Cornell releases report on self-service kiosks in hospitality sector

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.