A Review of Self-Service Technology Adoption in the Tourism and Hospitality Industry

Abstract

Self-Service Technology (SST) is a disruptive technology that has reshaped customer interactions, increased efficiency, and enabled data-driven decision-making. Its impact continues to evolve as technology advances and customer expectations change, making it a key consideration for businesses in a dynamic landscape. This chapter delves into critical findings regarding the adoption and implications of SST in tourism and hospitality. The relevant studies are sourced from the Scopus database. A mixed literature review methodology was employed to review papers. The literature review findings show facets of SST adoption, shedding light on the intricate relationships between consumer readiness variables, context-specific influences, preferred SST features, and psychological attributes. The study reveals consumer preferences, including convenience, ease of use, and speed of service, as primary drivers of the adoption of SST. The bibliometric analysis reveals the scope for developing SST literature in tourism and hospitality. Collaborations among scholars, research and funding institutions could help provide the impetus. Research in SST security, sustainability, and resilience could help enhance the SST literature. Comparative studies evaluating SST's social and economic implications are also suggested.

Citation

Gore, S. (2024), "A Review of Self-Service Technology Adoption in the Tourism and Hospitality Industry", Singh Kaurav, R.P. and Mishra, V. (Ed.) Review of Technologies and Disruptive Business Strategies (Review of Management Literature, Vol. 3), Emerald Publishing Limited, Leeds, pp. 117-135. https://doi.org/10.1108/S2754-586520240000003007