A conceptual framework of the service delivery system design for hospitality firms in the (post-)viral world: The role of service robots
Küçük Resim Yok
Tarih
2020
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
International Journal of Hospitality Management
Erişim Hakkı
info:eu-repo/semantics/closedAccess
Özet
This study aims to develop a conceptual framework of the service delivery system design for hospitality firms in the (post-)viral world. Several theoretical approaches such as resource-based view, value chain analysis, stakeholder theory, PESTEL analysis, positioning strategy, and service delivery system design were adopted. The paper identified three service delivery system designs (robotic, human-based, and mixed) and analyses their requirements, advantages, disadvantages, and potential target markets. According to the suggested model, hospitality firms need first to explore the expectations of tourists. Then comes the analysis phase (based on a holistic perspective, and consisting of RBV, Value chain, Stakeholder, and PESTEL analyses), which helps hospitality firms to identify how they should differentiate and position themselves in the market. Following, companies decide on what kind of service delivery system they should offer to their target customers, and position themselves in the market according to the chosen system.
Açıklama
Anahtar Kelimeler
COVID-19, Hospitality firms, Physically distant service, Positioning strategy, Service delivery system, Service robot
Kaynak
International Journal of Hospitality Management
WoS Q Değeri
Q1
Scopus Q Değeri
N/A
Cilt
91
Sayı
Künye
Seyitoğlu, F.; Mardin Artuklu University, Faculty of Tourism, Artuklu, Mardin, Turkey;
