Abstract
The COVID-19 pandemic has accelerated Self-service Kiosk (SSK) use in hotels, altering the composition of service packages and affecting customers' overall perception of service quality. However, SSKs' impact on customer satisfaction (CS) with the overall services remains uncertain. This study examines the impact of SSK use on CS and its underlying mechanisms using a large dataset at both the customer-hotel level for a large hotel group while comparing the impact before and amid the pandemic. Findings suggest that the adoption of SSKs has a positive impact on CS in which perceived utilitarian and hedonic values play a mediating role, and membership level plays a moderating role. Comparative analysis also indicated that SSKs had additional positive customer feedback amid the pandemic. These findings provide new understanding regarding the practical application value of SSK and help guide hotel management decisions regarding SSK implementation.
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