隨著科技的進步發展和消費者對個性化服務的需求不斷增加，旅宿業面臨著新的挑戰和機遇。如今，因少子化等問題使得旅宿業求才不易，逐漸形成人力斷層的現象，智慧服務的興起與導入，對於旅宿業可以有效緩解此現象。而本研究將針對此議題進行相關探討。
本研究採用搜集相關文獻回顧，了解智慧服務發展意涵與導入旅宿業之成效。本研究透過深度訪談蒐集初級資料，並運用扎根理論進行理論抽樣，最後依照研究架構進行訪談逐字稿之內容歸納分析來得到研究結果。
本研究發現符合智慧服務屬性的智慧服務內容導入程度與各層級旅宿業者並無顯著影響，雖受訪者認為智慧服務屬性應包含輔助性、安全隱私性、無接觸環境、功能性與便利性，但不會因其產業規模越大而導入更多智慧服務，會因場域限制或建置成本等有所考量。但是對於導入智慧服務內容對於旅宿業的商業模式創新是有顯著影響的，其包含了流程創新、組織與顧客結構創新，以及服務創新。而在各層級旅宿業導入的智慧服務程度對於商業模式創新是無顯著影響，各層級旅宿業者一致認為旅宿業是以「人」為本來提供服務，感情溫度的元素仍有一定重要程度，旅宿業並不會因導入智慧服務而改變其營運模式。
旅宿業對於智慧服務導入有一定程度的幫助，但仍需要人員存在，而人與機器的搭配將會是他們新的服務模式。建議未來可以針對單一產業規模之業者進行更深入的探討，或是從消費者的角度來探討相關議題。

Today, due to issues such as declining birth rates, the recruitment of talents has become difficult, leading to a gradual manpower shortage. The rise and implementation of smart services can effectively alleviate this phenomenon in the hospitality industry.
This study adopts a literature review to collect relevant documents. Primary data is collected through in-depth interviews, utilizing grounded theory for theoretical sampling. The content of the interview transcripts is analyzed and summarized according to the research framework to obtain research findings.
The study found that the degree of implementation of smart service content based on smart service attributes doesn’t have a positive correlation with the level of accommodation. The larger-scale accommodation providers don’t necessarily introduce more smart services due to considerations such as space limitations and implementation costs. However, the introduction of smart service content has a positive impact on the business model innovation of the accommodation industry. It includes process innovation, organizational and customer structure innovation, and service innovation. The degree of smart service implementation in various levels of accommodation doesn’t have a positive correlation with business model innovation. The implementation of smart services does not change their operating model.
The combination of humans and machines will be their new service model. It is recommended to conduct further in-depth investigations on operators of individual industry scales or explore related issues from the perspective of consumers.

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