DEVELOPING A COBOTIC MODEL FOR EMPLOYEE AND CUSTOMER ENGAGEMENT DOI

John Habib,

Catherine Prentice, Park Thaichon

et al.

Tourism and hospitality industry/Tourism & hospitality industry ..., Journal Year: 2024, Volume and Issue: 14, P. 195 - 203

Published: Jan. 1, 2024

Purpose – The utilisation of artificial intelligence (AI) and service robots within organisations is perceived as a two-fold transformation. While it streamlines processes, enhances quality, boosts profits, also poses threat to job security for employees, potentially leading reluctance collaborate in creation, resulting increased turnover reduced overall involvement. Additionally, customers may experience discomfort during interactions with robots, perceptions poor quality certain instances. This study aims explore the dynamic between employees sector develop cobotic (collaborative employee-robot model) that employee customer engagement. Design Three studies will be conducted address research questions. Study 1 focus on question 1, 2 2, 3 3. Methodology—Study employ grounded theory through qualitative group, semi-structured interviews, participant unstructured observations; use quantitative online on-site survey employing scenario-based approach; approach. Approach investigate relationship industry, particular emphasis hospitality sector. choice this prompted by increasing adoption robotics field its direct relevance researcher’s professional background. Findings study’s findings objectives questions: 1. Explore - What industry? 2. Examine how relationships can engagement How does robot-employee affect engagement? Originality contribute engagement, intelligence, human resources, Value Co-Creation literature.

Language: Английский

Measuring Artificial Intelligence Customer Experience: Scale Development and Validation DOI
Ching‐Jui Keng, Peng-Cheng Sung, Yu Hsin Chen

et al.

International Journal of Human-Computer Interaction, Journal Year: 2025, Volume and Issue: unknown, P. 1 - 14

Published: Feb. 24, 2025

Language: Английский

Citations

0
“Keep your friends close, but your enemies closer:” ChatGPT in tourism and hospitality DOI
Zehra Altınay, Fahriye Altınay, Ahmed Tlili

et al.

Journal of Hospitality and Tourism Technology, Journal Year: 2024, Volume and Issue: unknown

Published: Aug. 22, 2024

Purpose ChatGPT has been receiving mounting research attention recently. However, its application and challenges to adopt for tourism hospitality businesses remain relatively unexplored. To address this gap, study aims systematically assess the of within domain hospitality. Design/methodology/approach This conducts bibliometric content analyses papers retrieved from Web Science Scopus. Particularly, it reviewed identify critical applications in context In addition, identified associated with context. Findings It revealed that use generative artificial intelligence (AI), such as ChatGPT, is ascending, an opportunity advance existing knowledge customer service research. results suggest ongoing interest assessing role AI language modeling education human resource management. Research limitations/implications The are constrained by used search keywords electronic databases. Additionally, covered only published English. findings shed light on concerning ChatGPT’s transformative potential, areas further exploration offer guidelines practice industry. also various stakeholders should keep a closer eye ensure effective safe accordingly. Originality/value initiates discussion underscores importance comprehensive integration sector.

Language: Английский

Citations

2
DEVELOPING A COBOTIC MODEL FOR EMPLOYEE AND CUSTOMER ENGAGEMENT DOI

John Habib,

Catherine Prentice, Park Thaichon

et al.

Tourism and hospitality industry/Tourism & hospitality industry ..., Journal Year: 2024, Volume and Issue: 14, P. 195 - 203

Published: Jan. 1, 2024

Purpose – The utilisation of artificial intelligence (AI) and service robots within organisations is perceived as a two-fold transformation. While it streamlines processes, enhances quality, boosts profits, also poses threat to job security for employees, potentially leading reluctance collaborate in creation, resulting increased turnover reduced overall involvement. Additionally, customers may experience discomfort during interactions with robots, perceptions poor quality certain instances. This study aims explore the dynamic between employees sector develop cobotic (collaborative employee-robot model) that employee customer engagement. Design Three studies will be conducted address research questions. Study 1 focus on question 1, 2 2, 3 3. Methodology—Study employ grounded theory through qualitative group, semi-structured interviews, participant unstructured observations; use quantitative online on-site survey employing scenario-based approach; approach. Approach investigate relationship industry, particular emphasis hospitality sector. choice this prompted by increasing adoption robotics field its direct relevance researcher’s professional background. Findings study’s findings objectives questions: 1. Explore - What industry? 2. Examine how relationships can engagement How does robot-employee affect engagement? Originality contribute engagement, intelligence, human resources, Value Co-Creation literature.

Language: Английский

Citations

0