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Technology in hospitality: how generation X perceives this trend
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The Hospitality Industry operates in a highly competitive market and technology is a valuable asset when it comes to the implementation of differentiationstrategies. This study aims to determine how technology is perceived by Generations X, Y,and Z to increase guest satisfaction, considering COVID-19 pandemic side effects. An online survey was carried out and two interviews were conducted to analyze the relationship between hotels, technology,and generations. The results suggest that for the three generations, technology is not a decidingfactor, but it is a key differentiator in the enhancement of the guest experience. Nevertheless, it is expectedthat fully digital hotels will be a niche market.This specific part of the study focuses solely on Generation X and on their perception of technology in hospitality. After analyzing the answers of respondents that belong to this age gap, results show that Gen Xers are curious about technology, that they think this tool is an asset for some specific processes but that it does not substitute humans. For this generation, human interaction is a crucial factor in the hospitality industry, and they are not interested in a hotel that does not practice it.
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Technology Hospitality Consumer experience Generation X