{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,1,10]],"date-time":"2026-01-10T22:22:34Z","timestamp":1768083754346,"version":"3.49.0"},"publisher-location":"Vienna","reference-count":49,"publisher":"Springer Vienna","isbn-type":[{"value":"9783211994061","type":"print"},{"value":"9783211994078","type":"electronic"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2010]]},"DOI":"10.1007\/978-3-211-99407-8_3","type":"book-chapter","created":{"date-parts":[[2010,3,23]],"date-time":"2010-03-23T15:21:14Z","timestamp":1269357674000},"page":"25-37","source":"Crossref","is-referenced-by-count":7,"title":["Importance-Performance Analysis of In-Room Technology Amenities in Hotels"],"prefix":"10.1007","author":[{"given":"Ekaterina","family":"Berezina","sequence":"first","affiliation":[]},{"given":"Cihan","family":"Cobanoglu","sequence":"additional","affiliation":[]}],"member":"297","reference":[{"key":"3_CR1","doi-asserted-by":"crossref","first-page":"12","DOI":"10.1177\/001088049203300403","volume":"33","author":"M. Ananth","year":"1992","unstructured":"Ananth, M., DeMicco, F.J., Moreo, P.J., & Howey, R.M. (1992). Marketplace lodging needs of mature travelers. Cornell Hotel & Restaurant Administration Quarterly, 33, 12\u201324.","journal-title":"Cornell Hotel & Restaurant Administration Quarterly"},{"key":"3_CR2","first-page":"40","volume":"213","author":"M. A. Baumann","year":"1998","unstructured":"Baumann, M. A. (1998). Surveys allow properties opportunity to improve guest retention. Hotel & Motel Management, 213, 40\u201341.","journal-title":"Hotel & Motel Management"},{"issue":"3","key":"3_CR3","doi-asserted-by":"publisher","first-page":"299","DOI":"10.1177\/0010880407304023","volume":"48","author":"S. Beldona","year":"2007","unstructured":"Beldona, S., & Cobanoglu, C. (2007). Importance-performance analysis of guest technologies in the lodging industry. Cornell Hotel and Restaurant Administration Quarterly, 48(3), 299\u2013312.","journal-title":"Cornell Hotel and Restaurant Administration Quarterly"},{"key":"3_CR4","doi-asserted-by":"publisher","first-page":"1354","DOI":"10.1016\/j.tourman.2005.09.008","volume":"27","author":"D. Breiter","year":"2006","unstructured":"Breiter, D., & Milman, A. (2006). Attendees\u2019 needs and service priorities in a large convention center: application of the importance-performance theory. Tourism Management, 27, 1354\u20131370.","journal-title":"Tourism Management"},{"key":"3_CR5","unstructured":"Brewer, P., Kim, J., Schrier, T., & Farrish, J. (2008). Current and future technology use in the hospitality industry. American Hotel and Lodging Association. Retrieved from http:\/\/www.ahla.com\/membersonly\/content.aspx?id=5964"},{"key":"3_CR6","doi-asserted-by":"publisher","first-page":"980","DOI":"10.1016\/j.tourman.2007.12.002","volume":"29","author":"H.-L. Chang","year":"2008","unstructured":"Chang, H.-L., & Yang, C.-H. (2008). Do airline self-service kiosks meet the needs of passengers? Tourism Management, 29, 980\u2013993.","journal-title":"Tourism Management"},{"issue":"2","key":"3_CR7","doi-asserted-by":"publisher","first-page":"395","DOI":"10.1016\/j.ijhm.2006.03.004","volume":"26","author":"P. Chathoth","year":"2007","unstructured":"Chathoth, P. (2007). The impact of information technology on hotel operations, service management and transaction costs: A conceptual framework for full-service hotel firms. International Journal of Hospitality Management, 26(2), 395\u2013408.","journal-title":"International Journal of Hospitality Management"},{"key":"3_CR8","volume-title":"The innovator\u2019s dilemma","author":"C. M. Christensen","year":"1997","unstructured":"Christensen, C. M. (1997). The innovator\u2019s dilemma. Boston: Harvard Business School Press."},{"key":"3_CR9","doi-asserted-by":"publisher","first-page":"363","DOI":"10.1016\/S0261-5177(99)00070-9","volume":"214","author":"R. K. S. Chu","year":"2000","unstructured":"Chu, R. K. S., & Choi, T. (2000). An importance-performance analysis of hotel selection factors in the Hong Kong hotel industry: a comparison of business and leisure travelers. Tourism Management, 21(4), 363\u2013377","journal-title":"Tourism Management"},{"key":"3_CR10","unstructured":"Cobanoglu, C. (2001). Unpublished Thesis. Analysis of business travelers\u2019 hotel selection and satisfaction. Oklahoma State University."},{"key":"3_CR11","unstructured":"Cobanoglu, C. (2009). Guests\u2019 Top 7 Technologies. Hospitality Technology, 13(2), Retrieved March 3, 2009 from: http:\/\/www.htmagazine.com\/ME2\/dirmod.asp?sid=783D4AA2541D483C98659D20A3 539C6E&nm=Additional&type=MultiPublishing&mod=PublishingTitles&mid=3E1967 4330734FF1BBDA3D67B50C82F1&tier=4&id=69B3BB8904A443DC9FB713C5E947 21AF"},{"key":"3_CR12","unstructured":"Cobanoglu, C., Ryan, B. & Beck, J. (1999). The impact of technology in lodging properties. International Council on Hotel, Restaurant, and Institutional Education Annual Convention Proceedings."},{"key":"3_CR13","volume-title":"Hospitality information technology: Learning how to use it","author":"G.R. Collins","year":"2008","unstructured":"Collins, G.R., & Cobanoglu, C. (2008). Hospitality information technology: Learning how to use it (6th ed.). Dubuque, IA: Kendall\/Hunt Publishing Company.","edition":"6th ed."},{"issue":"2","key":"3_CR14","first-page":"64","volume":"25","author":"J. O. Farnum","year":"2007","unstructured":"Farnum, J. O., & Hall, T.E. (2007). Exploring the utility of importance performance analysis using confidence interval and market segmentation strategies. Journal of Park and Recreation Administration, 25(2), 64\u201383.","journal-title":"Journal of Park and Recreation Administration"},{"key":"3_CR15","volume-title":"Beliefs, attitudes, intentions, and behavior: An introduction to theory and research","author":"M. Fishbein","year":"1975","unstructured":"Fishbein, M., & Ajzen, I. (1975). Beliefs, attitudes, intentions, and behavior: An introduction to theory and research. Reading, MA: Addison-Wesley."},{"issue":"2","key":"3_CR16","doi-asserted-by":"publisher","first-page":"281","DOI":"10.1016\/j.ijhm.2004.06.010","volume":"24","author":"S. Ham","year":"2005","unstructured":"Ham, S., Kim, W. G., & Jeong, S. (2005). Effect of information technology on performance in upscale hotels. International Journal of Hospitality Management, 24(2), 281\u2013294.","journal-title":"International Journal of Hospitality Management"},{"issue":"1","key":"3_CR17","first-page":"53","volume":"22","author":"W. W. Hendricks","year":"2004","unstructured":"Hendricks, W. W., Schneider, I.E., & Budruk, M. (2004). Extending importance-performance analysis with benefit-based segmentation. Journal of Park and Recreation Administration, 22(1), 53\u201374.","journal-title":"Journal of Park and Recreation Administration"},{"key":"3_CR18","unstructured":"Higley, J. (2007). Keep technology working, make guests happy Questex Media Group."},{"key":"3_CR19","unstructured":"Hotels launch in-room fitness options. Chains to provide workout equipment for busy travelers. (2005). Retrieved from http:\/\/www.msnbc.msn.com\/id\/6975263\/"},{"issue":"4","key":"3_CR20","doi-asserted-by":"publisher","first-page":"115","DOI":"10.1300\/J073v01n04_08","volume":"1","author":"R. A. Howell","year":"1993","unstructured":"Howell, R. A., Moreo, P. J., & DeMicco, F. J. (1993). A qualitative analysis of hotel services desired by female business travelers. Journal of Travel and Tourism Marketing, 1(4), 115\u2013133.","journal-title":"Journal of Travel and Tourism Marketing"},{"issue":"2","key":"3_CR21","doi-asserted-by":"publisher","first-page":"305","DOI":"10.1177\/0047287503258839","volume":"42","author":"S. Hudson","year":"2004","unstructured":"Hudson, S., Hudson, P., & Miller, G. A. (2004). The measurement of service quality in the tour operator sector: A methodological comparison. Journal of Travel Research, 42(2), 305\u2013312.","journal-title":"Journal of Travel Research"},{"issue":"1\/2","key":"3_CR22","doi-asserted-by":"publisher","first-page":"23","DOI":"10.1300\/J162v04n01_02","volume":"4","author":"P.L. Janes","year":"2003","unstructured":"Janes, P.L., & Wisnom, M.S. (2003). The use of importance performance analysis in the hospitality industry: a comparison of practices. Journal of Quality Assurance in Hospitality & Tourism, 4 (1\/2), 23\u201345.","journal-title":"Journal of Quality Assurance in Hospitality & Tourism"},{"issue":"6","key":"3_CR23","doi-asserted-by":"publisher","first-page":"346","DOI":"10.1108\/09596110010342559","volume":"12","author":"J. Kandampully","year":"2000","unstructured":"Kandampully, J., & Suhartanto, D. (2000). Customer loyalty in the hotel industry: The role of customer satisfaction and image. International Journal of Contemporary Hospitality Management, 12(6), 346\u2013351.","journal-title":"International Journal of Contemporary Hospitality Management"},{"key":"3_CR24","volume-title":"Managing technology in the hospitality industry","author":"M. L. Kasavana","year":"2007","unstructured":"Kasavana, M. L., & Cahill J.J. (2007). Managing technology in the hospitality industry (5th ed.). Lansing, MI: Educational Institute of the American Hotel and Lodging Association.","edition":"5th ed."},{"key":"3_CR25","volume-title":"Marketing for hospitality and tourism","author":"P. Kotler","year":"2003","unstructured":"Kotler, P, Bowen, J., & Makens, J. (2003). Marketing for hospitality and tourism (3rd ed.). Upper Saddle River, NJ: Pearson Education, Inc.","edition":"3rd ed."},{"key":"3_CR26","volume-title":"Hospitality and tourism marketing","author":"W. Lazer","year":"2006","unstructured":"Lazer, W., Dallas, M., & Riegel C. (2006). Hospitality and tourism marketing. Lansing, MI: Educational Institute of the American Hotel and Lodging Association."},{"key":"3_CR27","doi-asserted-by":"crossref","unstructured":"Lee, S.-C., Barker, S., & Kandampully, F. (2003). Technology, service quality, and customer loyalty in hotels: Australian managerial perspectives.","DOI":"10.1108\/09604520310495886"},{"issue":"3","key":"3_CR28","doi-asserted-by":"publisher","first-page":"39","DOI":"10.1080\/15280080802080193","volume":"8","author":"C.C. Leong","year":"2008","unstructured":"Leong, C.C. (2008). An importance-performance analysis to evaluate airline service quality: the case study of a budget airline in Asia. Journal of Quality Assurance in Hospitality & Tourism, 8(3), 39","journal-title":"Journal of Quality Assurance in Hospitality & Tourism"},{"issue":"4","key":"3_CR29","doi-asserted-by":"publisher","first-page":"529","DOI":"10.1016\/j.tourman.2004.03.009","volume":"26","author":"T. Lockyer","year":"2005","unstructured":"Lockyer, T. (2005). The perceived importance of price as one hotel selection dimension. Tourism Management, 26(4), 529\u2013537.","journal-title":"Tourism Management"},{"issue":"1","key":"3_CR30","doi-asserted-by":"publisher","first-page":"77","DOI":"10.2307\/1250495","volume":"41","author":"J. A. Martilla","year":"1977","unstructured":"Martilla, J. A., & James, J. C. (1977). Importance-performance analysis. Journal of Marketing, 41, (1), 77\u201379","journal-title":"Journal of Marketing"},{"issue":"1","key":"3_CR31","doi-asserted-by":"publisher","first-page":"41","DOI":"10.1177\/1356766707084218","volume":"4","author":"F. Meng","year":"2008","unstructured":"Meng, F., Tepanon, Y., & Uysal, M. (2008). Measuring tourist satisfaction by attribute and motivation: the case of a nature-based resort. Journal of Vacation Marketing, 4(1), 41\u201356.","journal-title":"Journal of Vacation Marketing"},{"issue":"16","key":"3_CR32","first-page":"78","volume":"64","author":"R. Munyan","year":"2008","unstructured":"Munyan, R. (2008). Technology in the next generation of hotels. Lodging Hospitality, 64(16), 78\u201388.","journal-title":"Lodging Hospitality"},{"issue":"3","key":"3_CR33","first-page":"35","volume":"20","author":"H. Oh","year":"1997","unstructured":"Oh, H., & Parks, S. C. (1997). Customer satisfaction and service quality: a critical review of the literature and research implications for the hospitality industry. Hospitality Research Journal, 20(3), 35\u201364.","journal-title":"Hospitality Research Journal"},{"key":"3_CR34","volume-title":"The Hospitality Industry and Digital Economy","author":"M. D. Olsen","year":"2000","unstructured":"Olsen, M. D., Connolly, D. J., & Allegro, S. M. (February 2000). The Hospitality Industry and Digital Economy. International Hotel and Restaurant Association, Lausanne."},{"key":"3_CR35","volume-title":"Strategic Management: in the Hospitality Industry","author":"M. D. Olsen","year":"2008","unstructured":"Olsen, M. D., & West J. J. (2008). Strategic Management: in the Hospitality Industry. Upper Saddle River, NJ: Pearson Education, Inc."},{"key":"3_CR36","volume-title":"Service quality management in hospitality, tourism, and leisure, measuring service quality and customer satisfaction","author":"M. O\u2019Neill","year":"2001","unstructured":"O\u2019Neill, M. (2001). Service quality management in hospitality, tourism, and leisure, measuring service quality and customer satisfaction. New York, NY: The Haworth Hospitality Press."},{"issue":"1","key":"3_CR37","first-page":"12","volume":"64","author":"A. Parasuraman","year":"1988","unstructured":"Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12\u201340.","journal-title":"Journal of Retailing"},{"key":"3_CR38","unstructured":"Piccoli, G., & Torchio, P. (2006). The strategic value of information: A manager\u2019s guide to profiting from information. Cornel Hospitality Report, 7(6)."},{"issue":"2","key":"3_CR39","doi-asserted-by":"publisher","first-page":"119","DOI":"10.1080\/10941660701243349","volume":"12","author":"W. Prayukvong","year":"2007","unstructured":"Prayukvong, W., Sophon, J., Hongpukdee, S., & Charupas, T. (2007). Customers\u2019 satisfaction with hotel guestrooms: A case study in ubon rachathani province, thailand. Asia Pacific Journal of Tourism Research, 12(2), 119\u2013126.","journal-title":"Asia Pacific Journal of Tourism Research"},{"issue":"4","key":"3_CR40","doi-asserted-by":"publisher","first-page":"39","DOI":"10.1177\/004728759503300406","volume":"33","author":"R. G. Rylander","year":"1995","unstructured":"Rylander, R. G., Propst, D. B., and McMurtry, T. R. (1995). Nonresponse and recall biases in a survey of traveler spending. Journal of Travel Research, 33 (4), 39\u201345.","journal-title":"Journal of Travel Research"},{"issue":"4","key":"3_CR41","first-page":"119","volume":"3\/4","author":"T. Shanka","year":"2003","unstructured":"Shanka, T., & Taylor, R. (2003). An investigation into the perceived importance of service and facility attributes of hotel satisfaction. Journal of Quality Assurance in Hospitality and Tourism, 3\/4(4), 119\u2013134.","journal-title":"Journal of Quality Assurance in Hospitality and Tourism"},{"key":"3_CR42","doi-asserted-by":"publisher","first-page":"192","DOI":"10.1177\/004728750003900209","volume":"39","author":"J. Siguaw","year":"2000","unstructured":"Siguaw, J., Enz, C., & Namasivayam, K. (2000). The adoption of information technology in U.S. hotels: Strategically driven objectives. Journal of Travel Research, 39, 192.","journal-title":"Journal of Travel Research"},{"issue":"1","key":"3_CR43","doi-asserted-by":"publisher","first-page":"24","DOI":"10.1057\/palgrave.thr.6040042","volume":"6","author":"A.J. Singh","year":"2005","unstructured":"Singh, A.J., & Kasavana, M. L. (2005). The Impact of Information Technology on Future Management of Lodging Operations, Journal of Tourism and Hospitality Research, 6(1), 24\u201337","journal-title":"Journal of Tourism and Hospitality Research"},{"key":"3_CR44","unstructured":"Skogland, I., & Siguaw, J.A. (2004). Understanding switchers and stayers in the lodging industry. Cornell Hospitality Report, 1(4)."},{"issue":"16","key":"3_CR45","first-page":"89","volume":"64","author":"M. Squires","year":"2008","unstructured":"Squires, M. (2008). Technology changes lodging workforce. Lodging Hospitality, 64(16), 89\u201394.","journal-title":"Lodging Hospitality"},{"key":"3_CR46","doi-asserted-by":"publisher","first-page":"445","DOI":"10.1080\/19368620902799650","volume":"18","author":"E. Suh","year":"2009","unstructured":"Suh, E., & Erdem, M. (2009). Gap analysis as a diagnostic tool for improving the slot gaming experience. Journal of Hospitality Marketing & Management, 18, 445\u2013455.","journal-title":"Journal of Hospitality Marketing & Management"},{"key":"3_CR47","unstructured":"Torres, E. N. & Kline, S. F. (2006) An empirical study of customer delight in the hotel industry: preliminary findings. Proceedings of the Eleventh Annual Graduate Education and Graduate Student Research Conference in Hospitality and Tourism, Seattle, WA."},{"key":"3_CR48","unstructured":"Verma, R. Plashka, G, Dev, C., & Verma A. (2002). What today\u2019s travelers want when they select a hotel. HSMAI Marketing Review, Fall 2002, 20\u201323."},{"key":"3_CR49","unstructured":"Verma, R., Victorino, L., Karniouchina, K., & Feickert, J. (2007). Segmenting hotel customers based on technology readiness index. Cornell Hospitality Report. 7(13)."}],"container-title":["Information and Communication Technologies in Tourism 2010"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/978-3-211-99407-8_3.pdf","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2020,12,10]],"date-time":"2020-12-10T16:30:24Z","timestamp":1607617824000},"score":1,"resource":{"primary":{"URL":"http:\/\/link.springer.com\/10.1007\/978-3-211-99407-8_3"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2010]]},"ISBN":["9783211994061","9783211994078"],"references-count":49,"URL":"https:\/\/doi.org\/10.1007\/978-3-211-99407-8_3","relation":{},"subject":[],"published":{"date-parts":[[2010]]}}}