589) There is no question that increased technologies make this not only possible but are demanded by the industry to meet this growing need. (Barrett, 2002, p
It also must be made clear that specific to many hospitality industries, primarily hotels personal service delivery still very much influences consumer satisfaction, and to some degree SST has improved the ability of some staff to provide additional personal services as they are freed up to do so by the task need reduction of SST offered services. (Beatson, Coote & Rudd, 2006, pp
SST is a great example of this technology trend as it clearly dominates technology innovation and to a large degree aides in the ability of service employees and users to easily access some services without the help of a live person and conversely allows service employees to be able and available to provide personal service where it is needed due to the fact that the technology that supports their jobs is improving and consumers can do more independently. (Bitner, Brown & Meuter, 2000, pp
The communications technology of the modern era has significantly impacted the hotel industry, as the industry embraces new and emerging technology systems to keep their businesses full and healthy, even innovating niche systems that are specifically used by them to grow guest numbers. (Boudreaux & Sloboda, 1999, p
Yet, it must also be made clear that many of these issues are transitional, as firm implementation of alternative personal service and improved consumer comfort and awareness of SST ease of use and trustworthiness will alter the perception and reality of the service encounter and hopefully ultimately improve the reality of the experience and eventually improve booking rates. (Meuter, Ostrom, Roundtree, & Bitner, 2000) (Hilton & Hughes, 2008) (Chien-Hsin, Hsin-Yu & Sher, 2007) Davis, Bagozzi, & Warshaw, 1989) Control of Service Quality in SST In the food and beverage industry there are several technology themes that endure, innovative food product demands, streamline systems of service delivery and marketing and the incorporation of niche services when they are likely to increase in demand and value
Traditionally, bars, nightclubs, lounges, and taverns are the most longstanding entities of the service industry, and they have adapted and been innovators as well, providing SST that is both internal to the consumer experience and a convenience for the consumer, such as ATMs and high speed wireless internet, a location of SST that has grown foundationally as more and more people have become comfortable with internet and SST transactions on it. (Davis, Bagozzi & Warshaw, 1989, pp
"The availability and use of appropriate technologies govern the success of a service encounter." (D'Souza & Menon, 1995, p
Root beer and Sarsaparilla are the prime examples but there are others, adapted from soda fountain creations to better meet the need of a beer or liquor crowd. (Gershman, 1990, p
A current trend in the industry that will no doubt utilize technology is the emphasis on healthy foods fast, be it a temporary niche market (or an enduring consumer demand) the need for change is evident, given the staggering health statistics of the nation. (Goldstein & Goldstein, 2002) There is no doubt that technology of food production and delivery will play a large role in the development of at the very least a healthier image for some of the mainstay faster service industry providers
The industry responded by moving services to where the roads moved, when it was possible during the interstate movement, as well as by implementing ergonomic changes to meet forever fickle consumer demands. (Goode, 2000, p
Innovative food products have been a part of the food and beverage industry since its inception, restaurants need to meet changing consumer tastes in the best possible way and often with the lowest possible output to ensure profitability of items. (Greenberg & Graham, 2000, p
Other co-creators are the businesses themselves who often utilize the beta testing of other businesses and industries to help determine where best to allocate funding for SST additions to their own storefronts. (Hilton & Hughes, 2008, pp
589) Security technology is also a huge issue in the lodging hospitality industry as the need to make sure that guests, who are in a particularly vulnerable position, not knowing the place, community or people have the most advanced security protection available. (Hudak, 2002, p
Examples of SSTs include automated teller machines (ATMs), automated hotel checkout, banking by telephone, and services over the Internet, such as Federal Express package tracking and online brokerage services. (Meuter, Ostrom, Roundtree, & Bitner, 2000, p
html) Another fascinating example of an innovation lead in the hospitality industry is the famed and not necessarily successful Automat restaurants, where the entire restaurant was automated, and the customer could choose pre-prepared foods from the technology of a very complicated vending system. (Meyers, 2003, p
46) There is also to some degree a spurn in the technology driven building materials industry, as it applies to public spaces as well, and designing of nightlife public spaces might sometime soon become an essential specialty in design schools, especially as more and more modern designers begin to win awards and receive recognition for innovation in this area of technology and style. (Owen, 1991, p
Where such services exist this has become an industry standard and those establishments and chains that choose not to implement this as a standard will likely lose business as a result of the refusal to embrace such technology. (Rayman-Bacchus & Molina, 2001, p
Businesspeople in particular are determining that, by the time they arrive at an airport, spend two hours in security lines, fly to a destination, and rent a car, they would have been better off taking a train or driving. (Tarlow, 2002, p
Every company works only for the client's demand and added value to provide enjoyable service for its competitive advantage. In addition, some companies organized service divisions that collect information about clients and his/her interaction with products and quality (Gilmore, 2013)
Drawing from the literature review, equipment will be administrated that will contain 38 items relevant to demographics of participants and service quality at hotels (Milakovich, 2010). As such, the following things will be observed: The respondent's personal profiles relevant to gender, profession, education and purpose of visit and intention to revisit Overall impression of the hotel will be observed Service quality in the reception area will be observed Client fulfillment in the hotel guest room will be examined Response to waitress/waiters, food variety, and top quality will be examined in a restaurant (Khosrowpour, 2010)