Hospitality Administration and Management Commons^™

Exploring The Association Of The Attributes Of Self-Service Kiosks, Customer Check-In Satisfaction, And Customer Commitment In C, Gary Deel

Electronic Theses and Dissertations

Research regarding self-service technology and its integration into the traditional service environment is relatively limited as it applies to the lodging industry. The purpose of this study was to investigate the customer check-in satisfaction and customer commitment impacts of self-service hotel kiosks as implemented in convention hotels by examining perceptions of kiosk users. It has been theorized that customer perceptions of self-service technology attributes are positively related to satisfaction and subsequent commitment. A model was employed in this study that had been previously supported outside of the hospitality industry which demonstrated support for a universal standard of investigating self-service technology …