Date of Award

January 2016

Degree Type


Degree Name

Master of Science (MS)


Hospitality and Tourism Management

First Advisor

Li Miao

Second Advisor

Xinran Lehto

Committee Member 1

Jonathon Day


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.