Does smart technology, artificial intelligence, robotics, and algorithm (STARA) awareness have a double-edged-sword influence on proactive customer service performance? Effects of work engagement and employee resilience

Journal of Hospitality Marketing & Management, Journal Year: 2025, Volume and Issue: unknown, P. 1 - 24

Published: Jan. 8, 2025

The effect of smart technology, artificial intelligence, robotics, and algorithm (STARA) awareness on employee outcomes (e.g. job crafting competitive productivity) has been recognized. However, these studies have overlooked outcome variables concerning interactions with customers, despite the prevalence boundary-spanning roles in hospitality industry, which involve frequent between customers hotel workers. Thus, according to cognitive appraisal theory demands – resources model, our research addresses literature gap by delving into STARA awareness-proactive customer service performance relationship while considering played work engagement resilience. Data from 554 matched pairs employees supervisors revealed that viewing as a challenge fully mediated its connection proactive via engagement, resilience moderating this pathway. By contrast, hindrance perception had direct negative impact performance.

Language: Английский

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Customer experiences with service robots in hotels: a review and research agenda

Journal of Hospitality Marketing & Management, Journal Year: 2024, Volume and Issue: unknown, P. 1 - 30

Published: Sept. 17, 2024

Language: Английский

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Impact of meta ai on accounting firm performance: implications for the hospitality business in Nigeria

Management, Journal Year: 2025, Volume and Issue: 3, P. 138 - 138

Published: Jan. 1, 2025

Meta AI created by Platforms Inc. has been a major force in improving accounting firms' performance. The AI, is used numerous industries, including professionals, the Mata potential to revolutionize business operations and service delivery. Thus, streamline repetitive procedures accounting, strengthen data analytic skills, facilitate better decision-making. study acknowledged that firms can leverage for variety of purposes. Firms use technologies from outset their cycle stand benefit competitive advantage. association hospitality will create enhanced efficiency way engaged improve decision making terms forecasting future cost customer loyalty reasonable extent. concluded incorporation into revolutionary development improves corporate performance lowering costs, increasing efficiency, enhancing providing client service. These developments particularly sector streamlining operations, decision-making, compliance assurance, fortifying bonds with financial partners.

Language: Английский

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Foreseeing the future of robotics in service sector: unveiling factors influence individual behavior to adopt services robots

foresight, Journal Year: 2025, Volume and Issue: unknown

Published: March 3, 2025

Purpose The artificial intelligence-enabled service robot has the potential to serve in consumer market. However, there is limited knowledge of how users across globe respond this innovation. Therefore, purpose study develop an integrated research model led by three known theories, namely, diffusion innovation, theory planned behavior and DeLone McLean model, investigates intention adopt robot-enabled services. Design/methodology/approach quantitative design selected research. Data were collected through structured questionnaires. Overall, 221 airline passengers participated survey. These responses further analyzed with a structural equation modeling approach. Findings Statistical findings have revealed that jointly perceived behavioral control, compatibility, innovativeness, information quality, system quality explained R 2 50.3% variance user attitude robots. In addition appearance large 48.9 % Nevertheless, results insignificant moderating impact on Practical implications Practically, suggested adequate boost confidence encourage services Similarly, compatibility brings ease use technology innovativeness attracts users. policymakers should focus compatible innovative characteristics Moreover factors such as subjective norms control shown positive measuring robots hence need managerial attention. Originality/value current original, it gives deep insight into understanding toward adoption Moreover, integration innovation setting made more unique. consistent United Nations sustainable development goals ignites SDG progress promoting artificial-driven robotic sector.

Language: Английский

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Value Co-Creation

IGI Global eBooks, Journal Year: 2025, Volume and Issue: unknown, P. 103 - 132

Published: April 18, 2025

The book chapter applies managerial and marketing theories to examine value co-creation, drawing from Service-Dominant Logic, Service Science, Co-creation of Services (CCOS), the Viable Systems Approach (VSA) reinterpret this concept in digital era. It integrates VSA's Intelligence Augmentation (IA) Information Variety Model (IVM) into its research framework. CCOS emphasizes customer participation expertise enhancing service experiences. explores AI's role ecosystems, focusing on how voluntary can moderate impact influencing perceived benefits risks affecting repeat adoption AI-driven platforms.

Language: Английский

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Viva robonomics!? Cost–benefit analysis of robots and future directions in service and robonomics research

Journal of service management, Journal Year: 2025, Volume and Issue: unknown

Published: April 25, 2025

Purpose Despite extensive research on the design and adoption of service robots, their efficiency—specifically, impact costs, revenues profitability—has received limited attention. This essay seeks to stimulate a scholarly conversation this topic by surveying emerging literature empirical insights cost–benefit analyses then highlighting key components cost-benefit for robots. Next, grounded in “service profit logic,” empirically examines consumer willingness-to-pay (WTP) vis-à-vis human-robot (cobotic) teams as crucial marketing variable context Design/methodology/approach combines review findings from analysis WTP robots with first exploratory experimental study investigating cobotic team. Findings offers an illustrative process outlining cost drivers benefits reviewing evidence. The highlight situational profitability economic feasibility influenced usage frequency. Consumer is shaped, among others, perceived usefulness, emotional engagement anthropomorphic features An healthcare reveals they can increase human-only teams, especially when are leadership roles. concludes proposed directions future research. Originality/value Building existing literature, expands understanding Further, it novel initial into teams.

Language: Английский

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The hospitable thought that counts: An emerging theory of “AI consciousness” in genuine hospitality

International Journal of Hospitality Management, Journal Year: 2024, Volume and Issue: 123, P. 103928 - 103928

Published: Sept. 23, 2024

Language: Английский

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Consumers acceptance of service robots in hotels: A meta-analytic review

International Journal of Hospitality Management, Journal Year: 2024, Volume and Issue: 126, P. 104052 - 104052

Published: Dec. 27, 2024

Language: Английский

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