A systematic review of AI technology-based service encounters: Implications for hospitality and tourism operations

Li, Minglong; Yin, Dexiang; Qiu, Hailian; Bai, Billy

doi:10.1016/j.ijhm.2021.102930

Cited by 162 publications

(106 citation statements)

References 93 publications

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“…In other words, customers in the service triad who lack the robot's accuracy and consistency feel supported by employees' efforts in the interaction (Stein and Rameseshan, 2019) and decide to revisit the venue. In a similar vein, for our people-oriented service encounter (Li et al, 2021) in a restaurant that people typically visit for enjoyment (hedonic elements), we expect that high-quality interactions with FLEs can also augment lower levels of service robot hedonic value (Qiu et al, 2020).…”

Section: The Service Triadmentioning

confidence: 92%

The service triad: an empirical study of service robots, customers and frontline employees

Odekerken‐Schröder

Mennens

Steins

et al. 2021

JOSM

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PurposeRecent service studies suggest focusing on the service triad consisting of technology-customer-frontline employee (FLE). This study empirically investigates the role of service robots in this service triad, with the aim to understand the augmentation or substitution role of service robots in driving utilitarian and hedonic value and ultimately customer repatronage.Design/methodology/approachIn study 1, field data are collected from customers (n = 108) who interacted with a service robot and FLE in a fast casual dining restaurant. Structural equation modeling (SEM) is used to test hypotheses about the impact of service robots' anthropomorphism, social presence, value perceptions and augmentation opportunities in the service triad. In study 2, empirical data from a scenario-based experimental design (n = 361) complement the field study by further scrutinizing the interplay between the service robot and FLEs within the service triad.FindingsThe study provides three important contributions. First, the authors provide empirical evidence for the interplay between different actors in the “customer-FLE-technology” service triad resulting in customer repatronage. Second, the empirical findings advance the service management literature by unraveling the relationship between anthropomorphism and social presence and their effect on perceived value in the service triad. And third, the study identifies utilitarian value of service robots as a driver of customer repatronage in fast casual dining restaurants.Practical implicationsThe results help service managers, service robot engineers and designers, and policy makers to better understand the implications of anthropomorphism, and how the utilitarian value of service robots can offer the potential for augmentation or substitution roles in the service triad.Originality/valueBuilding on existing conceptual and laboratory studies on service robots, this is one of the first field studies on the service triad consisting of service robots – customers – frontline employees. The empirical study on service triads provides evidence for the potential of FLEs to augment service robots that exhibit lower levels of functional performance to achieve customer repatronage. FLEs can do this by demonstrating a high willingness to help and having excellent interactions with customers. This finding advocates the joint service delivery by FLE – service robot teams in situations where service robot technology is not fully optimized.

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Section: The Service Triadmentioning

confidence: 92%

The service triad: an empirical study of service robots, customers and frontline employees

Odekerken‐Schröder

Mennens

Steins

et al. 2021

JOSM

View full text Add to dashboard Cite

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“…Other studies include articles that focus on the use of electronic media for information sharing during the pandemic ( Nilashi, 2021 ), the use of virtual reality ( Schiopu et al, 2021 ), low consumption due to safety concerns ( Li et al, 2021 ), use of robot-staffs in room service ( Kim et al, 2021 ), post-COVID increase in local tourism ( Jeon & Yang, 2021 ) and quarantine lodging experience ( Wong & Yang, 2020 1). All the studies are related to understanding the consumer perspective of the hospitality and tourism sector.…”

Section: Resultsmentioning

confidence: 99%

“…These factors impact firm profitability ( Petrick, 2004 ). COVID-19 has impacted tourists’ travel preferences, destination choice ( Li et al, 2021 ) and their risk perception ( Pappas, 2021 ; Zhan et al, 2020 ), with health and safety risk impacting their travel motivation ( Aebli et al, 2021 ; Bae & Chang, 2021 ; Chua et al, 2020(b) ). The changing behaviour of tourists post pandemic highlight some interesting areas of research like changing travel motivation, destination choice, expectations from the hospitality and tourist service providers, demand for better health and safety norms among consumers.…”

Section: Future Research Directionsmentioning

confidence: 99%

Present and prospective research themes for tourism and hospitality education post-COVID19: A bibliometric analysis

Menon

Gunasekar

Dixit

et al. 2022

Journal of Hospitality, Leisure, Sport & Tourism Education

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“…Additionally, the tourism and hospitality sector must analyse many data and respond promptly to maintain their competitiveness. Artificial intelligence (AI) and automation research have recently penetrated various companies and industries, including tourism (Jabeen et al, 2021), healthcare (Li et al, 2021), manufacturing (Demlehner et al, 2021), and government (Zuiderwijk et al, 2021). A computer's ability to see, comprehend, and act in ways previously only conceivable for humans may be studied experimentally and theoretically using artificial intelligence (AI) (Qamar et al, 2021).…”

mentioning

confidence: 99%

“…Many years ago, manufacturing sectors began using robotics to process products to replace repetitive human labour tasks. AI and automation applications are currently being used in various industries, including transportation, medicine, education, supply chain management, and warehouse organization (Li et al, 2021). People are also taking notice of AI and automation services in the tourism and hospitality industries.…”

mentioning

confidence: 99%

IMPACT OF ARTIFICIAL INTELLIGENCE AND SERVICE ROBOTS IN TOURISM AND HOSPITALITY SECTOR: CURRENT USE & FUTURE TRENDS

Kumar¹,

Kumar²,

Attri³

2021

HIPA

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Every aspect of the tourist experience has been transformed and automated due to the recent development and application of advanced technology like Artificial Intelligence and robotic services. Tourism and hospitality have seen tremendous changes due to the transformation brought about by the growth of information and communication technologies (ICT). This article will review current research and literature on Artificial Intelligence (AI) and robotics use in hotels and hospitality. The study will majorly centre on three filed of AI and automation applications. First, it explores the present position and current application of artificial intelligence and automation like robotics research in daily modern contemporary society, showcasing their use in each sector of the tourism and hospitality sectors; secondly, it analysed the Artificial intelligence and robotics impact on employment and job opportunities, consumers, and as well as businesses and society at large. Lastly, it examines the possible future trends of AI and robots in the tourism and hospitality sector to see what advantages or dangers may be derived from their use.

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A systematic review of AI technology-based service encounters: Implications for hospitality and tourism operations

Cited by 162 publications

References 93 publications

The service triad: an empirical study of service robots, customers and frontline employees

The service triad: an empirical study of service robots, customers and frontline employees

Present and prospective research themes for tourism and hospitality education post-COVID19: A bibliometric analysis

IMPACT OF ARTIFICIAL INTELLIGENCE AND SERVICE ROBOTS IN TOURISM AND HOSPITALITY SECTOR: CURRENT USE & FUTURE TRENDS

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