【Title】Going keyless for a seamless experience: Insights from a unified hotel access control system
 
【Speaker】Dr.Teh Pei Lee
 
【Host】Dr. Kaibo Wang
 
【Time】10:30-11:30AM, July 9th (Monday),  2018
 
【Venue】RM510, Shunde Building
 
【Abstract】Service providers are increasingly searching for new and innovative ways of providing customers with a seamless experience in the service environment. This seminar talks about a study that used an engineering approach to service systems development and a model of technology acceptance as a conceptual lens through which to examine hotel guests’ acceptance of a unified hotel access control system (UHACS) for seamless hotel check-in and room access. This system is the first of its kind, and this study is the first evaluation of it using two samples consisting of 100 hands-on and 120 online survey hotel guest participants. Before completing the questionnaire, hands-on survey participants were briefed and allowed to practice using the UHACS, whereas online survey participants received a flowchart that explained the concept and process of the UHACS. The data from both samples were analyzed quantitatively through partial least squares structural equation modeling and test of difference. The results showed that the ease of using and usefulness of the UHACS significantly facilitated seamless experiences in hotel check-in and room access, which in turn, significantly and positively shaped attitudes toward the UHACS, and together with its improved security features, encouraged greater intention to use the UHACS. No significant differences in evaluations were found when gender, age, and familiarity with and risk disposition to technology were considered across the two samples. The paper concludes with a discussion of the implications of the findings for theory and practice, the limitations of the study, and directions for future research.
 
【Short Bio】Dr.Teh Pei Lee is an Associate Professor at the School of Business, Monash University Malaysia. Prior to joining Monash University, she was a Senior Lecturer in Multimedia University. She holds the degrees of Bachelor of Information Technology, Master of Management, and a Ph.D. in Management. Her teaching and research interests cover Management Information Systems, Technology Management, Total Quality Management, Knowledge Management, Entrepreneurship, Gerontechnology, Innovation and Learning. She is currently the Associate Editor of the Decision Sciences Journal of Innovative Education (DSJIE) and International Journal of Electronic Business (IJEB). She also serves in editorial board of several international journals and conferences such as Journal of Computer Information Systems, Industrial Management & Data Systems, International Journal of Engineering Business Management and International Conference on Cross-Cultural Design (affiliated conference of Human Computer Interaction International Conference). She is the founder and Chair of IEEE Malaysia Chapter Technology and Engineering Management Society (TEMS). She also founded the Gerontechnology Lab in Monash University Malaysia, the first of its kind in Malaysia. She has authored or co-authored papers published in several international journals such as International Journal of Hospitality Manage-ment, Asia Pacific Journal of Management, International Journal of Operations & Production Management, International Journal of Production Research, Expert Systems with Applications, Journal of Computer Information Systems, Industrial Management & Data Systems, Journal of Global Information Management, Total Quality Management & Business Excellence and etc.