Abstract
The development of science and technology brings to people, fast, convenient and more accurate service experience. Human-technology interaction is now a controversial topic. Hospitality has always been, and will always be, a people-driven industry. So, it's a challenge to find a way to integrate technology with this people-driven industry. The aim of this study is to explore how to remain the human touch in the self-service technology (SST) experience. And eventually aim is finding ways to create exceptional service for guests.
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