THE IMPACTS OF ROBOTS AND ARTIFICIAL INTELLIGENCE ON SERVICE QUALITY IN THE HOTEL INDUSTRY
THE IMPACTS OF ROBOTS AND ARTIFICIAL INTELLIGENCE
ON SERVICE QUALITY IN THE HOTEL INDUSTRY
Author(s): Suzana Marković, Sanja Raspor Janković, Vedran ZubovićSubject(s): Business Economy / Management, Tourism, ICT Information and Communications Technologies, Socio-Economic Research
Published by: Udruženje ekonomista i menadžera Balkana
Keywords: Robots;Service Quality (SQ);Artificial Intelligence (AI);Hotel Industry;Content Analysis;
Summary/Abstract: Service robots and artificial intelligence promise to improve the service quality. Robotics in combination with rapidly improving technologies like artificial intelligence, bring opportunities for a wide range of innovations that have the potential to change service quality in hotel industry. Based on an extensive literature review, this article presents the acceptance of service robots in hotel industry. The paper acknowledges that the adoption of the robots and artificial intelligence on service quality is focused on the challenges of technological characteristics, customers’ readiness and practical effectiveness of the business. The study provides a comprehensive and systematic review of robots and AI concepts in a hotel industry and examines their impacts on service quality. The hotel industry future is going to be affected with high-tech tourism companies offering robot-automated services which rely on guidance to adopt and integrate robotics into their customer service operations.
Journal: Balkans Journal of Emerging Trends in Social Sciences Balkans JETSS
- Issue Year: 3/2020
- Issue No: 2
- Page Range: 163-170
- Page Count: 8
- Language: English