New technologies used in COVID-19 for business survival: Insights from the Hotel Sector in China

The tourism industry is in a fight for survival during the coronavirus pandemic. This essay was written based upon several interviews conducted with directors and general managers of nine well-known hotels in China with the aim to investigate what new technologies are used to mitigate the impact of the pandemic. DeLone and McLean’s Information System Success Model was applied to examine the adopted digital technologies. Live-stream promotion and live-stream conference are introduced to primarily improve information quality, while 5G technology and Wi-Fi 6 are installed to enhance the system quality. Facial recognition, AI, and Robots are integrated to the daily operations to enhance service quality. Challenges and future directions are discussed.