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Employee Readiness and Challenges in Adopting Smart Technology in Hospitality and Tourism Industry: Evidence From India
Abstract
Today's smart technologies are rapidly transforming operations and client interactions in India's hospitality and tourism industries, but successful integration relies on the preparedness and adaptability of employees towards the smart technologies adopted. This chapter presents a study based on a survey that investigates the perception, challenges, and training needs of hospitality and tourism employees in India on smart-using technologies like AI services, IoT-enabled automation, and contactless operations. Insights are drawn from the people working in hotels, tour operators, and related professionals on the familiarity of new technologies, effectiveness of training programs, and resistance to digital transformation. Some of the chief limitations are low digital literacy, threat to the job, and limited managerial support. Strategic recommendations for training, upskilling, and leadership will help improve the way the workforce adopts changing digital landscapes, resulting in improved operations and enhancing guest satisfaction.
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