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“U” in User Experience (UX) Stands for the Frontline Employee: A Case Study of Voice Assistant Technology Use in Hotels

Jiyoung Hwang & Mehmet Erdem

Journal of Hospitality & Tourism Cases2025https://doi.org/10.1177/21649987251361910article
ABDC C
Weight
0.50

What the paper says

This case focuses on voice assistant technology, one of the AI-based service technologies in hotels, which transforms service employees’ work environments and hotel guests’ experiences. The application of AI-based technologies in the service industry has been widespread and provided various advantages to customers and organizations. However, at the same time, the adoption accompanied technology challenges that influenced successful operation and management. Drawing from the previous literature and the current issues related to voice assistant technology, this case study presents the four potential challenges that service employees may encounter in the use of the technology in the lodging industry with imaginary scenarios considering each situation so that the organizers can fully take advantage of voice assistant technology by avoiding the threats: (1) Privacy concern; (2) Ease of use; (3) Efficiency; and (4) Customer service.

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https://doi.org/https://doi.org/10.1177/21649987251361910

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@article{jiyoung2025,
  title        = {{“U” in User Experience (UX) Stands for the Frontline Employee: A Case Study of Voice Assistant Technology Use in Hotels}},
  author       = {Jiyoung Hwang & Mehmet Erdem},
  journal      = {Journal of Hospitality & Tourism Cases},
  year         = {2025},
  doi          = {https://doi.org/https://doi.org/10.1177/21649987251361910},
}

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“U” in User Experience (UX) Stands for the Frontline Employee: A Case Study of Voice Assistant Technology Use in Hotels

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Evidence weight

0.50

Balanced mode · F 0.40 / M 0.15 / V 0.05 / R 0.40

F · citation impact0.50 × 0.4 = 0.20
M · momentum0.50 × 0.15 = 0.07
V · venue signal0.50 × 0.05 = 0.03
R · text relevance †0.50 × 0.4 = 0.20

† Text relevance is estimated at 0.50 on the detail page — for your query’s actual relevance score, open this paper from a search result.