人工智能系统在旅游业和酒店业中的应用:游客的视角

IF 3 Q2 MANAGEMENT
Ana Elisa Sousa, Paula Cardoso, Francisco Dias
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引用次数: 0

摘要

人工智能(AI)系统种类繁多,包括人工智能驱动的网站搜索、增强现实、生物特征数据识别、预订系统、聊天机器人、无人机、信息亭/自助服务屏幕、机器翻译、二维码、机器人、虚拟现实和语音助手等,目前正被旅游业和酒店业的公司所采用。消费者如何应对这些深刻的变化?本研究旨在通过确定游客使用的人工智能系统类型、目前使用的目的以及未来使用的可能性来解决这一问题。本研究还旨在确定游客在使用人工智能系统时的情感类型(积极与消极),以及他们认为人工智能系统的优点和缺点。考虑到研究的探索性质,数据是通过在社交媒体上共享的在线调查收集的,调查时间为 2023 年 9 月至 12 月。结果显示,大多数受访者已经使用过几种人工智能系统,他们认为使用人工智能系统利大于弊,而且他们对使用人工智能系统所产生的情绪明显是积极的。此外,与少数受访者(13.7%)在使用人工智能系统时会产生负面情绪相比,声称在使用人工智能系统时会产生积极情绪的受访者在评价人工智能系统对旅游业和酒店业的实用性时也更加积极。他们发现了人工智能系统的更多优点,使用的人工智能系统也更加多样化,并承认他们将来会在旅游业中使用更加多样化的人工智能系统。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
The Use of Artificial Intelligence Systems in Tourism and Hospitality: The Tourists’ Perspective
A myriad of types of artificial intelligence (AI) systems—namely AI-powered site search, augmented reality, biometric data recognition, booking systems, chatbots, drones, kiosks/self-service screens, machine translation, QR codes, robots, virtual reality, and voice assistants—are being used by companies in the tourism and hospitality industry. How are consumers reacting to these profound changes? This study aims to address this issue by identifying the types of AI systems that are used by tourists, the purposes they are used for in the present, and how likely they are to be used in the future. This study also aims to identify the types of emotions (positive vs. negative) that tourists associate with the use of AI systems, as well as the advantages and disadvantages they attribute to them. Considering the exploratory nature of the research, data were collected through an online survey shared on social media, which was available from September to December 2023. Results show that most respondents have already used several AI systems, assign more advantages than disadvantages to their use, and that the emotions they associate with their use are significantly positive. Moreover, compared to the small number of respondents (13.7%) who associate negative emotions with the use of AI systems, respondents who claim to feel positive emotions when using AI systems also evaluate them more positively in terms of their usefulness for tourism and hospitality. They identify more advantages, use a greater diversity of AI systems, and admit that they would use a more diverse range of AI systems in tourism contexts in the future.
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来源期刊
CiteScore
4.80
自引率
10.00%
发文量
151
审稿时长
11 weeks
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