The Journal of Hospitality and Tourism Technology awarded its 2022 Paper of the Year to Drs. Minwoo Lee, Minjung Shin and Ki-Joon Back. Their former Ph.D. students, Jiseon Ahn and Wooseok Kwon, also contributed to this winning paper titled “Integrating technology to service innovation: Key issues and future research directions in hospitality and tourism."
Integrating technology to service innovation: Key issues and future research directions in hospitality and tourism
Article publication date: 9 October 2019
Issue publication date: 8 April 2021
This study aims to provide an understanding of the concept of service innovation resulting from emerging technologies and suggest areas for future hospitality and tourism research. By thoroughly reviewing previous literature, this study provides the basis for improving customer service with service innovation.
This study examines the existing body of knowledge from leading hospitality, tourism and business journals by performing content analysis.
This study reveals the multifaceted aspects of service innovation practices using emerging technologies. Findings provide an evidence base to future studies by highlighting the role of technology in hospitality and tourism service innovation.
The major contribution of this study is the demonstration of an approach for both academic researchers and service providers how they can use the technology to improve customers’ perceived value, experience and engagement.