26(4), 364–381.
Khan, M. A., & Rahman, Z. (2020). The role of technology in improving customer experience in the hospitality industry: A case study of Iran. International Journal of Hospitality Management, 88, 102-110.
Kim, T. G., Lee, J. H., & Law, R. (2008). An empirical examination of the acceptance behaviour of hotel front office systems: An extended technology acceptance model. Tourism Management, 29(3), 500–513.
Kuo, Y. (2013). Technology readiness as moderator for construction company performance. Industrial Management & Data Systems, 113(4), 558-572. https://doi.org/10.1108/02635571311322793
Kuzmin, O., Chernenko, D., Symonova, O., & Velychko, V. (2018). Development of elements of the quality management system of the reception and accommodation service in the hotel. Міжнародний науковий журнал Інтернаука, 3(1), 20-24.
Larivière, B., Bowen, D., Andreassen, T. W., Kunz, W., Sirianni, N. J., Voss, C., & De Keyser, A. (2017). “Service Encounter 2.0”: An investigation into the roles of technology, employees and customers. Journal of Business Research, 79, 238–246.
Law, R., & Jogaratnam, G. (2005). A study of hotel information technology applications. International Journal of Contemporary Hospitality Management, 17(2), 170–180.
Marinova, D., de Ruyter, K., Huang, M. H., Meuter, M. L., & Challagalla, G. (2017). Getting smart: Learning from technology-empowered frontline interactions. Journal of Service Research, 20(1), 29–42.
Melián-González, S., & Bulchand-Gidumal, J. (2017). Information technology and front office employees' performance. International Journal of Contemporary Hospitality Management, 29(8), 2159–2177.
Melton, H. L., & Hartline, M. D. (2010). Customer and frontline employee influence on new service development performance. Journal of Service Research, 13(4), 411–425.
Nguyen, H. T. T., & Nguyen, T. X. (2023). Understanding customer experience with Vietnamese hotels by analyzing online reviews. Humanities and Social Sciences Communications, 10(1), 1-13.
Nikkho, M. (2019). The effect of the electronic service desk on the level of satisfaction of the subscribers of the Water and Sewerage Company of Kermanshah province. Payam Noor University of Kermanshah Province, Payam Noor Center of Kermanshah.
Nordhorn, C., Scuttari, A., & Pechlaner, H. (2018). Customers’ emotions in real time: Measuring affective responses to service and relationship quality at the reception desk. International Journal of Culture, Tourism and Hospitality Research.
Ordanini, A., & Parasuraman, A. (2011). Service innovation viewed through a service-dominant logic lens: A conceptual framework and empirical analysis. Journal of Service Research, 14(1), 3–23.
Orfila-Sintes, F., Crespí-Cladera, R., & Martínez-Ros, E. (2005). Innovation activity in the hotel industry: Evidence from Balearic Islands. Tourism Management, 26(6), 851–865.
Ottenbacher, M., & Gnoth, J. (2005). How to develop successful hospitality innovation. Cornell Hotel and Restaurant Administration Quarterly, 46(2), 205–222.
Parasuraman, A. (2000). Technology Readiness Index (TRI) a multiple-item scale to measure readiness to embrace new technologies. Journal of Service Research, 2(4), 307–320.
Parasuraman, A., & Colby, C. L. (2015). An updated and streamlined technology readiness index: TRI 2.0. Journal of Service Research, 18(1), 59–74.
Rafaeli, A., Altman, D., Gremler, D. D., Huang, M. H., Grewal, D., Iyer, B., & de Ruyter, K. (2017). The future of frontline research: Invited commentaries. Journal of Service Research, 20(1), 91–99.
Rogers, E. M. (2003). Diffusion of innovations (5th ed.). New York: The Free Press.
Saqib, S., Cang, S., & Yu, H. (2016). Supervisory orientation, employee goal orientation, and knowledge management among front-line hotel employees. International Journal of Hospitality Management, 62, 21–32.
Saunders, M., Lewis, P., & Thornhill, A. (2009). Research methods for business students. Financial Times Prentice Hall Inc., London.
Shin, H., & Perdue, R. R. (2019). Self-service technology research: A bibliometric co-citation visualization analysis. International Journal of Hospitality Management, 80, 101–112.
Szymkowiak, A., Melović, B., Dabić, M., Jeganathan, K., & Singh Kundi, G. (2021). Information technology and Gen Z: The role of teachers, the internet, and technology in the education of young people. Technology in Society, 65, 101565.
Tello, I., Ruiz, C., & Yoo, S. G. (2018). Analysis of COBIT 5 Process “DSS02-Manage Service Requests and Incidents” for the Service Desk Using Process Mining. In 2018 International Conference on eDemocracy & eGovernment (ICEDEG) (pp. 304-310). IEEE.
Vargo, S. L., & Lusch, R. F. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68(1), 1–17.
Venkatesh, V., & Davis, F. D. (2000). A theoretical extension of the technology acceptance model: Four longitudinal field studies. Management Science, 46(2), 186–204.
Walczuch, R., Lemmink, J., & Streukens, S. (2007). The effect of service employees' technology readiness on technology acceptance. Information & Management, 44(2), 206–215.
Wieland, H., Polese, F., Vargo, S. L., & Lusch, R. F. (2012). Toward a service (eco)systems perspective on value creation. International Journal of Service Science, Management, Engineering, and Technology, 3(3), 12–25.
Yamaoka, H., Yamamoto, K., Nagai, T., & Masuda, H. (2019). Case study of implementing an IT service desk ticketing system at a small computer center. In Proceedings of the 2019 ACM SIGUCCS Annual Conference (pp. 140-144).
Zarei, A., Sadeghi, R., & Fadaei, R. (2019). Barriers to technology adoption in Iranian hotels: Insights from hotel managers. Journal of Tourism and Hospitality Research, 19(3), 345-362.
Journal of Information Technology Management
Volume 16, Issue 3
2024
Pages 150-172

Files

Share

How to cite

Statistics