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Calm ICT design in hotels: A critical review of applications and implications.

Stankov, U., Filimonau, V. and Slivar, I., 2019. Calm ICT design in hotels: A critical review of applications and implications. International journal of hospitality management, 82 (September), 298-307.

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DOI: 10.1016/j.ijhm.2018.10.012


There has recently been a call for revisiting the effect of ICT on guest experience in hotels. This is because ICT solutions can act not only as enhancers of hotel guest experience, but also as its inhibitors. In response to this call, the notion of calm ICT design has recently been introduced. Calm ICT design describes the ICT solutions that are used only when and if required, thus not calling user’s attention at all times. Although this concept is highly relevant to the hospitality industry, it has never been systematically considered within. This paper conceptualizes calm ICT design for application in the hospitality context. To this end, it analyzes the ICT solutions that are currently employed by hospitality businesses from the calm ICT design perspective; discusses how the opportunities offered by calm ICT design can be better capitalized upon by hospitality managers; and outlines directions for future research.

Item Type:Article
Uncontrolled Keywords:technology; hotel; guest experience; calm ICT design
Group:Bournemouth University Business School
Faculty of Media & Communication
ID Code:31396
Deposited By: Symplectic RT2
Deposited On:29 Oct 2018 12:09
Last Modified:14 Mar 2022 14:13


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