A Review of the Research on Contactless Services in Tourism and Hospitality
With the rapid development of technology,contactless services have gradually become an important emerging phenomenon in the field of tourism and hospitality consumption.This study aims to systematically and comprehensively examine the research progress of contactless services.Based on a comprehensive review of existing literature in English and Chinese,this paper:(1)presented the types of contact-free services and a summary of published papers;and(2)identified four types of research focus and provided a detailed report for the progress for each research theme:①antecedents,experience and outcomes of consumers'use of contactless services,(2)antecedents and outcomes of organizations'use of contactless services,(3)service failure and recovery,and ④ literature review.Finally,the paper put forward fruitful directions for advancing the current understanding of contactless service.
万方数据
维普
