research questions

Research Question 1 The majority of the findings (75%) of respondents thought that information management and technology-enhanced product awareness among customers. The rest of the respondents (25%), think that IMT does not enhance consumer product awareness. These findings confirm that indeed, information management and technology contributed immensely to product awareness by customers. The question was posed both to employees and customers, whereby 80% of customers recorded using various communication technologies to research on a hospitality product. Of the involved employees, 77% recorded using information management and technology to reach customers, design content on their website as well as get feedback from clients on various products. Social media platforms were the most used sources of selling and data collection on hospitality products, followed by mainstream media and then agents at 63%, 21%, and 16%, respectively. Research Question 2 The question requested respondents to indicate whether Information management technology enhanced the quality of services in the hospitality industry. From the findings, a majority of respondents 83% indicated that IMT improved the quality of service, 11% recorded not sure, while 6% thought there was no change. Aspects of information management and technology that improved quality of service included prompt customer care service, transparency on service costs, online reservation and bookings, websites, customized services, online payment methods, as well as smart and automated room appliances. The quality of service was assessed from the time the customer wishes to buy the service, information search, booking, staying, and leaving the hospitality product. In the entire process, IMT was found to play a critical role in ensuring that the customer was satisfied. Research Question 3 Customer satisfaction is tied to employee performance, whereby there is a positive relationship between the two. IMT has to be understood and embraced by employees if customers were to enjoy the technology, for example, when creating content for websites, use of smart and automatic room appliances, data analysis and interpretation, as well as the use of social media. The majority of respondents, 79% recorded that IMT helped enhance employee performance, while 21% were of the contrary opinion. Of the employee participants, 89% said that IMT had made their job more comfortable and practical, while 11% thought otherwise. Of the participants involved, 93% of customers recorded that employees with a mastery of IMT served them better as opposed to those who didn't 7% did not think so.

研究问题1：多数受访者（75%）认为，信息管理与技术能够提升客户的产品认知水平；剩余25%的受访者则认为，信息管理与技术（Information Management and Technology, IMT）无法提升消费者的产品认知。上述研究结果证实，信息管理与技术确实对客户的产品认知提升起到了显著推动作用。本次调研同时面向员工与客户群体开展：80%的客户表示会借助各类通信技术调研酒店服务产品（Hospitality Product）。在受访员工中，77%的受访者表示会通过信息管理与技术触达客户、在官方网站设计内容板块，并收集客户针对各类产品的反馈。社交媒体平台是酒店服务产品营销与数据收集的最常用渠道，其次为主流媒体，代理商渠道占比最低，三者占比分别为63%、21%与16%。

研究问题2：本次调研旨在了解受访者是否认为信息管理与技术能够提升酒店服务业（Hospitality Industry）的服务质量。调研结果显示，83%的多数受访者认为IMT可优化服务质量，11%的受访者表示不确定，另有6%的受访者认为其未对服务质量产生改变。能够提升服务质量的信息管理与技术应用场景包括：快捷的客户服务、服务费用透明化、在线预约预订功能、官方网站、定制化服务、在线支付方式，以及智能化自动化客房设备。服务质量的评估维度覆盖客户从产生服务购买意愿、信息检索、预订、入住至离开酒店服务产品的全流程。研究发现，在整个服务链路中，信息管理与技术在保障客户满意度方面发挥了关键作用。

研究问题3：客户满意度与员工绩效呈正相关关系，若要让客户切实享受到技术带来的便利，员工需理解并熟练运用信息管理与技术——例如官网内容创作、智能化自动化客房设备操作、数据分析解读，以及社交媒体平台应用等场景。79%的受访者认为IMT有助于提升员工绩效，剩余21%的受访者持相反观点。在受访员工群体中，89%的受访者表示IMT使自身工作更便捷高效，11%的受访者则不认同这一观点。在全体受访对象中，93%的客户表示，熟练掌握IMT的员工能够为其提供更优质的服务，仅7%的受访者持反对意见。