Classifying technological innovation attributes for hotels: an application of the Kano model

ABSTRACT

Technological facilities and services have become attractive features in hotel selection. However, limited research has been conducted on how technological innovation attributes are perceived by hotel tourists. This paper aims to highlight and categorize the technological innovation attributes of hotels based on the Kano model. Empirical testing shows four technological innovation factors: Internet and app usage, smartphone usage as a room key and for payment, E-housekeeping, and the use of electronic self-service systems. Findings provide practical implications for hotel operators planning to introduce technologies into their hotels.

KEYWORDS:

• Hotel attributes
• technological innovation
• Kano model
• attractive attributes
• one-dimensional attributes
• indifferent attributes
• tourist perception
• online and app (Application) usage

Disclosure statement

No potential conflict of interest was reported by the authors.