Generation Y and Z Perceptions of Hospitality Self-Service Technology

Abstract

The purpose of this study was to investigate the perceptions of Generation Y and Z regarding self-service technology and personal service in the hospitality industry. Technologically-savvy collegiate students in the Midwestern part of the USA served as the target population for this study. The results of this study indicate that the participants believe that personal service is more important than the use of self-service technology in the hospitality industry. However, Generation Y and Z prefer the convenience and promptness of self-service technology. Practical implications of this study and recommendations for further studies were addressed.