Information intensive industries, such as the hospitality industry, are attempting to turn back the customer service clock by creating more personalized experiences for their guests. Customer Relationship Management (CRM) systems have enabled organizations to record and gain insight into the relationship it has with each one of its clients. The act of face and name recognition continues to remain an essential ingredient in creating positive customer service experiences. A biometric recognition system could assist hotel employees by providing an on-demand history of customers’ behaviors and preferences. A prototype was developed to simulate a hotel facial recognition system with a fingerprint identification application. The experiment also included a survey instrument to measure the likelihood of customer acceptance of biometric technology. This study concluded that user intention to adopt depended on the attractiveness of the innovation and new product attributes.



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