Purpose

This paper aims to answer questions pertinent to whether or not services provided by smart hotels are really what customers are looking for, as well as to ascertain what are some unintended experiences guests may encounter. In essence, to the best of the authors’ knowledge, this research is the first in the field to acknowledge the paradox of smart service.

Design/methodology/approach

This inquiry adopts a qualitative approach with data-driven from online customer reviews and semistructured interviews. Thematic analysis was undertaken to interpret review comments.

Findings

Results point to a new phenomenon, which is coined as the smartness paradox. In particular, customers on one hand enjoy an array of smart-infused experiences that jointly offer patrons a sense of a futuristic lifestyle. On the other hand, smart devices superimpose a number of hindrances that bring guests dismay and annoyance.

Research limitations/implications

This investigation brings smart service failure to the fore to highlight several key failure themes that could jeopardize the entire operation with debased customers’ satisfaction and loyalty inclination.

Originality/value

The smartness-paradox framework used in the present inquiry entails both approach and avoidance consequences customers enact depending on their smart experiences.

中文翻译：

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聪明的酒店，但不一定是明智的决策：聪明悖论

目的

本文旨在回答与智慧酒店提供的服务是否真正是顾客所寻求的相关问题，以及确定顾客可能会遇到的一些意外体验。本质上，据作者所知，这项研究是该领域第一个承认智能服务悖论的研究。

设计/方法论/途径

该调查采用定性方法，以在线客户评论和半结构化访谈的数据驱动。进行了主题分析来解释评审意见。

发现

结果指出了一种新现象，被称为“聪明悖论”。特别是，一方面，顾客可以享受一系列智能体验，共同为顾客带来一种未来主义生活方式的感觉。另一方面，智能设备叠加了许多障碍，给客人带来沮丧和烦恼。

研究局限性/影响

这项调查将智能服务失败凸显出来，突出了几个关键的失败主题，这些主题可能会降低客户满意度和忠诚度，从而危及整个运营。

原创性/价值

当前调查中使用的智能悖论框架需要客户根据他们的智能体验制定接近和避免后果。