CONTACTLESS SERVICES IN VIETNAM'S HOSPITALITY INDUSTRY: CASE STUDIES OF THE JW MARRIOTT HANOI AND THE NOVOTEL HANOI THAI HA HOTEL
Main Article Content
Abstract
In Vietnam, contactless services in the hotel business are still relatively new. We provide an overview of the research on contactless services and related matters in this study. Following the fishbone or cause and effect diagram first introduced by Kaoru Ishikawa in 1968, the theoretical framework was developed on the five hotel internal factors (5M) that influence the implementation of contactless services in Vietnamese hotels. Our research is grounded in this theoretical framework to investigate the actual condition of providing contactless services at two 5-star hotels, the JW Marriott Hanoi and the Novotel Hanoi Thai Ha. To accomplish the purpose of the research, we used a variety of methodologies, including desk study and analysis; participant observation; questionnaire surveys; and in-depth interviews. Based on the findings of the research, the paper provides discussions and recommendations for the deployment of contactless services in Vietnamese hotels.
Article Details
Keywords
contactless services, hospitality industry, condition, requirements
References
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Ryan, T. P. (2013). Sample size determination and power. Wiley.
Solomon, M. R., Surprenant, C., Czepiel, J. A., & Gutman, E. G. (1985). A role theory perspective on dyadic interactions. Journal of Marketing, 49(1), 99–111.
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Bordoloi, S., Fitzsimmons, J., & Fitzsimmons, M. (2018). Service management: Operations, strategy, information technology (9th ed.). McGraw-Hill.
Callinan, C., Scott, M., Whelan, E., & Ojo, A. (2017). A co-creation based model for engaging citizen open data use. In A. Pucihar, M. K. Borštnar, C. Kittl, P. Ravesteijin, R. Clarke & R. Bons (Eds.), 30th Bled Conference: Digital transformation - from connecting things to transforming our lives (pp. 47–57). University of Maribor Press. https://doi.org/10.18690/978-961-286-043-1.5
Cronk, B. C. (2020). How to use SPSS: A step-by-step guide to analysis and interpretation. Taylor & Francis. https://doi.org/10.4324/9781315266121
Fonjong, B. B., & Tian, H. (2019). Impact of value co-creation on firm performance mediating role of strategic advantages. European Journal of Business and Management, 11(12), 161–172. https://doi.org/10.7176/EJBM
Grant Thornton. (2015). Hotels 2020: Welcoming tomorrow’s guests. https://www.grantthornton.global/en/insights/articles/hotels-2020/
Guiry, M. (1992). Consumer and employee roles in service encounters. Advances in Customer Research, 19(1), 666–672. https://www.acrwebsite.org/volumes/7372/volumes/v19/NA-19
Ishikawa, K. (1968). Guide to quality control. Nordica International.
Jo, B. M., Booms, B. H., & Tetreault, M. S. (1990). The service encounter: Diagnosing favorable and unfavorable incidents. Journal of Marketing, 54(1), 71–84. https://doi.org/10.1177/002224299005400105
Joe, S., Kim, J., & Zemke, D. M. V. (2020). Effects of social influence and perceived enjoyment on kiosk acceptance: A moderating role of gender. International Journal of Hospitality and Tourism Administration, 23(2), 289-316. https://doi.org/10.1080/15256480.2020.1746217
Kaufman Global. (2021). 6Ms of production (man, machine, material, method, mother nature and measurement). https://www.kaufmanglobal.com/glossary/6ms-production-man-machine-material-method-mother-nature-measurement/
Kuo, C. M., Chen, L. C., & Tseng, C. Y. (2017). Investigating an innovative service with hospitality robots. International Journal of Contemporary Hospitality Management, 29(5), 1305–1321. https://doi.org/10.1108/IJCHM-08-2015-0414
Lau, A. (2020). New technologies used in COVID‑19 for business survival: Insights from the hotel sector in China. Information Technology & Tourism, 22(4), 497–504. https://doi.org/10.1007/s40558-020-00193-z
Lee, S. M. (2018). Innovation: From small “i” to large “I”. International Journal of Quality Innovation, 4(2), Article 2. https://doi.org/https://doi.org/10.1186/s4088 7-018-0022-4
Lee, S. M., & Lee, D. H. (2020). “Untact”: A new customer service strategy in the digital age. Service Business, 14(1), 1–22. https://doi.org/10.1007/s11628-019-00408-2
Lee, W. J., Kwag, S. Il, & Ko, Y. D. (2020). Optimal capacity and operation design of a robot logistics system for the hotel industry. Tourism Management, 76, Article 103971. https://doi.org/10.1016/j.tourman.2019.103971
Ministry of Culture, Sports and Tourism of Vietnam. (2017). Quyết định số 4610/QĐ-BVHTTDL ngày 28/11/2017 về việc định hướng danh mục sản phẩm chủ lực của ngành văn hóa, thể thao và du lịch. (Decision No. 4610/QĐ-BVHTTDL dated November 28, 2017 on the orientation of the list of key products of the culture, sports and tourism industry). https://thuvienphapluat.vn/van-ban/Thuong-mai/Quyet-dinh-4610-QD-BVHTTDL-2017-Dinh-huong-danh-muc-san-pham-chu-luc-cua-nganh-van-hoa-411966.aspx
Nguyen, V. H., & Pham, V. H. (2015). Nghiên cứu mối quan hệ giữa chất lượng dịch vụ, sự hài lòng và lòng trung thành tại các khách sạn trên địa bàn thành phố Hà Nội (Study on relationships between service quality, satisfaction, and loyalty in hotels in Hanoi). TNU Journal of Science and Technology, 136(6), 163-171.
Nguyễn, T. H., & Bùi, T. H. (2019). Ảnh hưởng của đổi mới sáng tạo và tinh thần doanh nhân tới hiệu quả hoạt động kinh doanh của các khách sạn tại Việt Nam (The impacts of innovation and entrepreneurship on Vietnam-based hotel’s performance). Economy and Forecast Review, 33(715), 138-143.
Prime Minister. (2018). Quyết định 1671/QĐ-TTg ngày 30/11/2018 về việc Phê duyệt "Đề án tổng thể ứng dụng công nghệ thông tin trong lĩnh vực du lịch giai đoạn 2018 - 2020, định hướng đến năm 2025” (Decision 1671/QD-TTg dated November 30, 2018 on approval "The master project of information technology application in the tourism sector in the period of 2018 - 2020, orientation to 2025"). https://thuvienphapluat.vn/van-ban/Cong-nghe-thong-tin/Quyet-dinh-1671-QD-TTg-2018-De-an-tong-the-ung-dung-cong-nghe-thong-tin-trong-linh-vuc-du-lich-401631.aspx
Reinartz, W., Wiegand, N., & Imschloss, M. (2019). The impact of digital transformation on the retailing value chain. International Journal of Research in Marketing, 36(3), 350–366. https://doi.org/10.1016/j.ijresmar.2018.12.002
Ryan, T. P. (2013). Sample size determination and power. Wiley.
Solomon, M. R., Surprenant, C., Czepiel, J. A., & Gutman, E. G. (1985). A role theory perspective on dyadic interactions. Journal of Marketing, 49(1), 99–111.
Susan, J. (2004). Likert scales: How to (ab)use them. Medical Education, 38(12), 1217–1218. https://doi.org/10.1111/j.1365-2929.2004.02012.x
Tran, T. H. T., & Nguyen, T. P. T. (2019). The impact of information technology application on the hotel performance – A conceptual perspective. Ho Chi Minh City University of Education Journal of Science: Social Sciences and Humanities, 16(5), 80–93. https://journal.hcmue.edu.vn/index.php/hcmuejos/article/view/2500
Vietnam National Administration of Tourism. (2021). Statistic figures. https://vietnamtourism.gov.vn/statistic