Concierge Services Research Articles

ARC Life Course Centre International Data for Policy Workshop

ObjectivesIdentify factors that support development of socially acceptable next generation linked data ecosystems that deliver higher standards in research, evaluation, and evidence-based policy. ApproachAustralian speakers showcased Australia’s current state of play in linked, longitudinal life course data. This was contrasted with examples of data settings in other countries, via international speakers. ResultsSeveral points of agreement emerged as areas for global improvement, such as: Developing best practice guidelines for inclusion of non-government organisation (NGO) service data into government funded, research accessible, safe-sharing, linked data systems Standardising user accreditation and credentialing that can be recognised across multiple data systems, to prevent duplication and aid efficiency Advocate for building evaluation funding into NGO service contracts Consider developing Community Data Labs/Data Explorers/Data Concierge Services to facilitate easy access and intuitive use of data by non-expert users (E.g. government, NGO, philanthropic, general public users, etc…) Encourage publication of measures of linkage quality by both custodians of data linkage systems and researchers Consider Indigenous Data Sovereignty, and sovereignty of other population groups, when collecting, linking, using, and reporting from administrative data about them. Conclusion The ARC Life Course Centre Data for Policy Portfolio members will determine how to prioritise our approach to each of these points and get a better understanding of how we could pursue them in partnership with key stakeholders domestically and internationally.

Pharmacogenomics concierge service as an opportunity for pharmacist reimbursement and practice-based learning

ObjectiveTo assess the feasibility of a pilot pharmacogenomics concierge service that incorporates student practice-based learning opportunities and a survey to determine patients’ interest and willingness to pay. MethodsParticipants in the pilot study (n=34) completed a survey to determine their willingness to pay for concierge services. Six participants indicating the highest level of interest were selected to participate in the program free of charge. Students conducted preliminary genetic testing to assess the potential value of a pharmacogenomics service. For the subset of participants (n=6) invited to the concierge service, confirmatory genetic testing was completed by a third-party lab. A layered learning model allowed senior students to mentor and train junior students in the area of pharmacogenomics. ResultsSix invited participants completed the concierge program and third party pharmacogenomic testing, and the majority (83%) received pharmacogenomic consultation with the pharmacist. Completed surveys from participants in the pilot program (n=34) indicated a willingness to pay $25-50 a month to have continued access to a pharmacist. Surveyed individuals rated their likelihood of utilizing the concierge service at a mean rating of 8.6 (SD=1.88) on a scale of 1 to 10 although this rating dropped significantly if insurance did not cover the cost. The pilot program offered opportunities for practice-based learning through a layered learning model. ConclusionThis pilot concierge program presented several successes and challenges which may help others avoid common pitfalls and spur discussion on optimal ways to develop new pharmacy services and experiential opportunities for students.

Service Encounter Front Office Di Yogyakarta Marriott Hotel

Service encounter implemented at Yogyakarta Marriott Hotel, one of the leading five-star hotels in Yogyakarta, Indonesia. Aspects such as interaction with the receptionist, room service, food and beverage service, and complaint handling were analyzed to identify their contribution to building a satisfying guest experience. The hotel utilizes modern technology and implements high service standards to improve efficiency and personalization of service. The findings indicate that the implementation of effective service encounters at Yogyakarta Marriott Hotel plays a significant role in enhancing guest satisfaction and customer loyalty. Well-trained staff, spontaneous actions, and responsive problem-solving skills contribute to creating a memorable stay experience. Efficient check-in and check-out processes, 24/7 room service, and informative concierge services are integral parts of the service encounter offered by this hotel. In addition, personalization of service and small gestures such as surprises for special moments build positive relationships with guests. The study concluded that the implementation of superior service encounters provides significant added value, strengthening the image of Yogyakarta Marriott Hotel as a premier hospitality destination in Yogyakarta. The hotel successfully meets guest expectations by providing a high-quality service experience, which differentiates it from competitors in the hospitality industry.

Unmanned smart hotel: applications and examples

PurposeIn the tourism sector, fully unmanned and partially unmanned hotel models serving customer segments from different income groups are increasing. Analyzing examples of unmanned hotels worldwide and their practices is crucial for understanding the automation systems used, the smart technologies employed, and the opportunities and challenges these hotels present, as well as for gaining insights into their impacts on the tourism sector.Design/methodology/approachThe data used in this research were obtained from secondary sources. One of the qualitative research methods, document analysis, was used for the analysis of these sources. The content analysis technique was used in the analysis of the data. A seven-stage systematic review process was used in the research. This seven-stage review process consists of the following stages: (1) determining the review objectives and formulating research questions; (2) identifying search terms and selection criteria; (3) conducting a search for unmanned hotel applications before clarifying exclusion and inclusion criteria; (4) evaluating the quality and relevance of unmanned hotel applications; (5) identifying content analysis review variables; (6) conducting content analysis; and (7) analyzing and reporting the findings.FindingsIn traditional hotel management, the innovations brought by digitalization and automation are transforming the guest experience and increasing operational efficiency. Unmanned smart hotels are equipped with various technological solutions, such as voice-controlled AI assistants, smart room control systems, AI-based concierge services, and robotic room service. These hotels are redefining roles and expectations within traditional hotel management, while simultaneously reducing costs and enhancing efficiency. Analyses indicate that unmanned smart hotels particularly appeal to specific customer segments, such as business travelers, and are becoming increasingly popular. These hotels offer advantages such as allowing guests to perform self-check-in, control their rooms, and receive necessary services via robots.Research limitations/implicationsThe universe of the research consists of all currently operating unmanned hotels worldwide. As a result of the research, 18 examples of unmanned smart hotels were identified. Hotels within the same chain with identical applications and processes were considered as a single example. Therefore, the research sample consists of 18 hotels.Originality/valueBy integrating these technological advancements, the hospitality and tourism industries can mitigate the impact of staff shortages, maintain high service standards, and improve operational efficiency. This approach allows businesses to adapt to changing workforce dynamics while continuing to deliver exceptional guest experiences. In conclusion, the significance and impact of unmanned smart hotels in the travel industry are growing. These hotels have the potential to shape the role of technology in the hospitality sector and influence future trends. Therefore, the adoption and development of unmanned smart hotels are important considerations for hotel operators and industry experts.

Impression of Metaverse on Gen Z Customers in the Hotel Industry

The metaverse is having a revolutionary effect on Gen Z customers in the hotel industry. With Gen Z’s passion for technology, hotels may make use of the metaverse to allow guests to explore and book based on virtual experiences. Their preferences are catered to through virtual tours, customized interactions, and social areas. In keeping with Gen Z’s need for distinctive, adaptable experiences, the metaverse also provides venues for virtual conferences and events. Virtual co-working spaces take advantage of the growing trend of remote work, while digital concierge services improve client care. Metaverse gives hotels the ability to design captivating, technologically advanced spaces that satisfy Gen Z’s demand for unique, creative, and socially engaged vacation experiences. This study aims to focus on the Impression of the metaverse on Gen Z customers in the Hotel Industry. The study was done using qualitative research on Gen Z customers. The study unveils that Gen Z customers are likely to use the metaverse, they value it for immersive experiences and better personalization in hotels. Future studies should examine how Metaverse will affect them in the long term and how their expectations change as Metaverse tech improves.

AI concierge in the customer journey: what is it and how can it add value to the customer?

PurposeAn AI concierge is a technologically advanced, intelligent and personalized assistant that is designated to an individual customer, proactively taking care of that customer’s needs throughout the service journey. This article envisions the idea of AI concierges and discusses how to leverage AI concierges in the customer journey.Design/methodology/approachThis article takes a conceptual approach and draws insights from literature in service management, marketing, psychology, human-computer interaction and ethics.FindingsThis article delineates the fundamental forms of AI concierges: dialog interface (no embodiment), virtual avatar (embodiment in the virtual world), holographic projection (projection in the physical world) and tangible service robot (embodiment in the physical world). Key attributes of AI concierges are the ability to exhibit semantic understanding of auditory and visual inputs, maintain an emotional connection with the customer, demonstrate proactivity in refining the customer’s experience and ensure omnipresence through continuous availability in various forms to attend to service throughout the customer journey. Furthermore, the article explores the multifaceted roles that AI concierges can play across the pre-encounter, encounter and post-encounter stages of the customer journey and explores the opportunities and challenges associated with AI concierges.Practical implicationsThis paper provides insights for professionals in hospitality, retail, travel, and healthcare on leveraging AI concierges to enhance the customer experience. By broadening AI concierge services, organizations can deliver personalized assistance and refined services across the entire customer journey.Originality/valueThis article is the first to introduce the concept of the AI concierge. It offers a novel perspective by defining AI concierges’ fundamental forms, key attributes and exploring their diverse roles in the customer journey. Additionally, it lays out a research agenda aimed at further advancing this domain.

We Need Digital Inquiries Before Arrival! Key Drivers of Hotel Customers’ Willingness to Pay Premium

ABSTRACT While prior research has examined various aspects of technology adoption, there is a limited focus on the specific dynamics of digital concierge services within the hospitality setting. Hence, the primary purpose of this paper is to examine the key drivers of willingness to pay for digital concierge services in Egyptian four-star hotels, with a particular emphasis on perceived value, usability, and the moderating effects of age and gender. Through a comprehensive survey of 624 potential customers and applying the Technology Acceptance Model, this paper repositions the concept of perceived usefulness as a central driver of user beliefs and intentions. Findings have implications for hotel managers, marketers, and industry professionals, offering guidance on enhancing user adoption and effectively communicating the advantages of digital concierge services to diverse customer segments. This research also sets the stage for future investigations into the evolving landscape of technology adoption within the hospitality industry.

The Evolution of Employee Assistance Programs to Best Support Healthcare Organizations.

Employee assistance programs (EAPs) have been evolving since they first became prevalent in the 1970s. The important counseling component of EAPs is sometimes lost in discussions about what they do, with many EAPs marketing a broad portfolio of services such as childcare, elder care, legal referral, and other concierge services rather than counseling. The objective of this study was to examine outcomes for the EAP of one organization (Mayo Clinic), compare them to outcomes reported in the literature, and gain insights to help all healthcare organizations best support their employees. Consistent with customary EAP practice, data for this study was collected through an anonymous survey link distributed by e-mail to users of individual counseling as well as users of organizational consulting services such as advising leaders and supervisors and leading educational sessions. All (n = 82) individual counseling respondents indicated they would recommend the EAP, none reported worse symptoms, 90% decreased their stress levels, 92% reduced their feelings of anxiety, 88% enjoyed an overall improvement in mood, and 95% developed new skills. If their concern was work-related, 96% agreed the counselor understood the work culture and was able to provide helpful guidance; of the clients who were feeling burned out, 86% agreed they gained strategies to reduce its symptoms. Thematic analysis of individual counseling services indicated that participants highly valued their counselors. Regarding organizational consulting services, respondents (n = 50) indicated EAP services increased their confidence as leaders, supported their work, and provided tangible guidance. They appreciated having an internal EAP counselor. Thematic analysis of organizational consulting services indicated that EAP supported leaders by listening, coaching, and empowering them to normalize issues. EAPs have evolved into distinct internal, external, and hybrid internal-external models. Internal model counselors are company employees with inside knowledge of company culture, external EAP model counselors are contracted outside of the company, and hybrid models combine a small cadre of internal counselors with the support of outside contractors. Regardless of the model, EAP counselors must collaborate with internal stakeholders, notably the human resources department, to efficiently identify and troubleshoot employee relational issues and allow for customized initiatives to improve mental health. Based upon these findings and the authors' direct experiences with EAP providers, components of an ideal EAP are outlined to show how EAPs can best support employees. Healthcare leaders seeking to add EAP services are advised to focus on offerings that are custom fit to the organization.

Digital Innovation in Hospitality: Bridging the Gap between Concierge Services and Hotel Guests

This study has a primary objective of investigating the existing gap that exists between guest interactions and hotel concierge services, with an emphasis on exploring potential solutions through software technology. To attain this goal, twenty in-depth interviews were conducted; eight conversations involved hotel concierges while twelve exchanges entailed interactions with guests. In conducting these interviews, the research aimed to gain extensive knowledge regarding challenges faced by both parties throughout their communication processes. Each interview was critically analysed to systematically identify specific issues suitable for resolution via software applications.
 The classification of concierge services facilitated the proposal of technology-based enhancements, which underwent testing by a focus group comprising both guests and concierges. The main objective of this study was to meticulously assess the proposed improvements in terms of their effectiveness in bridging gaps between these two groups. According to research results, there is a direct link between employing suggested software solutions and decreasing interaction discrepancies; implying that strategic usage can considerably boost hotel hospitality through better communication and comprehension among staff members and guests alike.
 The research suggests a wider implementation of technological resources in the hospitality industry as they can enhance guest experience and increase concierge efficiency. Further investigation could examine how effective these software solutions are across varying hotel environments and evaluate their lasting effects on customer contentment and hotel profits.

Set students up for a good start with concierge services

When prospective students consider going to college, they're excited about their futures. But what if they get confused or discouraged by the enrollment process and never even make it to a class?

Facilitating Mental Health Treatment Through Proactive Screening and Concierge Services in the Workplace.

The aim of this study is to determine if a proactive employer-sponsored mental health program closed gaps in detection and treatment of mental health conditions. Of n = 56,442 eligible, n = 8170 (14.5%) participated in the optional screening. Participants with mental health risk were offered care concierge services including support, care planning, and connection to care. Difference in behavioral health care utilization, diagnoses, and prescriptions were evaluated postintervention through claims analysis. Compared with controls (n = 2433), those receiving concierge services (n = 369) were more likely to fill mental health prescriptions (adjusted hazards ratio [HR], 1.2; 1.0-1.5; P = 0.042), use professional mental health services (adjusted HR, 1.4; 1.1-1.8; P = 0.02), and use new mental health services (adjusted HR, 1.9; 1.2-2.8; P = 0.004) in the following 6 months. This proactive mental health program with care concierge services identified risk, connected individuals to mental health care, and facilitated mental health treatment, among program participants.

Research on Hotel Management Based on Internet of Things and Big Data Analysis

With one-tap check-ins, digital concierge services, voice-activated gadgets, chatbots, smart in-room technology, and advanced analytics, the hotel sector has been quickly embracing new technologies to meet and exceed consumer expectations and digitize the customer experiences. The traditional hotel management with internet-based customer service could not handle dynamic real-time data efficiently due to increased data volume. Thus, this work analyzes hotel management practices with the internet of things (IoT) and big data. The IoT and big data significantly impact the guest experience since businesses can provide consumers with unique services to their needs. Automated check-in and checkout, pre-booking, registration, and user-chosen payment methods are just a few self-services that improve the visitor experience. For enhancing visitor satisfaction and offering tailored services, this paper looks at how IoT and big data analytics can help the hotel sector. It moreover examines how IoT can be used within the business. This extended research finds excellent results in hotel management through IoT and big data. A client occupancy detection model (CODM) simulation scenario finds the best detection accuracy of 97.51%.

Set students up for a good start with concierge services

When prospective students consider going to college, they're excited about their futures. But what if they get confused or discouraged by the enrollment process and never even make it to a class?

Get students off to a good start with concierge services

When prospective students consider going to college, they are excited about their futures. But what if they get confused or discouraged by the enrollment process and never even make it to a class?

Get students off to a good start with concierge services

When prospective students consider going to college, they are excited about their futures. But what if they get confused or discouraged by the enrollment process and never even make it to a class?

Breaking the psychological distance: the effect of immersive virtual reality on perceived novelty and user satisfaction

The integration of digital and physical worlds, known as ‘phygital’, has led to the emergence of hybrid consumption experiences (e.g. virtual reality, augmented reality, digital concierge services)...

Empirical analysis of commercial vehicle dwell times around freight-attracting urban buildings in downtown Seattle

Dwell time is defined as the time that delivery workers spend performing out-of-vehicle activities while their vehicle is parked. Restricting vehicle dwell time is widely used to manage commercial vehicle parking behavior. However, there is insufficient data to help assess the effectiveness of these restrictions. This makes it difficult for policymakers to account for the complexity of commercial vehicle parking behavior. The current study aims to identify factors correlated with dwell time for commercial vehicles. This is accomplished by using generalized linear models with data collected from five buildings that are known to include commercial vehicle activities in the downtown area of Seattle, Washington, USA. Our models showed that dwell times for buildings with concierge services tended to be shorter. Deliveries of documents also tended to have shorter dwell times than oversized supplies deliveries. Passenger vehicle deliveries had shorter dwell times than deliveries made with vehicles with roll-up doors or swing doors (e.g., vans and trucks). When there were deliveries made to multiple locations within a building, the dwell times were significantly longer than dwell times made to one location in a building. The findings from the presented models demonstrate the potential for improving future parking policies for commercial vehicles by considering data collected from different building types, delivered goods, and vehicle types.

A hand-up or a hand-out? An argument for concierge services for the development of innovation capacity in startups

This study suggests that a concierge service, provided by governments, can assist startups to gain streamlined access to the services, capabilities and capital required to bring innovation efficiently and cost-effectively to market. It analyses a range of concierge models in five separate jurisdictions to determine best practice. The paper develops a rationale and working definition for a concierge service that will assist public sector managers to help young high-growth SMEs and startups to navigate the increasingly complex innovation ecosystem.

An Empirical Examination of Sell-Side Brokerage Analysts’ Published Research, Concierge Services, and High-Touch Services

This paper uses a proprietary panel dataset to categorize and quantify the activities that sell-side brokerage analysts use to build and sustain their network of buy-side client relations. We then examine the marginal impact of these activities on key analyst outcome metrics identified by prior literature. Our findings highlight the importance of two previously unstudied client-service activities – high-touch phone calls and non-deal road shows – and suggest that analysts may face a tradeoff between producing accurate earnings research and increasing the values of key performance measures that gauge the strength of their network of client relations.

A Study on the Effect of Medical and Concierge Services on the Satisfaction of Foreign Patients in South Korea: Focusing on Mongolians and Kazakhstani

A Study on the Effect of Medical and Concierge Services on the Satisfaction of Foreign Patients in South Korea: Focusing on Mongolians and Kazakhstani