When artificial intelligence meets the hospitality and tourism industry: an assessment framework to inform theory and management

Huang, Arthur; Cao, Ying; Velasco, Efrén de la Mora; Bilgihan, Anil; Wei, Wei

doi:10.1108/jhti-01-2021-0021

Cited by 92 publications

(46 citation statements)

References 34 publications

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“…Ahani et al [64] reported similar results for SMEs' social customer relationship management adoption intention. In the context of AI, the technology's relative advantage for businesses has proven a key factor affecting its adoption [65][66][67]. Based on the above studies, we expect that SMEs that perceive advantages in adopting AI chatbots will be more likely to adopt such chatbots.…”

Section: Technological Factorsmentioning

confidence: 97%

Why Do SMEs Adopt Artificial Intelligence-Based Chatbots?

Sharma

Singh

Islam

et al. 2024

IEEE Trans. Eng. Manage.

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Developments in artificial intelligence (AI) have led to the emergence of new technologies offering unique business opportunities. This study examines the factors influencing AI-based chatbot implementation by small and medium enterprises (SMEs). We grounded the study's conceptual model in the technology-organisation-environment (TOE) framework. Employing a quantitative research methodology, we collected data from 292 SME respondents via an online survey. We then utilised covariance-based structural equation modelling (CB-SEM) to analyse the data. The empirical results reveal that perceived employee capability, perceived availability of financial support, perceived top management support, perceived cost, perceived complexity and perceived relative advantage are positively associated with SMEs' AI-based chatbot adoption intention. This study thus contributes to the scarce literature on the adoption of AI-based chatbots for SMEs in developing small island countries. The findings provide meaningful insights to developers, marketers and SMEs to enhance firms' performance and competitiveness by increasing the adoption of AI-based chatbots.

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Section: Technological Factorsmentioning

confidence: 97%

Why Do SMEs Adopt Artificial Intelligence-Based Chatbots?

Sharma

Singh

Islam

et al. 2024

IEEE Trans. Eng. Manage.

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“…The advancement of emerging ICT technologies (information communication technology) has made significant impact on innovation and knowledge transfer in enterprises, including tourism enterprises. Huang et al (2021) researched qualitatively AI applications in the tourism and hospitality, and diffusion of innovations. They concluded that AI adoption susceptibility in this industry are varied depending on the type of AI.…”

Section: Knowledge and Innovationmentioning

confidence: 99%

Innovation Management and Usage of Knowledge Transfer in Tourism Enterprises

Zontek

Lipianin-Zontek

2022

ECKM

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This paper presents an overview of issues related to the role of the chosen aspects of knowledge management in tourism enterprises. The development of tourism and achieving positive effects from it is primarily supported by the possession of tourism assets and attractions. However, to fully absorb them, it is necessary to create innovations in tourism enterprises and regions. Undertaking this subject is justified by the need to transfer the current knowledge in the field of innovation to the tourism sector. The paper aims to demonstrate the determinants of tourism enterprises’ innovation, with particular emphasis on the importance of knowledge and its transfer. The primary, quantitative research presented in the paper was conducted in Poland among tourism enterprises. 1200 tourism enterprises were tested, extracted from the population of over 12000 units placed in official databases. The main scientific goals of the study were: to recognise and empirically verify the conditions of innovation management in Polish tourism enterprises, to identify external and internal determinants affecting the formation of innovation in these enterprises and to assess the effects of introduced innovations. The study established a research hypothesis: Internal factors such as the involvement and creativity of employees in the creation and transfer of knowledge have a significant impact on the innovation of tourism enterprises. The presented results indicate that the main drivers of innovation are exogenous factors and come especially from customers’ expectations, willingness to use external sources of financing and benchmarking focused primarily on foreign enterprises. The impact of human resources and knowledge management processes on these processes is varied, and in the case of these determinants of innovation, the relatively largest impact was noted in the case of: knowledge transfer within the enterprise, efficient human resources management, creativity of employees and the creation of new knowledge resources in the company. The paper points to the need to change the approach of managers of tourism enterprises, to include roles attributed to employees in finding innovative solutions and transfer of the new knowledge. For this purpose, companies should develop these resources in terms of their quantity and quality.

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“…RPA, in contrast to physical robots, refers to the software on which virtual bots run. RPA is a visual drag-and-drop system that automates tasks such as sending invoices, providing customers with refunds, and responding to clients in a consistent manner (Huang et al, 2021). Pure RPA is incredibly effective, but it only follows instructions from users or programmers, whereas AI can be self-learning.…”

Section: Robotization and Service Automatization In The Hotel Sectormentioning

confidence: 99%

Using Robotisation and Automatization to Achieve Competitive Advantage in the Hospitality Industry

2022

Proceedings of the the International Scientific Conference in the Field Of Tourism and Hospitality SITCON 2

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The tourism industry has become one of the most important components in the service sector. The number of arrivals in international tourism recorded continuous growth (excluding the period of the COVID-19 pandemic that started in March 2020), which caused further tightening of competition. On the other hand, tourists are more demanding, experienced, and educated and demand adequate accommodation. The question for hospitality businesses is how to compete in the market; precisely because of this, adapting to the wishes and needs of guests has become more critical than ever in current market conditions. Considering the increasing presence of technology in our lives, as well as its numerous advantages, the use in hospitality businesses of modern technological solutions, such as robotization and automation, is one way these businesses can adapt, which is the subject of this work. We present how the implementation of service automation in different hospitality industry sectors can positively and negatively influence the services. We explain how specific processes in the hotel and restaurant industries can be automated and what benefits they bring to guests and businesses. In addition, we list the potential problems that hospitality businesses and guests can encounter after this type of technology is implemented.

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When artificial intelligence meets the hospitality and tourism industry: an assessment framework to inform theory and management

Cited by 92 publications

References 34 publications

Why Do SMEs Adopt Artificial Intelligence-Based Chatbots?

Why Do SMEs Adopt Artificial Intelligence-Based Chatbots?

Innovation Management and Usage of Knowledge Transfer in Tourism Enterprises

Using Robotisation and Automatization to Achieve Competitive Advantage in the Hospitality Industry

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