Is human-RAISA collaboration the future of hospitality service? Examining Gen Z’s preferences and industry insights from China and Australia

IF 8.3 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management Pub Date : 2026-04-01 Epub Date: 2026-01-23 DOI:10.1016/j.ijhm.2026.104565

Mengni Fu, Charles Arcodia, Barry Fraser

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引用次数: 0

Abstract

This study investigates Generation Z consumers' preferences for hotel service approaches and RAISA (robots, artificial intelligence, and service automation) integration, examining their alignment with hotel strategies in China and Australia. Using a mixed-methods approach, including interviews with 21 senior hotel managers, analysis of 70 documents, and a survey of 800 Gen Z consumers, the findings reveal a shared preference for a human-RAISA collaborative service approach among hotel operators and Gen Z consumers in both countries. However, significant cross-country differences emerged: Chinese hotels lead in AI and robot adoption, while Australian hotels prioritise established mobile technologies. Chinese Gen Z consumers exhibit stronger preferences for technological services and RAISA-equipped hotels. Regression analyses further show that Gen Zs' technology preferences drive their intention to visit RAISA-equipped hotels. This study extends the Kano model's application from service refinement to exploring technology preferences, while offering practical RAISA integration strategies tailored to hotels’ profiles and locations.

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与raisa合作是酒店服务的未来吗？从中国和澳大利亚考察Z世代的偏好和行业见解

本研究调查了Z世代消费者对酒店服务方式和RAISA（机器人、人工智能和服务自动化）集成的偏好，考察了它们与中国和澳大利亚酒店战略的一致性。通过对21位高级酒店经理的访谈、对70份文件的分析以及对800名Z世代消费者的调查等多种方法的研究，我们发现，两国的酒店经营者和Z世代消费者都更倾向于采用人与raisa合作的服务方式。然而，出现了显著的跨国差异：中国酒店在人工智能和机器人采用方面处于领先地位，而澳大利亚酒店则优先考虑现有的移动技术。中国Z世代消费者对科技服务和配备raisa的酒店表现出更强的偏好。回归分析进一步表明，z世代的技术偏好推动了他们前往配备raisa的酒店的意愿。本研究将Kano模型的应用从服务细化扩展到探索技术偏好，同时根据酒店的概况和位置提供实用的RAISA整合策略。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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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.