Date of Award
Master of Science (MS)
Hospitality and Tourism Management
Committee Member 1
This study explored the infusion of smartphone technologies into hospitality service experience from a phenomenological approach. In-depth interviews were conducted with smartphone users who had firsthand hospitality service experience. Data analysis revealed four unique patterns within smartphone-equipped customers’ service experiences: the extended control facilitated by smartphone technologies, the functional gap between mediated and interpersonal services, the infusion of solitude into a communal experience, and the interactions among different service processes. Based on these results, this study developed a conceptual framework of the infusion of smartphone technologies in hospitality service experience. Theoretical and managerial implications of the findings were also discussed.
Nie, Lei, "Infusion of Smartphone Technologies in Hospitality Service Experience" (2016). Open Access Theses. 1118.