Affiliation:
1. Hong Kong Metropolitan University, Hong Kong
Abstract
The COVID-19 pandemic has shaped the globe in a revolutionary manner. The pandemic accelerated the adoption of technology around the globe. Given its extended roles, tons of studies shed light on customer experience design through smart technology from customers' perspectives. Little has been drawn to examine frontline employees' perspectives. This chapter aims to analyze the impacts of smart technology on customer experience in the hospitality context. Insights on perceived customer experience are sought from the perspectives of tertiary students and hotel frontline staff. The chapter will have several foci. Firstly, the chapter will provide readers with an overview of the development of smart technology in the hospitality context. Secondly, the chapter will walk through the major touchpoints during the hotel customer experience journey. This chapter helps craft a conceptual framework for enhancing customer experience design in the new era. Finally, it discusses the theoretical and practical implications and limitations and concludes with research directions in future endeavours.