旅游、旅游和酒店业的自助服务技术:原则和实践

Robots, Artificial Intelligence, and Service Automation in Travel, Tourism and Hospitality Pub Date : 2019-10-14 DOI:10.1108/978-1-78756-687-320191003

P. Kelly, Jennifer Lawlor, Michael Mulvey

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引用次数: 6

摘要

研究意义和原创性/价值:该框架为进一步研究SSTs中的客户授权提供了有用的基础。服务自动化的未来发展将需要在提供个性化和更智能的客户体验与不引人注目、不构成任何道德或隐私问题的技术应用之间取得平衡。

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Self-service Technologies in the Travel, Tourism, and Hospitality Sectors: Principles and Practice

Research Implications & Originality/Value: The framework provides a useful foundation for further research with a focus on customer empowerment in SSTs. The future development of service automation will require a balance between the delivery of a personalised and smarter customer experience and technology applications that are unobtrusive and which do not pose any ethical or privacy concerns.

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

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