Technification in Lodging: Balancing Technology with Human Touch to Avoid Commoditization and Preserve Guest Experience
💻 In the lodging industry, technification— the use of technology in business—has become crucial since its concept was introduced in the 1930s. It involves AI, chatbots, and robots to enhance guest experiences and boost profits. However, over-reliance on technology might lead to service commoditization, reducing differentiation to price alone. Arguments for technification highlight labor shortages and the preference of younger generations for self-service. Concerns remain about losing human connections in guest interactions.
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