Cyborg Service: Cornell Study Connects Technology & Guest Satisfaction
Hotels, restaurants, and other hospitality industry operations are experimenting with self-service kiosks, tablet devices, and other technologies intended to augment or replace interactions between guests and front-line employees.
While the combination of technology and people is designed to improve service, research suggests that service technologies can impede development of employee-guest rapport and lead to lower service evaluations.
The studies presented in this report apply social equity theory to determine when (and why) technology can improve guests' satisfaction with the service process and when it diminishes the guest experience.
In a competition sponsored by the Leland C. and Mary M. Pillsbury Institute for Hospitality Entrepreneurship, nine teams had five minutes each to present their innovative ideas for how to make the best use of Pepper, an interactive child-size humanoid robot, in the hospitality industryRead more »
Learn to analyze and communicate in the language of finance by demystifying financial terminology, assumptions, and concepts.Read more »
Statler Hotel promotes Chef Thomas Gisler to director of food & beverageRead more »
For fourteen Cornell University students, their trip to attend the annual HR in Hospitality Conference and Expo in Las Vegas was a capstone for their hospitality and labor-related education.Read more »
Chuck Floyd is the global president of operations for Hyatt...Read more »
Statler Hotel's Taverna Banfi donates to earthquake relief effortRead more »