A Study on the Customer Experience Design through analyzing Smart Hotels in China

Abstract

The outbreak of covid-19 has brought the characteristics and advantages of non-contact services to increased prominence, and the development of smart hotels”has accelerated. This study aims to identify, categorize and define the smart service experience at different touch points of the customer experience. The concept and characteristics of the smart hotel were examined based on existing research and literature. An analytical framework was designed using smart experience factors and customer touch points of smart hotels. Selected Chinese smart hotels were then examined under this framework. The case analysis results show that the customer experience design of smart hotels has developed to different degrees, in terms of interactivity, personalization, accessibility, information and privacy security. Based on the above findings, this article suggests that the design of smart hotels should use integrated data to further enhance personalized service experience.