Thesis Abstract

Abstract
The research project aims to investigate the impact of technology on customer service in the hospitality industry. Technology has been rapidly evolving and its integration into various industries has significantly transformed the way businesses operate. In the hospitality sector, customer service is a critical component that directly influences guest satisfaction and loyalty. Thus, understanding how technology affects customer service is crucial for hospitality businesses to stay competitive in the market. This study will utilize a mixed-methods approach to explore the relationship between technology and customer service in the hospitality industry. The research will involve both quantitative surveys and qualitative interviews with customers and hospitality professionals to gather comprehensive data. The quantitative surveys will assess customers' preferences and satisfaction levels regarding technology-based customer service initiatives, while the qualitative interviews will provide in-depth insights into the impact of technology on customer interactions and overall service experiences. By analyzing the survey and interview data, this research aims to identify the key factors that influence the effectiveness of technology in enhancing customer service in the hospitality industry. The findings will help businesses in the sector to understand the preferences and expectations of customers regarding technology-driven services, allowing them to make informed decisions on technology adoption and implementation strategies. Moreover, the study will also explore the challenges and limitations associated with technology in customer service delivery in the hospitality industry. Understanding these barriers is essential for businesses to address potential issues and optimize their technology-enabled service offerings. By highlighting both the opportunities and challenges of technology in customer service, this research will provide valuable insights for hospitality professionals and managers seeking to improve their service quality and customer satisfaction levels. Overall, this research project will contribute to the existing body of knowledge on technology and customer service in the hospitality industry. The findings will not only enhance theoretical understanding but also offer practical implications for businesses looking to leverage technology to enhance their customer service practices. By shedding light on the impact of technology on customer service, this study aims to provide valuable guidance for hospitality businesses aiming to create exceptional guest experiences and build strong customer relationships in an increasingly digital era.

Thesis Overview