HOSPITALITY 2.0: HOW THE IMPLEMENTATION OF TECHNOLOGY IN THE HOSPITALITY INDUSTRY AFFECTS THE PERCEPTION OF HOSPITALITY
Tilen Albreht Centrih,
Tilen Nipič,
Žan Hodžič,
Tadeja Jere Jakulin
Abstract: In today's world, technology is increasingly involved in the tourism industry, which is facing a transformation that fundamentally changes the concept of hospitality. The traditional understanding of hospitality, based on personal contact, warmth, and an individual approach, faces new challenges and opportunities brought about by technological innovation. This paper explores the impact of these technological changes on the perception of hospitality in the hospitality industry, considering both positive and negative effects. The research adopted qualitative methods, focusing on descriptive and analytical study of the theoretical literature and system dynamics model, which shows the interdependencies of hospitality's essential elements. The results contribute to a better understanding of how technology is changing hospitality in the hospitality industry and provide insights into how the sector can find the right balance between using technological innovation and preserving the human element at the heart of genuine hospitality.
Keywords: Performance management, Performance measurement, Quality management, ISO 9001, System dynamics
DOI: 10.24874/IJQR19.02-20
Recieved: 24.07.2024 Accepted: 14.02.2025 UDC:
Reads: 31 
