The Impact Of Self-service As A Method Of Entertaining Guests In The Hotel Industry

CHAPTER ONE INTRODUCTION 1.1 BACKGROUND OF THE STUDY Consumers have grown tired of incompetent and inexperienced staff, long waiting lines and closure of outlets at times they prefer to do business. To overcome such frustrations, an increasing number of industries are choosing to provide self-service technology options for their patrons. Self-checkout at retail stores and supermarkets, pay-at-the-pump gas stations, self-checkin at airports, online banking and stock trading, and a variety of other applications (Ref). The hospitality industry has also adopted the transition from customer service…