The Impact of Intelligent Services on Customer Satisfaction in the China Hotel Industry

Journal of China Tourism Research, Journal Year: 2025, Volume and Issue: unknown, P. 1 - 26

Published: March 31, 2025

Language: Английский

---

Be Smart, but Not Humanless? Prioritizing the Improvement of Service Attributes in Smart Hotels Based on an Online Reviews-Driven Method

Sustainability, Journal Year: 2025, Volume and Issue: 17(9), P. 4036 - 4036

Published: April 30, 2025

Although integrating smart technologies into service encounters can provide hoteliers with a competitive advantage, managing customer satisfaction in hotels remains challenging due to limited knowledge of how prioritize improvements across and traditional service. Therefore, the study aims evaluate both non-smart technology attributes hotels, identify high improvement priorities, uncover factors contributing dissatisfaction. This proposes prioritization method for by analyzing online reviews from 42 hotels. The findings reveal that customers’ technological needs are well met but need promptly address three key issues: long check-in wait times, staff attitude competence, breakfast quality. To maximize satisfaction, managers should adopt hybrid model strikes right balance between human interaction.

Language: Английский

---

Human–robot interaction attributes at the restaurants: will it enhance revisit intentions?

Journal of Hospitality and Tourism Technology, Journal Year: 2025, Volume and Issue: unknown

Published: May 24, 2025

Purpose This study aims to investigate human–robot interactions (HRI) in hospitality, examining how perceived intelligence, social presence and interactivity influence customer attitudes, trust, rapport revisit intentions robotic service restaurants. Design/methodology/approach A purposive sampling method was used explore perceptions of restaurant robots. Data were collected via the Prolific platform through a structured questionnaire from 500 US customers. The partial least squares structural equation modeling assess relationships between HRI attributes, intentions. Findings Service robots significantly experiences by fostering interactivity. Trust emerge as key determinants robot acceptance. Positive increase likelihood customers returning, demonstrating that can enhance operational efficiency while maintaining emotional engagement necessary for retention. Practical implications provide strategic insights owners, managers stakeholders integrating Enhancing interaction trust-building features make services more appealing. Restaurants should focus on advanced AI capabilities personalize interactions, remember preferences deliver emotionally engaging experiences. Originality/value contributes hospitality tourism literature providing empirical evidence robots’ role shaping behavior. It expands exchange theory technology acceptance model incorporating into customer–robot interactions. findings offer practical guidance improving ensuring humanized dining experience meets evolving expectations.

Language: Английский

---

Human-Robot Interaction: The Hospitality Experience of Young People in Hotels that Use Robots

Amfiteatru Economic, Journal Year: 2024, Volume and Issue: 26(Special 18), P. 1065 - 1065

Published: Nov. 1, 2024

Language: Английский

---