Industrial Management & Data Systems,
Год журнала:
2025,
Номер
unknown
Опубликована: Май 6, 2025
Purpose
Given
the
rapid
proliferation
of
service
robots
in
hospitality
and
tourism
industry
increasing
complexity
stakeholder
interactions,
this
study
aims
to
systematically
analyze
perspectives
interactions
robot
implementation
studies.
Design/methodology/approach
The
review
analyses
175
articles
published
between
2019
2023
Hospitality
Tourism
Management
(HTM)
Business
(BM)
journals,
combining
industry-specific
insights
broader
business
contexts
examine
theoretical
development.
employs
Computer-Assisted
Qualitative
Data
Analysis
(CAQDA)
research
trends
developments.
Findings
Our
analysis
highlights
three
main
points.
First,
has
evolved
from
technological
more
meaningful
human-robot
interaction
dynamics,
emphasizing
psychological
aspects,
social
responses,
relationship
building
environments.
Second,
limited
on
stakeholders'
viewpoints
organizational
impacts
suggests
a
need
for
comprehensive
Third,
HTM
BM
journals
exhibit
different
focus
areas,
focuses
primarily
operational
applications,
customer
experience,
efficiency.
In
contrast,
emphasize
development,
strategic
implications,
transformation.
Originality/value
This
maps
knowledge
structures
across
within
contexts.
makes
dual
contributions.
Theoretically,
it
reveals
current
landscape
guides
future
directions.
Practically,
provides
valuable
practitioners,
including
managers
implementing
robots,
engineers
designing
functionalities,
designers
developing
interfaces
by
offering
evidence-based
strategies.
The
integration
of
automation
and
process
optimization
within
the
context
AI-powered
digital
transformation
has
emerged
as
a
pivotal
strategy
for
organizations
aiming
to
enhance
efficiency,
foster
innovation,
competitiveness.
This
paper
is
devoted
present
innovative
contribution
by
providing
comprehensive
structured
roadmap
that
outlines
foundational
principles
necessary
successful
optimizing
processes
con-text
emerging
AI
technologies.
introduce
cohesive
framework
consisting
es-sential
key
pillars:
Data-Driven
Insights,
Seamless
Automation,
Adaptive
Learning
Contin-uous
Improvement,
Human-Centric
Collaboration,
Ethical
Responsible
AI,
Strategic
Align-ment,
Scalability,
Innovation.
These
pillars
function
guiding
navigate
in-tricate
landscape
automation-driven
initiatives
transformation.
By
embracing
these
pillars,
can
embark
on
transformative
journey
maximizes
potential
automation,
fosters
positions
them
leaders
in
ever-evolving
AI-driven
business
operations.
Service Industries Journal,
Год журнала:
2023,
Номер
43(15-16), С. 1055 - 1082
Опубликована: Сен. 27, 2023
The
paper
focuses
on
the
negative
aspects
of
artificial
intelligence
in
higher
education
such
as
biases
datasets
and
algorithms,
plagiarism,
factual
incorrectness,
micromanagement
students
employees,
manipulation
behaviour,
überveillance,
overreliance
AI,
lack
or
low
explainability
transparency
AI's
decisions,
loss
skills,
privacy
concerns.
adopts
an
operations
management
perspective
discusses
AI
various
processes
institutions
enrolment
students,
hiring
teaching/learning/assessment,
administrative
activities,
research,
socialisation
well-being
remuneration,
appraisal
wellbeing
employees.
Special
attention
is
paid
to
impacts
ethics,
creativity
critical
thinking.
Potential
solutions
avoid
mitigate
theoretical,
managerial
policy
implications
are
discussed
well.
Journal of service management,
Год журнала:
2024,
Номер
35(6), С. 136 - 158
Опубликована: Май 2, 2024
Purpose
An
AI
concierge
is
a
technologically
advanced,
intelligent
and
personalized
assistant
that
designated
to
an
individual
customer,
proactively
taking
care
of
customer’s
needs
throughout
the
service
journey.
This
article
envisions
idea
concierges
discusses
how
leverage
in
customer
Design/methodology/approach
takes
conceptual
approach
draws
insights
from
literature
management,
marketing,
psychology,
human-computer
interaction
ethics.
Findings
delineates
fundamental
forms
concierges:
dialog
interface
(no
embodiment),
virtual
avatar
(embodiment
world),
holographic
projection
(projection
physical
world)
tangible
robot
world).
Key
attributes
are
ability
exhibit
semantic
understanding
auditory
visual
inputs,
maintain
emotional
connection
with
demonstrate
proactivity
refining
experience
ensure
omnipresence
through
continuous
availability
various
attend
Furthermore,
explores
multifaceted
roles
can
play
across
pre-encounter,
encounter
post-encounter
stages
journey
opportunities
challenges
associated
concierges.
Practical
implications
paper
provides
for
professionals
hospitality,
retail,
travel,
healthcare
on
leveraging
enhance
experience.
By
broadening
services,
organizations
deliver
assistance
refined
services
entire
Originality/value
first
introduce
concept
concierge.
It
offers
novel
perspective
by
defining
concierges’
forms,
key
exploring
their
diverse
Additionally,
it
lays
out
research
agenda
aimed
at
further
advancing
this
domain.
Journal of service management,
Год журнала:
2023,
Номер
35(2), С. 280 - 305
Опубликована: Дек. 22, 2023
Purpose
Technology-enabled
business-to-business
(B2B)
services
contribute
the
largest
share
to
GDP
growth
and
are
fundamental
for
an
economy’s
value
creation.
This
article
aims
identify
key
service-
digital
technology-driven
B2B
innovation
modes
proposes
a
research
agenda
further
exploration.
Design/methodology/approach
conceptual
paper
adopts
techno-demarcation
view
on
service
innovation,
encompassing
three
core
dimensions:
offering
(the
product,
or
“what”),
process
“how”)
ecosystem
“who/for
whom”).
It
delineates
implications
of
technologies
–
internet-of-things
(IoT),
intelligent
automation
(IA)
platforms
across
these
dimensions
in
markets.
Findings
Digital
technology
has
immense
potential
ramifications
creation
by
reshaping
all
innovation.
Specifically,
IoT
can
transform
physical
resources
into
reconfigurable
products,
IA
augment
automate
rapidly
expanding
array
processes,
while
provide
technical
organizational
infrastructure
integration
stakeholders
within
ecosystems.
Originality/value
study
suggests
with
six
themes
research,
each
linked
one
more
dimensions.
They
(1)
new
recurring
revenue
models,
(2)
metaverse,
(3)
scaling
up
innovations,
(4)
(5)
power
dependency
lock-in
effects
(6)
security
responsibility
domains.
Technological Forecasting and Social Change,
Год журнала:
2023,
Номер
198, С. 123032 - 123032
Опубликована: Ноя. 21, 2023
Although
service
providers
increasingly
adopt
social
robots,
much
remains
to
be
learned
about
what
influences
customers'
experiences
with
robots.
To
address
this
issue,
study
investigates
the
relationships
among
customer
equity
drivers
(i.e.,
value
equity,
brand
and
relationship
equity),
trust
in
providers.
Specifically,
we
hypothesize
that
influence
robots
We
also
propose
experience
quality
context
of
mediate
these
relationships.
The
used
a
two-stage
hybrid
partial
least
squares
structural
equation
modelling
(PLS-SEM)-artificial
neural
network
(ANN)
analysis
examine
proposed
Findings
show
while
all
providers,
only
Results
suggest
mediates
between
quality.
In
addition,
find
consumers'
helps
generate
Theoretical
managerial
implications
are
discussed.
