摘 要
新冠疫情对全球酒店业造成了前所未有的冲击，同时也加速了行业数字化转型的步伐，这一现象为研究酒店业在危机中的适应性与创新机制提供了重要契机本研究以疫情期间酒店业的数字化转型为核心，旨在探讨疫情如何推动数字化进程，并提出相应的应对策略研究采用混合研究方法，通过问卷调查、深度访谈及案例分析相结合的方式，收集了来自国内外150余家酒店的数据结果表明，疫情显著提升了酒店业对数字化技术的依赖程度，包括在线预订系统、无接触服务、数据分析平台等的应用与此同时，数字化转型也暴露出部分酒店在技术整合、员工培训和客户隐私保护方面的不足基于此，本文提出了构建多层次数字化体系、加强跨部门协作以及优化用户体验等关键策略研究的创新点在于首次系统性地剖析了疫情对酒店业数字化转型的加速效应，并从理论与实践层面为行业提供了可操作性的建议该研究不仅丰富了危机管理与数字化转型领域的学术理论，也为酒店业在后疫情时代的可持续发展提供了重要参考
关键词：新冠疫情；酒店业数字化转型；无接触服务；技术整合；用户体验优化
Abstract
The COVID-19 pandemic has inflicted unprecedented impacts on the global hotel industry while accelerating the pace of its digital transformation, offering a significant opportunity to investigate the adaptability and innovation mechanisms of the hotel industry during crises. This study focuses on the digital transformation of the hotel industry during the pandemic, aiming to explore how the pandemic has driven the digitalization process and propose corresponding response strategies. A mixed-methods approach was employed, combining questionnaire surveys, in-depth interviews, and case analyses, to collect data from over 150 hotels both domestically and internationally. The findings indicate that the pandemic has substantially increased the reliance of the hotel industry on digital technologies, including online reservation systems, contactless services, and data analytics platforms. At the same time, the digital transformation has revealed deficiencies in some hotels regarding technology integration, employee training, and customer privacy protection. Based on these insights, this paper proposes key strategies such as constructing a multi-level digital system, enhancing inter-departmental collaboration, and optimizing user experience. The innovation of this study lies in its systematic analysis of the accelerating effect of the pandemic on the digital transformation of the hotel industry, providing actionable recommendations at both theoretical and practical levels. This research not only enriches the academic theories in crisis management and digital transformation but also offers crucial references for the sustainable development of the hotel industry in the post-pandemic era.
Keywords: Covid-19; Hotel Industry Digital Transformation; Contactless Service; Technology Integration; User Experience Optimization
目 录
一、绪论 1
（一）研究背景与意义 1
（二）国内外研究现状分析 1
（三）研究方法与技术路线 1
二、疫情对酒店业数字化转型的加速效应 2
（一）疫情冲击下的酒店业困境 2
（二）数字化转型在疫情中的必要性 2
（三）加速效应的具体表现形式 3
三、酒店业数字化转型的关键领域与实践路径 3
（一）在线预订平台的优化升级 3
（二）无接触服务的技术应用 4
（三）数据驱动的客户关系管理 5
四、酒店业数字化转型的应对策略与未来展望 5
（一）提升数字化能力的核心措施 5
（二）政策支持与行业协作的重要性 6
（三）可持续发展的战略思考 6
结论 7
参考文献 9
致 谢 10
