How do tourists perceive green customer-love service in restaurants? A qualitative exploration of ai and human collaboration

IF 9.9 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management Pub Date : 2025-06-03 DOI:10.1016/j.ijhm.2025.104300

Alicia Orea-Giner , Francesc Fusté-Forné , Mohammad Soliman

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引用次数: 0

Abstract

Tourism and hospitality producer–consumer dynamics require social technology. Online reviews significantly influence restaurant service and encourage repeat visits and referrals. In response to online reviews, this qualitative research examines tourists' perceptions of a Green Customer-Love Service system in restaurants, based on artificial intelligence (AI) and human co-creation. The originality of this research lies in the proposed framework, which suggests responding to both positive and negative reviews to build customer satisfaction, trust, and loyalty. Findings indicate that ‘green customer-love service’ requires strategic communication, operational efficiency, and personalization. Sustainable practices in food tourism emphasize authenticity and transparency. Human–machine collaboration, particularly in AI-driven feedback management, could strengthen the connection between technology and sustainability.

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游客如何看待餐馆的绿色人性化服务？人工智能与人类合作的定性探索

旅游业和酒店业的生产者-消费者动态需要社会技术。在线评论显著影响餐厅服务，鼓励重复光顾和推荐。为了回应在线评论，这项定性研究调查了游客对基于人工智能（AI）和人类共同创造的绿色顾客关爱服务系统的看法。本研究的独创性在于提出的框架，该框架建议对正面和负面评论做出回应，以建立客户满意度、信任和忠诚度。研究结果表明，“绿色顾客爱服务”需要战略沟通、运营效率和个性化。食品旅游的可持续实践强调真实性和透明度。人机协作，特别是在人工智能驱动的反馈管理方面，可以加强技术与可持续性之间的联系。

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来源期刊

International Journal of Hospitality Management HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

21.20

自引率

9.40%

发文量

218

审稿时长

85 days

期刊介绍： The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation. In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field. The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.