A Review of the Research on Contactless Services in Tourism and Hospitality

doi:10.12054/lydk.bisu.233

Abstract

Abstract:

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, ②antecedents and outcomes of organizations’ use of contactless services, ③service failure and recovery, and ④ literature review. Finally, the paper put forward fruitful directions for advancing the current understanding of contactless service.

Key words: contactless services, review, tourism, hospitality

摘要：

随着科技迅速发展，免接触服务逐渐成为旅游及酒店消费领域新兴的重要现象。为填补免接触服务领域相关文献系统性综合分析的空白，本文在全面回顾现有中英文文献的基础上，对免接触服务类型和研究现状进行梳理，发现当前研究有四大研究主题，分别是从消费者角度开展的前因与结果变量研究、从组织角度开展的前因与结果变量研究、从免接触服务失败与补救策略角度开展的相关研究和聚焦于某一特定技术的综述类研究，最后提出了关于未来研究的建议。

关键词: 免接触服务, 研究综述, 旅游, 酒店

CLC Number:

LIU Chun, LU Ximing, ZHAO Qi. A Review of the Research on Contactless Services in Tourism and Hospitality[J]. Tourism and Hospitality Prospects, 2024, 8(1): 104-131.

刘春, 陆希铭, 赵琦. 旅游及酒店业免接触服务研究综述[J]. 旅游导刊, 2024, 8(1): 104-131.

Figures/Tables 11

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研究主题 Research topic	占中文文献总数之比（%） Percentage of articles in Chinese literature（%）	占英文文献总数之比（%） Percentage of articles in English literature（%）	占全部文献数量之比（%） Percentage of articles in total literature（%）
消费者使用免接触服务的前因、体验与结果	62.5	75.93	75.29
免接触服务消费者行为意向前因变量	37.50	50.62	50.00
免接触服务消费者体验	12.50	11.73	11.76
免接触服务消费者行为结果变量	12.50	13.58	13.53
组织使用免接触服务的前因与结果	12.50	10.49	10.59
管理者使用免接触服务的前因与结果变量	12.50	4.63	5.00
员工使用免接触服务的前因与结果变量	0.00	5.86	5.59
服务失败归因与补救策略及其效果	18.75	2.78	3.53
服务失败归因	12.50	0.93	1.47
服务失败补救策略及其效果	6.25	1.85	2.06
综述型文献	6.25	10.80	10.59

研究主题 Research topic	占中文文献总数之比（%） Percentage of articles in Chinese literature（%）	占英文文献总数之比（%） Percentage of articles in English literature（%）	占全部文献数量之比（%） Percentage of articles in total literature（%）
消费者使用免接触服务的前因、体验与结果	62.5	75.93	75.29
免接触服务消费者行为意向前因变量	37.50	50.62	50.00
免接触服务消费者体验	12.50	11.73	11.76
免接触服务消费者行为结果变量	12.50	13.58	13.53
组织使用免接触服务的前因与结果	12.50	10.49	10.59
管理者使用免接触服务的前因与结果变量	12.50	4.63	5.00
员工使用免接触服务的前因与结果变量	0.00	5.86	5.59
服务失败归因与补救策略及其效果	18.75	2.78	3.53
服务失败归因	12.50	0.93	1.47
服务失败补救策略及其效果	6.25	1.85	2.06
综述型文献	6.25	10.80	10.59

研究方法 Research method	数据获取方法 Data collection method	文献数量（篇） Quantity	占比（%） Percentage
质性研究	访谈	39	11.47
	网络文本数据	13	3.82
	案例	2	0.59
	德尔菲	1	0.29
定量研究	问卷调查	143	42.06
	实验	83	24.41
	二手数据	3	0.88
	模型	2	0.59
混合研究	访谈+问卷	14	4.12
	访谈+实验	2	0.59
	观察+实验	2	0.59
文献综述	已发表的文献	36	10.59

研究方法 Research method	数据获取方法 Data collection method	文献数量（篇） Quantity	占比（%） Percentage
质性研究	访谈	39	11.47
	网络文本数据	13	3.82
	案例	2	0.59
	德尔菲	1	0.29
定量研究	问卷调查	143	42.06
	实验	83	24.41
	二手数据	3	0.88
	模型	2	0.59
混合研究	访谈+问卷	14	4.12
	访谈+实验	2	0.59
	观察+实验	2	0.59
文献综述	已发表的文献	36	10.59