Advances in e-business research series,
Journal Year:
2024,
Volume and Issue:
unknown, P. 249 - 278
Published: Nov. 22, 2024
The
chapter
examines
the
implementation
of
Robotics,
Artificial
Intelligence,
and
Service
Automation
(RAISA)
in
hotel
industry,
focusing
on
their
role
improving
operational
efficiency
customer
experience.
It
highlights
advantages
RAISA,
such
as
reduced
costs,
enhanced
accuracy,
service
consistency,
while
addressing
challenges
like
limited
emotional
engagement
technical
shortcomings
human-robot
interaction.
COVID-19
pandemic
accelerated
RAISA
adoption,
prompting
hotels
to
incorporate
contactless
technologies
meet
evolving
expectations.
However,
concerns
over
a
lack
empathy
adaptability
remain,
robots
struggle
replicate
human
social
skills.
offers
solutions
for
optimizing
use,
including
differentiating
between
tasks
staff
promoting
collaboration.
concludes
with
recommendations
future
research
collaboration,
privacy,
ethics,
RAISA's
achieving
sustainable
development
goals
sector.
International Journal of Contemporary Hospitality Management,
Journal Year:
2024,
Volume and Issue:
36(13), P. 57 - 76
Published: April 30, 2024
Purpose
This
paper
aims
to
provide
a
critical
reflection
on
the
management
of
experiences
in
hospitality
and
tourism
(H&T).
The
investigates
evolution
experience
research,
while
discussing
emerging
challenges
opportunities
for
management.
Design/methodology/approach
study
adopts
reflective
approach
providing
future
directions
research.
Three
major
fields
are
identified
discuss
advances,
research:
conceptualization
dimensions
experiences;
relational
network
management;
theoretical
methodological
approaches.
Findings
proposes
mindset
shift
guide
but
also
redirect
research
thinking
managerial
practices
about
role
economy
society.
proposed
humanized
perspective
is
deemed
important
given
contemporary
socio-economic,
environmental
technological
environment.
Research
limitations/implications
identifies
set
implications
help
scholars
professionals
alike
implement
Implications
relate
conceptualization,
approaches
Originality/value
critically
assesses
around
customer
(CEM)
H&T
contexts.
look
at
not
only
informs
advancing
knowledge
practice
nature
CEM
society
economy.
Asia Pacific Journal of Marketing and Logistics,
Journal Year:
2024,
Volume and Issue:
36(11), P. 3099 - 3117
Published: May 22, 2024
Purpose
This
study
aims
to
explore
how
perceived
anthropomorphism,
warmth,
and
customer–artificial
intelligence
(AI)
assisted
exchange
(CAIX)
of
service
robots
affect
customers’
satisfaction
via
digital
marketing
innovation.
Design/methodology/approach
A
customer
model
was
formulated
based
on
the
perspective
parasocial
relationships
hybrid
intelligence;
236
completed
questionnaires
were
returned
by
partial
least
squares
structural
equation
modeling
analysis.
Findings
demonstrates
that
warmth
CAIX's
impact
innovation
supported,
impacted
continued
intention
use
robots.
Originality/value
Restaurants
leverage
differentiate
themselves
from
competitors
offering
innovative
technologically
advanced
dining
experiences.
Integrating
AI
capabilities
sets
these
restaurants
apart
attracts
tech-savvy
customers
who
value
convenience
efficiency.
Journal of Hospitality and Tourism Technology,
Journal Year:
2025,
Volume and Issue:
unknown
Published: Jan. 15, 2025
Purpose
This
study
aims
to
explore
the
dimensional
structure
of
hotel
digital
intelligence
capability
and
develop
a
measurement
scale.
Design/methodology/approach
adopts
qualitative
quantitative
approaches
conduct
an
exploratory
inquiry
into
structural
dimensions
with
help
grounded
theory.
Based
on
this,
several
questionnaires
were
developed
test
scale
verify
its
validity.
Findings
The
results
reveal
that
comprises
four
dimensions:
data
collection
processing
capability,
customer
service
personalization
decision
support
sustainable
development
capability.
consists
factors
13
items,
reliability
validity
tests
demonstrating
ideal
levels.
Originality/value
not
only
provides
new
perspective
understand
but
also
develops
corresponding
scale,
laying
solid
theoretical
basis
for
managers
scientifically
evaluate
this
achieve
competitive
advantage.
Tourism Review,
Journal Year:
2024,
Volume and Issue:
unknown
Published: Oct. 8, 2024
Purpose
This
paper
aims
to
synthesize
the
evolving
research
of
human–robot
interaction
(HRI)
in
hospitality
and
tourism
industry,
identifying
gaps
setting
directions
for
future
research.
Design/methodology/approach
Using
a
mixed-method
approach,
study
combines
inductive
co-citation
analysis
with
deductive
theory-context-characteristics-methodology
analysis.
Findings
The
findings
trace
progression
HRI
knowledge
from
initial
feasibility
acceptance
studies
advanced
post-adoption
experience
management.
identifies
prevalent
theories
such
as
anthropomorphism
theory,
specific
contexts
like
hotel
environments,
diverse
robot
types
(e.g.
embodied
robots),
outcome
measures
use
intention)
methodologies
predominantly
comprising
survey-based
analyses
experimental
approaches.
not
only
illuminates
areas
attention
but
also
uncovers
under-explored
topics,
offering
roadmap
inquiry
Originality/value
contributes
literature
by
providing
structured
framework
that
maps
intellectual
structure
proposes
cohesive
integration
disparate
methodologies,
addressing
both
practical
academic
gaps.
Current Issues in Tourism,
Journal Year:
2024,
Volume and Issue:
unknown, P. 1 - 17
Published: Aug. 18, 2024
Knowledge
is
the
source
of
competitive
advantage
for
employees
in
labour
market
and
businesses
services
market.
While
academic
research
on
knowledge
management
has
made
significant
progress,
impact
robotic
utilisation
behaviour
service
remains
limited,
particularly
with
respect
to
entry
artificial
intelligence
robots
into
tourism
hospitality
settings.
Drawing
stress
coping
theory,
this
paper
explores
mechanisms
through
which
influences
employee
behaviour.
Through
a
survey
347
hotel
employees,
we
conduct
multiple
regression
analysis
data.
The
findings
indicate
that
positively
employees'
behaviours,
learning
tensions
partially
mediating
relationship,
paradox
mindset
negatively
moderating
theoretically
enrich
body
areas
robots,
human-robot
interaction,
management.
Practically,
conclusions
provide
insights
organisations
adopting
how
embrace
change,
leverage
mindset,
thereby
fostering
more
engaged
motivated
workforce
realm
Journal of Hospitality and Tourism Technology,
Journal Year:
2024,
Volume and Issue:
unknown
Published: June 14, 2024
Purpose
This
study
aims
to
investigate
guests’
experience
and
perceptions
in
smart
hotels,
with
a
primary
focus
on
the
human−robot
experience.
Design/methodology/approach
Utilizing
thematic
analysis
using
inductive-deductive
approach,
546
reviews
from
Chinese
hospitality
guests,
sourced
Ctrip,
were
examined.
Findings
identified
five
highest-level
categories
reflecting
of
hotels
service
themes
subthemes
utilitarian
gratification
(smart
servicescape
quality),
sensual
(novelty
coolness),
social
(social
presence
interaction),
experiential
(functional
emotional
value)
satisfaction.
Originality/value
research
enriches
current
understanding
within
focusing
interaction.
The
findings
offer
insightful
implications
for
enhancement
specifically
terms
facility
offerings,
delivery
overall
customer
International Journal of Contemporary Hospitality Management,
Journal Year:
2024,
Volume and Issue:
unknown
Published: Sept. 5, 2024
Purpose
Along
with
the
development
of
robotics
industry,
service
robots
have
been
gradually
used
in
hospitality
industry.
Nevertheless,
robot
categorization
and
fulfillment
cognitive
emotional
needs
consumers
by
hotel
yet
to
be
fully
explored.
Hence,
purpose
this
study
are
categorize
robots,
explore
consumers’
experience,
identify
preference
general,
reveal
for
based
on
their
examine
completion
cognitive–analytical
emotional–social
tasks.
Design/methodology/approach
Through
in-depth
interviews
technology
managers
questionnaire
survey
among
who
not
had
stay
experience
achieve
aforementioned
research
objectives.
Findings
show
that
can
categorized
as
check-in/out
artificial
intelligence
(AI)
delivery
robots.
Results
indicate
prefer
non-humanoid
(
n
=
213,
p
47.87%)
Xiaodu
Smart
Display
163,
36.
63%)
AI
machine-shaped
porter
(I)
178,
40.00%)
Practical
implications
This
provides
implications,
such
adoption
robot-shaped
a
screen
display,
meet
regarding
tasks
Originality/value
extends
uncanny
valley
theory
identifying
shape
functions
different
categories
contributes
limited
literature
