Ch 10 Technology evolution
e-service stage
(In the 1990s) focuses on internet-mediated service delivery. With the emergence of the internet in the 1990s, this stage spotlighted the boom of online travel agents (OTAs), such as Expedia and Priceline. Tourism companies exploited CRM to maintain an integrated traveler database and to improve traveler satisfaction and business profitability
m-service stage
(In the 2010s) refers to mobile-mediated service delivery. This stage witnessed the smartphone revolution with the launch of the first iPhone and the boom of social media, such as Facebook, Twitter and TripAdvisor. interacted and engaged customers through social media with the goal of building trust and brand loyalty m-s-qual
service stage
(between 1950s and 1990s) massive and inexperienced tourists and standardized package holidays labor-intensive, offering intangibility and inseparability service experiences Brick-and-mortar tourism companies, including travel agents/tour operators, hotels and airlines, played important roles in service delivery. highlighted the importance of employee roles and performance SERVQUAL- 'moment of truth'
Blockchain
- A blockchain is a shared ledger where transactions are permanently recorded by appending blocks - The blockchain serves as a historical record of all transactions that ever occurred, from the genesis block to the latest block, hence the name blockchain. chain of blocks ordered in a network of non-trusted peers. A block is like a page of a ledger or record book. Each time a block is 'completed', it gives way to the next block in the blockchain. A block is thus a permanent store of records which, once written, cannot be altered or removed.
Proof of Work
- A system that ties mining capability to computational power. - Blocks must be hashed, which is in itself an easy computational process, but an additional variable is added to the hashing process to make it more difficult. - When a block is successfully hashed, the hashing must have taken some time and computational effort. Thus, a hashed block is considered proof of work about solving mathematical problems. If a problem is successfully solved, then a new block can be added to the blockchain. On average, performing proof-of-work calculations and adding a new block to the chain takes about 10 minutes. Together, hashing and the proof-of-work mechanism ensure the security to the whole blockchain network.
Practical blockchain
A blockchain is an expanding list of cryptographically signed, irrevocable transactional records shared by all participants in a network. Each record contains a timestamp and reference links to previous transactions. With this information, anyone with access rights can trace back a transactional event, at any point in its history, belonging to any participant. A blockchain is one architectural design of the broader concept of distributed ledgers. Blockchain and other distributed ledger technologies provide trust in untrusted environments, eliminating the need for a trusted central authority.
Distributed cloud
A distributed cloud refers to the distribution of public cloud services to different locations outside the cloud providers' data centers, while the originating public cloud provider assumes responsibility for the operation, governance, maintenance and updates. This represents a significant shift from the centralized model of most public cloud services and will lead to a new era in cloud computing.
distributed network
A network that can be used by persons located (distributed) around the country or the globe to share computer files. allowed to join a blockchain peer-to-peer network. When someone joins a network, this person gets a full copy of the blockchain. Distributed storage of data accompanied by effective hashing and proof-of-work mechanisms helps to prevent nearly any fraud.
Data:
A unit of data stored inside a block may be represented by any value depending on the type of blockchain. A block can store an amount of money, a share in a company, a digital certificate of ownership, a vote during an election, or any other value.
AI security
AI, and especially machine learning, will be applied to augment human decision making across a broad set of use cases. At the same time, there will be a massive increase in potential points of attack with IoT, cloud computing, microservices and highly connected systems in smart spaces. While this creates great opportunities to enable hyperautomation and leverage autonomous things to deliver business transformation, it creates significant new challenges for the security team and risk leaders.
Hash of the previous block:
Also, each block contains a hash of the previous block. For instance, if there are three blocks in a blockchain, block 3 will contain the hash of block 2, and block 2 will contain the hash of block 1. If anyone changes the data in a single block, the hash of that particular block changes, but it also makes the whole chain invalid.
open platform integration
By allowing applications to communicate with one another via API in the cloud, third-party integration is typically quicker.
three pats of blockchain
Data hash previous hash
Democratization
Democratization is focused on providing people with access to technical expertise (e.g., ML, application development) or business domain expertise (e.g., sales process, economic analysis) via a radically simplified experience and without requiring extensive and costly training. The notion of "citizen access" (e.g., citizen data scientists, citizen integrators) as well as the evolution of citizen development and no-code models are examples of democratization. The development of expert systems or virtual assistants based on AI and decision models is another important aspect of democratization. These systems provide advice or take actions on behalf of people to extend their knowledge or expertise beyond their experience or training.
Hash:
Each block also has a hash. Hashes are cryptographic codes created by special algorithms. A hash can be compared to a fingerprint, as each hash is unique. Its role is to identify a block and the block's contents. Once a block is created, a hash is calculated. Changing something inside the block causes the hash to change. So a hash also indicates changes to a block.
Empowered edge
Edge computing describes a computing topology in which information processing and content collection and delivery are placed closer to the sources, repositories and consumers of this information. Edge computing draws from the concepts of distributed processing. It tries to keep the traffic and processing local to reduce latency, exploit the capabilities of the edge and enable greaterautonomy at the edge.
Hyperautomation
Automation refers to the use of technology to facilitate or perform tasks that originally required some form of human judgment or action. Hyperautomation refers to the application of advanced technologies including artifical intelligent (AI) and machine learning to increasingly automate processes and augment humans.
Autonomous things
Autonomous things are physical devices that use AI to automate functions previously performed by humans. The most recognizable forms of autonomous things are robots, drones, autonomous vehicles/ships and appliances. AI-powered IoT elements, such as industrial equipment and consumer appliances, are also a type of autonomous thing. Autonomous things operate across many environments (land, sea, and air) with varying levels of control. Autonomous things have been deployed successfully in highly controlled environments such as mines. As the technology capabilityimproves, regulation permits and social acceptance grows, autonomous things will increasingly be deployed in uncontrolled public spaces.
Six Trends in IoT for Hospitality
Guestroom automation Predictive Maintenance Mobile engagement Hyperpersonalization location based interactions open platform integration
Human augmentation
Human augmentation refers to the enhancement of human capabilities and capacity through the use of technology and science. Human augmentation explores how technology can be used to deliver cognitive and physical improvements as an integral part of the human experience. Instead of computers and applications being something outside the normal human experience, they become a natural — and sometimes necessary — part of the day-to-day human experience. Moreover, human augmentation also includes bioengineering factors that go beyond the exploitation of computers and applications. For many people, smartphones are an essential tool and constant companion. Social networks and electronic connections like email have become a primary link between people.
people centric trends
Hyperautomation Multiexperience Democratization Human Augmentation Transperancy and tracebility
10 strategic technology trends
Hyperautomation Multiexperience Democratization Human Augmentation Transperancy and tracebility empowered edge distributed cloud autonomus things pratical blockchain AI security
Transparency and traceability
It focuses on the data privacy and digital ethics challenges and the application of design, operational principles, and technologies to increase transparency and traceability to enhance trust. Digital ethics and privacy are growing concerns for individuals, organizations and governments. Consumers are increasingly aware their personal information is valuable and are demanding control. Organizations recognize the increasing risk of securing and managing personal data, and governments are implementing strict legislation to ensure they do. Transparency and traceability are critical elements to support these digital ethics and privacy needs. Transparency and traceability refer to a range of attitudes, actions, and supporting technologies and practices designed to address regulatory requirements, enshrine an ethical approach to use of AI and other advanced technologies, and repair the growing lack of trust in companies.
Predictive Maintenance
Maintenance that uses sophisticated technological methods to increase operational life and target preemptive corrective actions by using diagnostic-based maintenance planning. help prolong the life of the equipment and to minimize gues complaints related with unplanned service issues. Also, predictive maintenance can use sensor data to recognize hazardous trends and alert the maintenance persoonel in the hotel.
Multiexperience
The user experience will undergo a significant shift in how users perceive the digital world and how they interact with it. Conversational platforms are changing the way in which people interact with the digital world. Virtual reality (VR), augmented reality (AR) and mixed reality (MR) are changing the way in which people perceive the digital world. This combined shift in both perception and interaction models leads to future multisensory and multi-touchpoint experience.
location based interaction
sing location data via GPS, Bluetooth or Wi-Fi. Google Maps now sends a notification to notify a person that it's almost time to leave for an appointment by collecting real-time traffic data and the appointment address from Google Calendar to help the person not be late.
Customer Relationship Management (CRM)
a company-wide business strategy designed to optimize profitability, revenue, and customer satisfaction by focusing on highly defined and precise customer groups
SERVQUAL
a multiple-item scale used to measure service quality across dimensions of tangibles, reliability, responsiveness, assurance, and empathy
information communication technologies (ICTs)
all of the hardware and software related to electronic communication and information sharing
Smart spaces trends
empowered edge distributed cloud autonomus things pratical blockchain AI security
intellignet digital mesh
intelligent theme explores how AI — with a particular emphasis on machine learning. more flexible, insightful and increasingly autonomous systems. digital theme focuses on blending the digital and physical worlds to create a natural and immersive digitally enhanced experience mesh theme refers to exploiting connections between an expanding set of people and businesses — as well as devices, content, and services — to deliver digital business outcomes.
Hyper-Personalization
people may disclose more to offset the "distance" of the internet collects and analyzes massive sets of data to improve the performance of the equipment, web applications now collect and share data about a consumer's personal preferences to improve their online experience. Data sharing between the website and mobile applications is typically intended to help advertisers like Google & Facebook target the right audience based on their search history. "personal touch" to hotel guests to make them feel special. Personalizing a guest experience in a hotel is critical to maintaining guest loyalty.
guest room automation
provides a way for hotels to differentiate by keeping up with the smart home technology to make the guest feel more comfortable The idea of a "smart home" is beginning to take shape in the consumer market. From the smart lock to the smart thermostat, waves of intelligent products are flooding the market due to the dramatically lower cost of wireless sensor technologies
a-service stage
service automation. Artificial intelligence (AI), Internet of Things (IoT), service robots (chatbots), virtual reality and augmented reality (VR and AR), and biometric identifications (eg. facial recognition) will be applied to enrich tourism experiences. it can improve business productivity by transferring some service delivery processes to travelers, such as service kiosks, chatbots, and service robots advanced technologies can support smart travel experience to develop higher personalization of travel services from the supplier.
Four stages of service delivery
service, e-service, m-service, and "a-service" stages
Internet of Things (IoT)
the network of products embedded with connectivity-enabled electronics a concept/technology that connects all the devices to the internet and lets them communicate with each other over the internet. Simply speaking, IoT is made up of devices - from simple sensors to smartphones and wearables - connected together. processors, sensors and communication hardware, to collect, send and act on data they acquire from their environments. IoT devices share the sensor data they collect by connecting to an IoT gateway or other edge device where data is either sent to the cloud to be analyzed or analyzed locally
Mobile engagement
using keyless entry, these brands are lowering their labor costs while increasing guest satisfaction all by saving time otherwise spent at the front desk. Platform companies like Telkonet's EcoSmart boasts the ability for hotel brands to control the guestroom IoT products through the same guest loyalty apps that unlock the door, such as: lights, power outlets & temperature settings.
