Purpose

This study examines changes in customer service encounter patterns in response to the COVID-19 pandemic during stays at hotels. The study re-visits the hotel services delivery process and examines how the hotel service blueprint has been re-framed.

Design/methodology/approach

The study implemented an exploratory and qualitative research design to identify changes in customer service encounters and the hotel service delivery process. The research applied a cross-sectional survey-based design, which involved open-ended and closed interview questions with hoteliers in the Delhi/NCR region.

Findings

The study identified an increase in contactless service during the service delivery process and in customer service encounters while staying at hotels. In so doing, the various service touchpoints in hotels need to transition from personalized service to contactless service encounters such as at check-in and payment, contactless room key access with available and accessible hand sanitizers, masks, room purifiers, automated room cleaning machines and the deployment of other smart artificial intelligence-based technologies.

Practical implications

This paper profiles a revised service blueprint model for hotels, which could assist hotel service managers to address potential sources of customer dissatisfaction and service failure during the COVID-19 pandemic.

Originality/value

The paper explores ongoing changes in the hotel service delivery process during the COVID-19 situation and reveals ways in which the service blueprint has been re-framed.

中文翻译：

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服务蓝图 4.0：超越 COVID-19 的酒店服务设计

目的

本研究调查了在酒店住宿期间应对 COVID-19 大流行的客户服务遇到模式的变化。该研究重新审视了酒店服务交付过程，并检查了酒店服务蓝图是如何重新构建的。

设计/方法/方法

该研究实施了探索性和定性研究设计，以确定客户服务遭遇和酒店服务交付过程的变化。该研究采用了基于横断面调查的设计，其中涉及对德里/NCR 地区酒店经营者的开放式和封闭式访谈问题。

发现

该研究发现，服务交付过程中的非接触式服务以及入住酒店时遇到的客户服务增加。在此过程中，酒店的各种服务接触点需要从个性化服务转变为非接触式服务接触，例如登记入住和付款时、非接触式房间钥匙访问以及可用和可访问的洗手液、口罩、房间净化器、自动房间清洁机和部署其他基于智能人工智能的技术。

实际影响

本文概述了酒店的修订服务蓝图模型，该模型可以帮助酒店服务经理解决 COVID-19 大流行期间客户不满意和服务失败的潜在来源。

原创性/价值

本文探讨了在 COVID-19 情况下酒店服务交付过程的持续变化，并揭示了重新制定服务蓝图的方式。