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Cornell Hotel and Restaurant Administration Quarterly
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Importance-Performance Analysis of Guest Technologies in the Lodging Industry

Srikanth Beldona

University of Delaware, beldona{at}udel.edu

Cihan Cobanoglu

University of Delaware, cihan{at}udel.edu

An assessment of how hotel guests view in-room technology compared the importance of those technologies to how they perform. Based on 265 responses, this importance-performance analysis indicates that important basic technologies like in-room temperature controls and alarm clocks fail to perform in the way guests want, while relatively new technologies like plasma screen TVs and in-room printers and faxes are less important but perform well when they are in place. In addition, the study finds that internet access is an integral part of the lodging product.

Key Words: hotel operation • guest-room technology • technology adoption • importance-performance analysis

Cornell Hotel and Restaurant Administration Quarterly, Vol. 48, No. 3, 299-312 (2007)
DOI: 10.1177/0010880407304023
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