Front desk technology innovation in hotels: A managerial perspective

Abstract

Understanding technology innovation is a key strategic management concern in hotels. Still, the existing hotel technology research has focused heavily on technology adoption processes; even though technology adoption is mandatory for most employees. There is a lack of scholarly knowledge of the company-wide managerial processes and effects associated with technology innovation. To fill this research gap, using Helkkula et al.’s (2018) service innovation archetypes as a theoretical lens, this research explored the effects associated with hotel front desk technology innovation by a large multi-national hotel corporation. Following a qualitative approach, written interviews of 251 hotel managers were conducted. Three-step thematic analysis was used to examine the data. Specifically, the sequential hiring, training, and implementing process associated with technology innovation, the outputs of technology innovation, and experiential value were examined to develop a comprehensive operational framework. The framework provides strategic knowledge on successful development and management of front desk technology.