机器人、人工智能和服务自动化对酒店服务质量和服务体验的影响

Robots, Artificial Intelligence, and Service Automation in Travel, Tourism and Hospitality Pub Date : 2019-10-14 DOI:10.1108/978-1-78756-687-320191007

Nikola Naumov

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引用次数: 37

摘要

原创性/价值:本研究在酒店业背景下对RAISA进行了全面和系统的审查，并检查了它们对服务质量的影响。本章对RAISA改变服务体验的潜力进行了批判性检查，并提出了一些关于RAISA的必要性、其实际含义以及对服务质量理解和衡量的影响的基本问题。

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The Impact of Robots, Artificial Intelligence, and Service Automation on Service Quality and Service Experience in Hospitality

Originality/value: The study provides a comprehensive and systematic review of RAISA in a hospitality context and examine their impacts on service quality. The chapter is a critical examination of the potential of RAISA to transform the service experience and raises some fundamental questions regarding the need for RAISA, its practical implications and impact over the understanding and measurement of service quality.

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Robots, Artificial Intelligence, and Service Automation in Travel, Tourism and Hospitality

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