An Investigation of Automation and Human Interaction of Upscale Hotels in China

Abstract

The hotel artificial intelligence process creates a three-generational innovation framework-automation, thinking, and feeling technology-demonstrating how different technologies can be applied to different aims in the frontline service setting. Prior research has demonstrated the strategic significance of information and communication technology. This is a classic question that has garnered much attention in integrating "high-tech" and "high-touch" service as "High-T2" service in hotels and how balancing the two sides affects visitors' perception and behavioural intention. There is still much effort to examine how the components involved in "high-tech" and "high-touch" service can influence visitors' pleasure; how different guest attributes can control their satisfaction and loyalty during the service process. The project attempts to fill gaps in "High-T2" service and provide a framework considering technology and human interaction. This study set seven research objectives to discuss and explain the research issue. When these two factors are combined, "High-T2" can be essential to visitor pleasure and guests' goal to create and maintain a stable long-term connection and commitment in the hotel sector.