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引用次数: 0
摘要
技术颠覆、健康危机、持续的劳动力问题以及人口结构的变化提升了 RAISA(机器人、人工智能和服务自动化)和 Z 世代对酒店业组织的重要性。本研究采用文献计量学、定量频率和定性主题分析法对 81 篇同行评议文章进行了回顾,以研究 Z 世代在酒店服务业中参与 RAISA 的情况。研究结果凸显了服务机器人在酒店业的日益普及,而其他人工智能和智能技术仍未得到充分探索。以往的研究主要关注 Z 世代消费者的 RAISA 使用意向,但忽略了 Z 世代员工和酒店业经营者的视角。此外,以往的研究多为定量研究,且受地域限制,侧重于研究现有的技术接受模型,因此缺乏跨文化、深入和混合方法的探索。因此,本综述论文提出了未来的研究方向,以及一种新颖的服务接触范式。本文还建议酒店经营者积极采用 RAISA 技术,并优先考虑 Z 世代,以帮助实现可持续经营。
Digital natives on the rise: A systematic literature review on generation Z's engagement with RAISA technologies in hospitality services
Technological disruptions, health crises, persistent labour issues, and demographic shifts have elevated the importance of RAISA (robots, artificial intelligence, and service automation), and Generation Z for hospitality organisations. This study reviews 81 peer-reviewed articles using bibliometrics, quantitative frequency, and qualitative thematic analysis to examine Generation Z's engagement with RAISA in hospitality services. The findings highlight the increasing prevalence of service robots in hospitality sectors, with other AI and smart technologies remaining underexplored. While prior studies focused on Generation Z consumers' RAISA usage intentions, they overlooked the perspectives of Generation Z employees and hospitality operators. Furthermore, prior studies were mostly quantitative and geographically constrained, and focused on examining existing technology acceptance models, thereby lacking cross-cultural, in-depth, and mixed-methods exploration. Accordingly, this review paper proposes future research directions, and a novel service encounter paradigm. The paper also suggests hospitality operators proactively adopt RAISA technologies and prioritise Generation Z to aid sustainable operations.
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.