Driven by the Qualitative: A Comprehensive Analysis of the Current Status, Challenges, and Transformation Strategies of Smart Services

Lately, the hotel industry has been undergoing a remarkable transformation, fueled by the swift development of smart service networks and a growing consumer inclination towards innovative experiences. Through a qualitative research endeavor grounded in the Gioia method, this study has probed into customer encounters with smart service applications in hotels, leveraging perspectives from 31 participants. The findings highlight that customers seek not just functional utility but also emotional engagement in smart services, anticipate refined interface and interaction designs, and emphasize the necessity for comprehensive user support. These insights offer pivotal direction for the ongoing smart evolution within hotels and the wider service industry.