ABSTRACT
The chapter highlights the importance of customer-oriented industry standards and the impact digitalization is bringing to the industry. The service standards are considered one of the decisive factors for any service-related environment and are equally crucial for the guests who are staying or using the services. Total Quality Management and continuous improvement are the much-sought terms in the epitome of service and benchmarking of the standards. The industry has always been striving for a convenient and technology-based solution to improve efficiency and accuracy by raising the service quality and its benchmarks. Digitalization is a higher standard choice for service providers is juxtaposed to the actual customer experience and analyzing the accurate priority level for technology or customer service in the hospitality industry. The chapter also compares the technology-based solutions that are usually considered enhancing the service experience to customer service and overall customer satisfaction.
