AI and supportive technology experiences of customers with visual impairments in hotel, restaurant, and travel contexts

Self Cite

Purpose Following the increasing trend of artificial intelligence (AI) research in hospitality literature, this critical reflection paper aims to identify AI-assisted mindfulness as a critical yet under-investigated issue and to contribute feasible directions for future research. Design/methodology/approach The authors first conceptualize a framework explaining the effects of mindfulness design in AI interventions on improving human mindfulness. The authors then identify opportunities for interventions in AI-assisted mindfulness for the tourism, hospitality and events industries. Finally, the authors propose potential themes for AI-assisted mindfulness research. Findings This study contributes three major conceptual works. First, we conceptualize a framework of AI-assisted mindfulness, showcasing that the scope of AI-assisted mindfulness spans from AI interventions to state mindfulness and then to trait mindfulness. Second, the authors offer two approaches to strategic thinking, one from mindfulness (i.e. mindfulness-focused niche markets and activities) and one from AI applications (i.e. AI-facilitated devices and platforms), to identify opportunities for AI-assisted mindfulness interventions. Third, for both management- and marketing-oriented AI-assisted mindfulness research, the authors propose 18 themes. Research limitations/implications This critical reflection paper offers directions for future knowledge creation in AI-assisted mindfulness in the tourism, hospitality and events industries. Originality/value To the best of the authors’ knowledge, this critical reflection paper serves as the first in hospitality and tourism literature to systematically propose the research issue of AI-assisted mindfulness, offering directions and themes for future research.

Section: Discussionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Artificial intelligence-assisted mindfulness in tourism, hospitality, and events

Wang

Uysal

2023

Self Cite

“…Future research should use theoretical approaches emphasizing the interplay of stimuli and perceptions (e.g. mental images of people) and consider synesthesia (the combined impact of diverse senses) to unravel the hidden dimensions of experiences of people with sensory disabilities (Agapito, 2020; Liu et al , 2024). Similarly, research can also focus on understanding how people in technology-supported environments feel and perceive the existence of others not being physically present (Shin and Kang, 2024).…”

Section: Theoretical and Methodological Approaches In Experience Rese...mentioning

confidence: 99%

Experience management in hospitality and tourism: reflections and implications for future research

Agapito,

Sigala

2024

Purpose This paper aims to provide a critical reflection on the management of experiences in hospitality and tourism (H&T). The paper investigates the evolution of experience research, while discussing the emerging challenges and opportunities for management. Design/methodology/approach The study adopts a critical and reflective approach for providing future directions of experience research. Three major fields are identified to discuss advances, challenges and opportunities in experience research: conceptualization and dimensions of experiences; relational network for experience management; and theoretical and methodological approaches. Findings The paper proposes a mindset shift to guide experience research, but also to redirect and research thinking and managerial practices about the role of experiences in the economy and society. This proposed humanized perspective to experience research and management is deemed important given the contemporary socio-economic, environmental and technological challenges of the environment. Research limitations/implications This paper identifies a set of theoretical and managerial implications to help scholars and professionals alike to implement the humanized perspective to experience research. Implications relate to conceptualization, relational network and theoretical and methodological approaches in experience research. Originality/value This study critically assesses research challenges and opportunities around customer experience management (CEM) in H&T contexts. This reflective and critical look at customer experiences not only informs future research for advancing knowledge and practice but also proposes a mindset shift about the role and nature of CEM in the society and economy.

“…Their work outlined the importance of agility during challenging circumstances which we posit augers well with the affordances of the metaverse. Finally, Liu et al (2023) assessed the assistance needs of visually impaired customers in hospitality and tourism contexts and highlighted both negative and positive aspects of technology-assisted experiences. Their study highlighted the need for improvement to enhance the quality of life and travel experiences for this often-overlooked demographic, calling for further inquiries and innovation.…”

Section: Ijchm 367mentioning

confidence: 99%

“…When users can carry out an act deeply and authentically, it becomes real. An important aspect highlighted by Liu et al (2023) addresses the need for assistive technology for special needs customers. Existing discussions have often concentrated on mainstream applications of the metaverse (Buhalis et al, 2023b;Dwivedi et al, 2023b;Go and Kang, 2023;Koo et al, 2022), its transformative impact on special needs customers are worth considering.…”

Section: Create a Meaningful Customer Experiencementioning

confidence: 99%

Metaverse in hospitality and tourism: a critical reflection

Wong,

Tan,

Ooi

et al. 2023

Purpose This study aims to discuss the current context, scope and impacts of a metaverse in the hospitality and tourism industry. Although existing literature discussed the potentials of the metaverse in this context, the ways the metaverse work is still being defined and accessing a complete metaverse is still not yet possible. This existing knowledge will become increasingly sophisticated and complex as developments in the metaverse continue, eventually contributing to a knowledge gap in knowledge, and its implications in shaping how the future digital environment should take form. Design/methodology/approach This work is based on a critical reflection of the existing developments and applications of the metaverse. Drawing from authors’ experiences, and synthesis of existing works and narratives, this work discusses the applications of the metaverse, critical factors for considerations and applications of the metaverse and proposes the way forward for potential users. Findings The metaverse provides new opportunities for the hospitality and tourism industry but the impact of the technology may not be felt immediately. The real challenge lies in developing a responsible digital environment for users and suppliers. Although the aspects to be considered are many, a lack of preparedness is a great obstacle. Research limitations/implications This paper provides a comprehensive evaluation of how the metaverse can be applied in the hospitality and tourism sector aiming to provide diverse stakeholders insights into the associated opportunities and pitfalls. Originality/value To the best of the authors’ knowledge, this paper is among the first attempts to critically reflect on the possibilities of the metaverse, and contributes to the discussion on the attributes of the metaverse for tourism and hospitality (e.g. SSIs, decentralization) and includes discussion on special needs users, sustainable usage and climate change, and presents several agendas for further actions.