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Cornell releases report on self-service kiosks in hospitality sector
April 9, 2010
Cornell University's Center for Hospitality Research this month published a report studying the use of self-service kiosks in the hospitality industry. "Integrating Self-Service Kiosks in a Customer Service System," by researchers Tsz-Wai Lui and Gabriele Piccoli, investigates the financial and guest-satisfaction effects of kiosk deployments in two hotel chains. The report uses structured equation modeling to evaluate how the self-service kiosks were received by customers.
The report is available for free download from the Center for Hospitality Research's Web site.
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