Date of Award
January 2016
Degree Type
Thesis
Degree Name
Master of Science (MS)
Department
Hospitality and Tourism Management
First Advisor
Li Miao
Second Advisor
Xinran Lehto
Committee Member 1
Jonathon Day
Abstract
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.
Recommended Citation
Nie, Lei, "Infusion of Smartphone Technologies in Hospitality Service Experience" (2016). Open Access Theses. 1118.
https://docs.lib.purdue.edu/open_access_theses/1118