Exploring Guest Attitudes and Adoption Patterns in Contactless Service Utilization in the Hospitality Industry

Abstract

The advent of the COVID-19 pandemic has catalyzed a profound transformation in consumer behavior, particularly within the hospitality sector, necessitating swift adaptations to mitigate health risks while delivering seamless guest experiences (Gretzel et al., 2020). Central to this evolution is the emergence of contactless services as a pivotal response, offering an innovative solution that addresses safety concerns and enhances operational efficiency within the hospitality industry.