Effect of technology use in hotel towards guest engagement / Siti Farhanah Md Yusoff & Wan Noor Shuhada Idayu Wan Hamid

Production industry had been greatly affected by the technology changes. Service industry including the hotels is also not excluded from the technology impact. This study will review 79 articles to know the effect of technology use in hotel towards guest’s engagement. By reviewing others articles, we want to know effects of technology usage in hotel towards guests engagement and whether employee interaction vith the guest will influence guest engagement towards the hotel. Technology implementation in the hotel might lead to positive impact or negative impact. Some people might not prefer to use technology while some people are excited to use new technology. This can be seen through the satisfaction of the guests when using the machine and system and their loyalty towards the hotel. Their loyalty can be interpreted in terms of frequency their staying at the hotel despite other hotels.