Hospitality technology progress towards intelligent buildings: a perspective article

Leung, Rosanna

doi:10.1108/tr-05-2019-0173

Cited by 23 publications

(13 citation statements)

References 19 publications

(22 reference statements)

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“…Hospitality software has moved from local to server-based to Web-based to cloud-based platforms (Leung, 2020). The future smart infrastructure with high-speed networks enables efficient data exchange amongst databases in real time and therefore immediate service (Buhalis and Sinarta, 2019).…”

Section: Literature Reviewmentioning

confidence: 99%

Automation and artificial intelligence in hospitality and tourism

Jabeen

Zaidi

Dhaheri

2021

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Purpose This study aims to develop a framework to identify and prioritize the key factors in automation and artificial intelligence (AI) implementation in the hospitality and tourism industry. Design/Methodology/Approach This paper used the analytic hierarchy process, a multi-criteria decision-making method, to prioritize the factors influencing automation and AI implementation. This paper developed a model with five criteria (human knowledge, services, robotics applications, internal environment and institutional environment) and 23 sub-criteria obtained from previous studies. This paper designed a questionnaire in the form of pairwise comparisons based on the proposed hierarchical structure. This paper used a nine-point ranking scale to show the relative significance of each variable in the hierarchy and tested the model among staff from 35 five-star hotels and top-rated tourism agencies in the United Arab Emirates. Findings Human knowledge, services and robotics applications were the most significant factors influencing automation and AI implementation. Practitioners and researchers in the hospitality and tourism industry could apply the proposed framework to develop sustainable strategies for implementing and managing automation and AI. The proposed framework may also be useful in future studies examining AI implementation in the hospitality and tourism industry. Originality/Value This paper developed a framework for policymakers that identifies and could help to overcome some of the challenges in implementing automation and AI in the hospitality and tourism sector around the world. The results provide an agenda for future research in this area.

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Section: Literature Reviewmentioning

confidence: 99%

Automation and artificial intelligence in hospitality and tourism

Jabeen

Zaidi

Dhaheri

2021

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“…It is highly needed under circumstances when customers request immediate responses (Lin and Wong, 2020). Importantly, modern technological innovations have facilitated responsive services through intelligent systems and robots (Leung, 2021). For example, an interviewee stated that:…”

Section: Resultsmentioning

confidence: 99%

Smart dining, smart restaurant, and smart service quality (SSQ)

Wong

Huang

Lin

et al. 2022

IJCHM

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Purpose Have you been to a smart restaurant, and how were its services? A common limitation of hospitality studies stems from the lack of research on how service quality is shaped within smart technology. This study aims to fill this literature void not merely to reiterate the importance of technology but also to recast service quality through the lens of information technology. It synthesizes the 5-S model of smart service quality (AKA SSQ) as a new conceptualization of service quality application in smart hospitality contexts such as smart restaurants. Design/methodology/approach This study undertook a qualitative research design based on theoretical synthesis from service quality, information technology and attention restoration. Drawing from online review comments and semistructured interviews from smart restaurants, the authors improvised the SSQ model to identify the essence of smart service in smart dining establishments. Findings “5-S” reflects an extension of the literature to denote a new SSQ abstraction pertinent to s-servicescape, s-assurance, s-responsiveness, s-reliability and s-empathy. A nomological network was posited to better understand the importance of smart design and consequence of SSQ. Research limitations/implications The emergence of smart dining gives rise to smart restaurants, which puts technology at center stage. As consumers are becoming increasingly comfortable with self-service technology, auto-payment and ordering systems and robotic services, technology in foodservice will continue to play an essential role to better serve diners. Geared with advanced innovations and intelligent devices, smart restaurants are now more than mere eateries. It is a trend and a lifestyle. Originality/value This novel SSQ concept adds new nuances to the literature by acknowledging the technological essence in today’s hospitality industry. By integrating smart technology into the service quality paradigm, the authors are able to observe several interesting behaviors exhibited during smart dining, including tech-induced restoration, which opens a new avenue to understand how attention restoration could be attained through immersion in a technologically advanced setting. By synthesizing theoretical essence from service quality, attention restoration and information technology, the authors are able to create a new dialog that should warrant a forum of discussion in future studies.

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“…Specifically, when the quality level of a B&B houses increases, longer and more timely responses should be provided, as tourists expect higher levels of customer services. Third, to help tourism products and services flourish in the era of social media and big data (Leung, 2020), managers can use the model of this study to examine the impact of e-commerce operating strategies on business performance and evaluate the role of responses to online reviews in determining online attraction for products and services.…”

Section: Discussionmentioning

confidence: 99%

Effect of B&B host responses to online reviews on subsequent reviews: the moderating effects of class level

Lan¹,

Feng

Zeng

2021

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Purpose This study aims to focus on understanding how the characteristics of the bed and breakfast (B&B) host responses to online reviews impact the subsequent business performance of review volume, including volume, timeliness and length of responses. Design/methodology/approach The study constructs a theoretical framework to model for the relationships among characteristics of the B&B host responses, heterogeneity of B&B houses and subsequent reviews. The model is then examined by an econometric model using data from Ctrip.com. Findings Prompt and lengthy responses to online reviews increase the number of subsequent reviews, and the effects are larger for higher level houses. The main theoretical contribution is to build a model explaining how multiple attributes of the host responses can affect business performance and how these effects are moderated by the class levels of B&B houses, which are empirically tested by real data. Practical implications This study highlights managerial implications of host responses for online B&B business practices. For the higher-quality B&B houses, based on price and reviews, lengthy and timely responses are necessary, as tourists expect increased customer service from these hosts. Originality/value The research provides insights in understanding the mechanism of B&B host responses on subsequent reviews. To the best of the authors’ knowledge, this is the first study to demonstrate the moderating effect of price and volume of online reviews on responses.

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Hospitality technology progress towards intelligent buildings: a perspective article

Cited by 23 publications

References 19 publications

Automation and artificial intelligence in hospitality and tourism

Automation and artificial intelligence in hospitality and tourism

Smart dining, smart restaurant, and smart service quality (SSQ)

Effect of B&B host responses to online reviews on subsequent reviews: the moderating effects of class level

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