J.D. Power Hoteliers must focus on services interaction
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While technology investment still is a driver for guest satisfaction, these scores are gradually lowering. The largest boost from technology comes from mobile app adoption at 58 points, though it is down from a 65-point increase in 2017. Because of this, Corwin said it’s up to hotels to turn to service areas to create improvements, singling out direct bookings. According to Corwin, improvements in service should translate into stronger direct bookings, but J.D. Power's survey did not reflect these results.