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DOI: 10.1177/0010880407304023 Importance-Performance Analysis of Guest Technologies in the Lodging IndustryUniversity of Delaware, beldona{at}udel.edu
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
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